Manager, Case Management

Accountabilities: The Manager, Case Management is responsible for leading teams, maintaining service quality, and ensuring effective operational execution across case management activities. Key responsibilities include:

Lead and develop high-performing teams by providing clear direction, setting expectations, and promoting accountability, collaboration, and open communication.

Coach team members on technical skills, customer needs, critical problem-solving, and quality performance while supporting career development through feedback, goal-setting, and training opportunities.

Manage the performance of direct reports through regular one-on-one meetings, performance reviews, documentation, and participation in annual talent review processes.

Provide daily operational guidance, help prioritize workloads, and ensure timely issue resolution across Case Management teams.

Monitor team productivity, service quality, workload distribution, and individual performance against established goals and organizational objectives.

Conduct regular quality reviews, address performance concerns, and implement appropriate coaching and follow-up actions.

Identify workflow inefficiencies, evaluate frontline feedback and service trends, and collaborate with leadership to implement improvements that enhance consistency, efficiency, and risk management.

Maintain standard operating procedures, quality assurance standards, and regulatory practices.

Support change management by communicating the purpose and benefits of organizational changes and helping team members navigate transitions.

Manage escalations and crisis situations involving internal and external case management activities, including providing after-hours support for on-call Case Managers.

Guide team members in responding to protocol deviations and adverse events, ensuring appropriate education and follow-up.

Support relationships with transplant centers and hospital partners by monitoring service experiences, addressing recurring concerns, and reinforcing agreed-upon service expectations.

Collaborate with cross-functional teams and relationship-focused colleagues to resolve operational issues, support projects, and communicate progress on relevant initiatives.

Perform additional duties as assigned.

Requirements:

The ideal candidate combines healthcare operations experience with strong people leadership, customer service, and process improvement capabilities. They should be comfortable managing competing priorities, supporting external partners, and maintaining high standards of quality and confidentiality. Required qualifications include:

A bachelor’s degree in a health-related field. Equivalent relevant education and/or experience may be considered in place of the degree requirement, subject to evaluation.

Three to five years of leadership experience, including at least three years leading a team in a donor center, hospital, blood center, or clinical setting. Upon evaluation, five years of experience in another relevant organizational role may be accepted as a substitute.

Experience in operational management, business process and procedure development, or managing organizational work in support of a broader program.

Knowledge of healthcare industry standards and experience supporting customers in a healthcare environment.

Familiarity with case management processes, services, and responsibilities across different case management functions.

Strong customer service skills and demonstrated ability to manage relationships with external customers and internal stakeholders.

Understanding of data privacy and confidentiality principles when handling medical information.

Proficiency in Microsoft Office and the ability to work effectively across multiple software applications.

Demonstrated ability to lead, train, mentor, and coach team members while maintaining high performance standards.

Strong analytical and problem-solving skills, with the ability to assess workflows, service trends, and operational feedback to identify improvement opportunities.

Experience supporting change management and guiding teams through organizational or process changes in a fast-paced environment.

Strong communication and relationship-building skills, with the ability to collaborate across functions and establish productive partnerships.

Ability to identify operational risks, improve processes, standardize practices, and support consistent service delivery.

Preferred qualifications:

Previous experience supervising, managing, coaching, or formally leading team members is strongly preferred.

Benefits:

Opportunity to lead and develop teams delivering essential case management support to transplant centers and hospital partners.

A role with meaningful impact on service quality, operational consistency, and the experience of healthcare partners.

Opportunities to contribute to cross-functional projects and continuous improvement initiatives.

Professional growth through leadership responsibilities, team development, and operational problem-solving.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether? 

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