Manager, Case Management
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Job Description
Case Management Manager leading NMDP teams supporting transplant centers and hospital partners. Driving coaching, service quality, operational excellence, and regulatory compliance.
Responsibilities:
- Provide day-to-day leadership, patient case support, and operational direction for Case Management teams
- Guide team performance against established standards
- Monitor service quality and customer experience
- Manage escalations and provide crisis management support, including after-hours support for On-Call Case Managers
- Coach frontline staff on technical skills, customer needs, critical problem-solving, and quality performance
- Identify team inefficiencies and support implementation of solutions
- Support change management and help team members through the Change Cycle
- Collaborate cross-functionally on project development and execution
- Support team member growth and career development through coaching, feedback, goal-setting, and development opportunities
- Manage direct-report performance through one-on-ones, feedback, documentation, and annual talent review participation
- Provide daily operational guidance, prioritization support, and process expertise
- Conduct quality reviews and address concerns through coaching and performance management
- Oversee team productivity, quality, and work balance
- Maintain standard operating procedures, quality assurance standards, and regulatory practices
- Track team performance against department and organizational goals
- Manage and educate team members during protocol deviations and adverse events
- Support transplant center and hospital partner relationships by monitoring service experience and resolving operational issues
- Perform other duties as assigned
Requirements:
- Bachelor’s degree in a health-related field, or equivalent related experience and/or education may be substituted upon evaluation
- 3–5 years of leadership experience
- Minimum of 3 years’ experience leading a team in a donor center, hospital, blood center, or clinical setting
- Five years’ experience in another relevant NMDP position may be substituted upon evaluation
- Experience managing organizational operations, developing and managing business processes and procedures, or managing an organization’s work on behalf of a larger program
- Knowledge of the NMDP network
- Knowledge of Case Management processes, services, and job responsibilities across Case Management teams
- Knowledge of healthcare industry standards and experience working with customers in a healthcare environment
- Robust understanding of effective customer service principles and external customer relationship management
- Knowledge of data privacy and confidentiality principles for handling medical information
- Proficiency using multiple software applications, including Microsoft Office
- Ability to lead and manage high-performing teams, with strong training, mentoring, and coaching skills
- Ability to evaluate workflows, job functions, service trends, and frontline feedback
- Ability to provide change management and leadership in a fast-paced environment
- Ability to develop and maintain business relationships with internal and external partners
- Ability to work cross-functionally to identify process and service improvements
Benefits:
- Medical benefits
- Dental benefits
- Vision benefits
- Life insurance
- Disability benefits
- Accident/critical illness/hospital benefits
- Well-being benefits
- Legal benefits
- Identity theft benefits
- Pet benefits
- Retirement plans
- Paid time off and holidays
- Leave benefits
- Incentive plans
- Remote work arrangement
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