Manager, Case Management

Job Description:

• 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