Director of Case Management Operations

This is a fully remote position, open to applicants in Florida, +1 more state.

📋 Description

• Oversee, mentor, and enhance the skills of Wellness Case Managers at all NIVA Health clinics.

• Manage the entire patient engagement journey from initial inquiry to ongoing program involvement and retention.

• Implement strategies to enhance conversion rates, retention, and patient satisfaction.

• Establish and oversee departmental key performance indicators (KPIs).

• Evaluate performance and engagement metrics, converting insights into actionable strategies.

• Create and uphold standard operating procedures (SOPs), workflows, and best practices.

• Act as the main point of escalation for complex patient engagement or workflow challenges.

• Identify and address the root causes of operational issues.

• Collaborate with Medical Office Directors, Providers, Scheduling Teams, and Executive Leadership.

• Assist with new clinic openings, standardizing workflows, and training initiatives.

• Compile and deliver structured performance reports to leadership.

• Foster a culture of accountability, teamwork, and ongoing enhancement within a remote team.

⛳️ Requirements

• A minimum of 5 years of experience in healthcare operations, patient engagement, case management leadership, customer success leadership, or a comparable operational leadership role.

• At least 2 years of direct management experience in a remote environment.

• Bachelor’s degree in Healthcare Administration, Business Administration, Operations Management, or a similar field is preferred.

• Strong knowledge of KPI management, workflow optimization, and operational reporting.

• Demonstrated ability to lead cross-functional projects and achieve measurable operational enhancements.

• Outstanding leadership, coaching, and communication abilities.

• Capability to establish strong relationships with teams spread across different locations.

• Openness and ability to travel occasionally to clinic sites as needed by the business.

• Experience managing remote teams.

• Background in concierge medicine, wellness, healthcare services, patient coordination, or hospitality-oriented healthcare environments.

• Practical experience with CRM systems, electronic medical records (EMRs), scheduling tools, and operational tracking applications.

• Proven success in developing scalable workflows and process improvements from the ground up.

• High emotional intelligence and instinct for coaching.

• A detail-oriented approach with a focus on thorough documentation.

🏝️ Benefits

• Contribute to shaping the future of patient-centered wellness care as NIVA Health expands.

• Be part of a mission-driven organization experiencing rapid growth in new markets.

• Gain direct visibility to Executive Leadership.

• Access opportunities for ongoing professional development and leadership progression.

• Collaborate with providers and clinic teams dedicated to improving patient outcomes.