Manager, Case Management

This is a fully remote position, open to applicants in Minnesota.

📋 Description

• Provide day-to-day leadership and operational guidance for Case Management teams, ensuring patient case support.

• Direct team performance in alignment with established standards.

• Oversee service quality and customer experience metrics.

• Manage escalations and offer crisis management assistance, including after-hours support for On-Call Case Managers.

• Mentor frontline staff in technical skills, understanding customer needs, critical problem-solving, and performance quality.

• Identify inefficiencies within the team and facilitate the implementation of effective solutions.

• Assist in change management, guiding team members through the Change Cycle.

• Collaborate across departments on project development and execution.

• Encourage team member growth and career advancement through coaching, feedback, goal setting, and development opportunities.

• Oversee the performance of direct reports through one-on-ones, feedback, documentation, and participation in annual talent reviews.

• Offer daily operational direction, prioritization support, and process expertise.

• Conduct quality reviews and address concerns through coaching and performance management strategies.

• Supervise team productivity, quality, and work-life balance.

• Uphold standard operating procedures, quality assurance standards, and regulatory practices.

• Monitor team performance against departmental and organizational objectives.

• Educate team members during protocol deviations and adverse events.

• Nurture transplant center and hospital partner relationships by assessing service experiences and resolving operational challenges.

• Perform additional duties as assigned.

⛳️ Requirements

• Bachelor’s degree in a health-related field, or equivalent experience and/or education may be considered upon evaluation.

• 3–5 years of leadership experience.

• At least 3 years of experience leading a team in a donor center, hospital, blood center, or clinical environment.

• Five years’ experience in another relevant NMDP role may be considered upon evaluation.

• Experience in managing organizational operations, as well as developing and overseeing business processes and procedures, or managing operations on behalf of a larger program.

• Familiarity with the NMDP network.

• Understanding of Case Management processes, services, and roles across Case Management teams.

• Knowledge of healthcare industry standards and experience interacting with customers in a healthcare setting.

• Strong grasp of effective customer service principles and external customer relationship management.

• Awareness of data privacy and confidentiality principles for handling medical information.

• Proficient in using various software applications, including Microsoft Office.

• Capable of leading and managing high-performing teams, with excellent training, mentoring, and coaching abilities.

• Skilled in evaluating workflows, job functions, service trends, and feedback from frontline staff.

• Equipped to provide change management and leadership in a dynamic environment.

• Able to cultivate and maintain business relationships with both internal and external partners.

• Competent in working cross-functionally to identify opportunities for process and service enhancements.

🏝️ 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