24/7 Service Delivery Lead – Care & Case Management

Everbridge; United States; Remote; USD 100,000 - 140,000; Full time

Job summary

Everbridge is seeking a leader to drive delivery of critical assistance services from initial notification to final case closure. You will lead a 24/7 operation for medical assistance, travel, health insurance, or complex claims, ensuring timely, safe, and cost-effective outcomes.

You will build and mentor a high-performing team, manage recruitment, training, performance, scheduling, and capacity planning, and coordinate care with providers to uphold client relationships and compliance.

Qualifications

• Experience leading a 24/7 operation in medical assistance, travel, health insurance, or complex claims.
• Strong people leadership, workforce planning, quality improvement, complaint handling, incident management, and change delivery skills.
• Calm, empathetic, and decisive with sound judgement in time-critical situations; strong communication, data, and financial skills.

Responsibilities

• Lead service delivery, ensuring teams meet client SLAs, KPIs, and requirements.
• Manage and develop the team, including recruitment, training, performance, scheduling, and capacity planning.
• Oversee complex cases, coordinate care with providers, manage client relationships, and maintain quality and compliance.

Skills

People leadership

Workforce planning

Quality improvement

Incident management

Communication

Education

Relevant degree or equivalent experience

Job description

Everbridge is seeking a leader to drive delivery of critical assistance services from initial notification to final case closure. You will lead a 24/7 operation for medical assistance, travel, health insurance, or complex claims, ensuring timely, safe, and cost-effective outcomes.

You will build and mentor a high-performing team, manage recruitment, training, performance, scheduling, and capacity planning, and coordinate care with providers to uphold client relationships and compliance.