Case Management Team Lead, Transplant Services

NMDP; Minneapolis (MN); On-site; USD 95,000 - 125,000; Full time

Job summary

National Marrow Donor Program (NMDP) in Minneapolis seeks a Manager to lead Case Management teams delivering donor and transplant center support. You will drive performance, quality, and customer experience while coaching frontline staff and managing escalations.

You will partner with cross-functional teams to translate operational needs into actionable improvements, support center relationships, and guide staff development to ensure timely, high-quality case management services.

Qualifications

• Knowledge of NMDP network and Case Management processes.
• Experience with healthcare customer relationships and data privacy.
• Ability to lead teams and manage workflows in a clinical setting.

Responsibilities

• Lead and develop Case Management teams to meet performance goals.
• Monitor service quality, customer experience, and escalation handling.
• Collaborate cross-functionally to drive process improvements.
• Provide coaching, feedback, and performance reviews for staff.

Skills

Team leadership

Project management

Customer service

Change management

Cross-functional collaboration

Education

Bachelor’s degree in a health-related field

Tools

Microsoft Office

Job description

National Marrow Donor Program (NMDP) in Minneapolis seeks a Manager to lead Case Management teams delivering donor and transplant center support. You will drive performance, quality, and customer experience while coaching frontline staff and managing escalations.

You will partner with cross-functional teams to translate operational needs into actionable improvements, support center relationships, and guide staff development to ensure timely, high-quality case management services.