Manager, Case Management

Jobgether SRL; United States; Hybrid; USD 90,000 - 115,000; Full time

Benefits offered by this job

Lead and develop teams

Meaningful impact on service quality

Cross-functional projects

Professional growth

Job summary

Jobgether SRL is seeking a Manager, Case Management for a partner-based role in the United States. This leadership position guides transplant center and hospital partner teams to deliver timely, high-quality case management services, focusing on performance, quality, and risk management.

Responsibilities include coaching staff, managing escalations, ensuring compliance with procedures, and collaborating across functions to improve service delivery and customer satisfaction.

Qualifications

• Bachelor's degree in health-related field or equivalent experience.
• 3–5 years of leadership experience in donor center/hospital/clinical setting.
• Experience in operational management and process development.
• Knowledge of healthcare industry standards and customer support in healthcare.

Responsibilities

• Lead and develop high-performing teams with clear direction and accountability.
• Coach team members on technical skills, customer needs, and quality performance.
• Manage direct reports through reviews and performance processes.
• Provide daily operational guidance and prioritize workloads.
• Monitor productivity, quality, workload distribution, and performance against goals.
• Identify workflow inefficiencies and drive improvements with leadership.

Skills

Leadership

Case management

Healthcare operations

Coaching

Budgeting

Education

Bachelor's degree in health-related field

Tools

Microsoft Office

CRM systems

Job description

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, Case Management based in the United States.

The Manager, Case Management provides day-to-day leadership and operational guidance to teams supporting transplant centers and hospital partners. This role focuses on delivering consistent, timely, and high-quality case management services while maintaining strong team performance and customer satisfaction. The manager oversees productivity, quality assurance, workflow efficiency, and compliance with established procedures and healthcare standards. Through coaching, performance management, and professional development, this leader helps frontline staff strengthen their skills and deliver excellent service. The position also supports partner relationships, manages escalations, and helps resolve complex operational challenges. Working cross-functionally, the manager identifies improvement opportunities and contributes to initiatives that enhance service delivery, reduce risk, and support organizational goals.

Accountabilities

• Lead and develop high-performing teams by providing clear direction, setting expectations, and promoting accountability, collaboration, and open communication.
• Coach team members on technical skills, customer needs, critical problem-solving, and quality performance while supporting career development through feedback, goal-setting, and training opportunities.
• Manage the performance of direct reports through regular one-on-one meetings, performance reviews, documentation, and participation in annual talent review processes.
• Provide daily operational guidance, help prioritize workloads, and ensure timely issue resolution across Case Management teams.
• Monitor team productivity, service quality, workload distribution, and individual performance against established goals and organizational objectives.
• Conduct regular quality reviews, address performance concerns, and implement appropriate coaching and follow-up actions.
• Identify workflow inefficiencies, evaluate frontline feedback and service trends, and collaborate with leadership to implement improvements that enhance consistency, efficiency, and risk management.
• Maintain standard operating procedures, quality assurance standards, and regulatory practices.
• Support change management by communicating the purpose and benefits of organizational changes and helping team members navigate transitions.
• Manage escalations and crisis situations involving internal and external case management activities, including providing after-hours support for on-call Case Managers.
• Guide team members in responding to protocol deviations and adverse events, ensuring appropriate education and follow-up.
• Support relationships with transplant centers and hospital partners by monitoring service experiences, addressing recurring concerns, and reinforcing agreed-upon service expectations.
• Collaborate with cross-functional teams and relationship-focused colleagues to resolve operational issues, support projects, and communicate progress on relevant initiatives.
• Perform additional duties as assigned.

Requirements

• A bachelor’s degree in a health-related field. Equivalent relevant education and/or experience may be considered in place of the degree requirement, subject to evaluation.
• Three to five years of leadership experience, including at least three years leading a team in a donor center, hospital, blood center, or clinical setting. Upon evaluation, five years of experience in another relevant organizational role may be accepted as a substitute.
• Experience in operational management, business process and procedure development, or managing organizational work in support of a broader program.
• Knowledge of healthcare industry standards and experience supporting customers in a healthcare environment.
• Familiarity with case management processes, services, and responsibilities across different case management functions.
• Strong customer service skills and demonstrated ability to manage relationships with external customers and internal stakeholders.
• Understanding of data privacy and confidentiality principles when handling medical information.
• Proficiency in Microsoft Office and the ability to work effectively across multiple software applications.
• Demonstrated ability to lead, train, mentor, and coach team members while maintaining high performance standards.
• Strong analytical and problem-solving skills, with the ability to assess workflows, service trends, and operational feedback to identify improvement opportunities.
• Experience supporting change management and guiding teams through organizational or process changes in a fast-paced environment.
• Strong communication and relationship-building skills, with the ability to collaborate across functions and establish productive partnerships.
• Ability to identify operational risks, improve processes, standardize practices, and support consistent service delivery.

Preferred Qualifications

• Previous experience supervising, managing, coaching, or formally leading team members is strongly preferred.

Benefits

• Opportunity to lead and develop teams delivering essential case management support to transplant centers and hospital partners.
• A role with meaningful impact on service quality, operational consistency, and the experience of healthcare partners.
• Opportunities to contribute to cross-functional projects and continuous improvement initiatives.
• Professional growth through leadership responsibilities, team development, and operational problem-solving.