Operations Manager, Case Management

JOB SUMMARY

Acrisure is seeking an Operations Manager, Case Management to lead and support a team of case managers and vendor partners across telephonic and field-based environments. This role is responsible for overseeing clinical case management operations, driving team performance, and ensuring high-quality service delivery aligned with client expectations and regulatory standards.

The Operations Manager will play a critical role in mentoring staff, managing workflows, and improving operational processes across the case management function. This position is ideal for a clinical leader with strong workers’ compensation case management experience, proven leadership capabilities, and the ability to manage complex, multi-stakeholder environments.

Responsibilities

• Lead, mentor, and develop a team of case managers, promoting accountability, quality, and continuous improvement
• Oversee case management activities, ensuring appropriate assessment, planning, coordination, and evaluation of care plans
• Collaborate with internal teams and external partners including insurance carriers, healthcare providers, employers, attorneys, and injured workers
• Manage vendor partner relationships, including quality oversight, performance feedback, and billing/reporting review
• Serve as an escalation point for complex or sensitive case management issues
• Monitor team performance through key performance indicators and ensure alignment with client and service expectations
• Lead training efforts for case managers and vendor partners, including onboarding, process guidance, and client-specific requirements
• Ensure consistent, timely, and high-quality service delivery across all case management activities
• Provide reporting and updates to stakeholders on performance, outcomes, and operational metrics
• Identify opportunities for process improvement and implement best practices across the team
• Perform additional duties and projects as assigned

Requirements

• Workers’ compensation case management experience required
• Proven leadership experience, including direct team management, mentoring, and training responsibilities required
• Strong understanding of case management processes, care coordination, and return to work planning
• Experience working with telephonic and/or field-based case management services
• Strong communication and collaboration skills across diverse stakeholder groups
• Strong problem-solving skills and ability to manage complex situations
• Strong organizational and leadership skills with the ability to manage multiple priorities
• Proficiency with Microsoft Office and ability to learn new systems
• Bilingual skills beneficial
• Must maintain a valid driver’s license with a good driving record and be able to travel as needed

Education and Licenses

• Degree in Nursing required
• Certification in case management required (such as CCM, A-CCC, CDMS, CMAC, CMC, CRC, CRRN, or COHN)
• Active Registered Nurse (RN) license required

#LI-Remote

Candidates should be comfortable with an on-site presence to support collaboration, team leadership, and cross-functional partnership.

Why Join Us:

At Acrisure, we’re building more than a business, we’re building a community where people can grow, thrive, and make an impact. Our benefits are designed to support every dimension of your life, from your health and finances to your family and future.

Making a lasting impact on the communities it serves, Acrisure has pledged more than $22 million through its partnerships with Corewell Health Helen DeVos Children's Hospital in Grand Rapids, Michigan, UPMC Children's Hospital in Pittsburgh, Pennsylvania and Blythedale Children's Hospital in Valhalla, New York.

Employee Benefits

We also offer our employees a comprehensive suite of benefits and perks, including:

• Physical Wellness: Comprehensive medical insurance, dental insurance, and vision insurance; life and disability insurance; fertility benefits; wellness resources; and paid sick time.

• Mental Wellness: Generous paid time off and holidays; Employee Assistance Program (EAP); and a complimentary Calm app subscription.

• Financial Wellness: Immediate vesting in a 401(k) plan; Health Savings Account (HSA) and Flexible Spending Account (FSA) options; commuter benefits; and employee discount programs.

• Family Care: Paid maternity leave and paid paternity leave (including for adoptive parents); legal plan options; and pet insurance coverage.

• … and so much more!

This list is not exhaustive of all available benefits. Eligibility and waiting periods may apply to certain offerings. Benefits may vary based on subsidiary entity and geographic location.

Acrisure is an Equal Opportunity Employer. We consider qualified applicants without regard to race, color, religion, sex, national origin, disability, or protected veteran status. Applicants may request reasonable accommodation by contacting leaves@acrisure.com.

Final candidates will be required to complete post-offer verification processes related to the role and in accordance with applicable laws.

California Residents: Learn more about our privacy practices for applicants by visiting the Acrisure California Applicant Privacy Policy.

Recruitment Fraud: Please visit here to learn more about our Recruitment Fraud Notice.

Welcome, your new opportunity awaits you.