Manager, Case Management

POSITION SUMMARY:  
This role provides day-to-day leadership, patient case support, and operational direction for the Case Management teams that support transplant centers and hospital partners. The Manager guides team performance against established standards, monitors service quality and customer experience, managers escalations, and coaches frontline staff to deliver consistent, timely, and high-quality case management support. This position supports transplant center relationships in partnership with other NMDP roles focused on network support and helps to translate operational needs, risks, and improvement opportunities into actionable feedback for Case Management leadership and cross-functional partners.

ACCOUNTABILITIES:  
Leadership: 
•    Applies leadership, management, and accountability principles to build and maintain high performing case management work teams. 
•    Identifies team-level inefficiencies and partners with Case Management leadership to recommend and support implementation of solutions. 
•    Models effective communication and professional working relationships with internal and external partners by providing feedback and encouraging open, honest and proactive communication. 
•    Supports change management and assists team members through the Change Cycle by providing rationale and vision for change. 
•    Collaborates cross-functionally on project development and execution, providing regular and timely updates on applicable initiatives.
•    Supports team member growth and career development through coaching, feedback, goal-setting, and identification of development opportunities
•    Provides ongoing performance management for direct reports through regular one-on-one discussions, performance feedback, documentation and participation in the annual talent review process
•    Provides escalation and crisis management support for internal and external Case Management-related activities, including after-hours support for On-Call Case Managers.
•    Provides daily operational guidance, prioritization support, and process expertise to all Case Management roles to ensure consistent execution of work, timely issue resolution, and alignment with established service expectations.  
•    Coaches Case Management staff in areas of technical skills, understanding customer needs and preferences, critical problem- solving, and quality performance.  
•    Conducts regular quality reviews for all direct reports and addresses identified concerns  through coaching, follow-up, and appropriate performance management actions.

Service, Delivery and Quality Assurance: 
•    Oversees case management team productivity, quality, and work balance in accordance with team and individual contributor performance goals. 
•    Maintains standard operating procedures, quality assurance standards, and regulatory practices.
•    Tracks team performance against department and organizational goals and objectives. 
•    Manages and educates team members during reported protocol deviations and adverse events. 
•    Supports transplant center and hospital partner relationships by monitoring service experience, escalating recurring concerns, reinforcing agreed-upon service expectations with staff, and partnering with NMDP relationship-focused roles to resolve operational issues.
•    Other duties as assigned.

REQUIRED QUALIFICATIONS: 
Knowledge of:
•    NMDP network 
•    Case Management processes, services, and job responsibilities across Case Management teams.
•    Healthcare industry standards and experience working with customers in a healthcare environment.
•    Robust understanding of effective customer service principles, with demonstrated ability to support external customer relationship management.  
•    Data privacy and confidentiality principles for handling medical information. 
•    Proficient in using multiple software applications, including Microsoft Office.
        Ability to:
•    Lead and manage high-performing teams, with strong training, mentoring, and coaching skills.
•    Evaluate team workflows, job functions, service trends, and frontline feedback to identify areas for efficiency, standardization, risk reduction, or enhanced service. 
•    Provide change management and leadership in a fast-paced environment. 
•    Develop and maintain business relationships with internal and external partners. 
•    Work cross-functionally to identify process and service improvements. 
        
        Education and/or Experience:
•    Bachelor’s degree in a health-related field. Upon evaluation, equivalent related experience and/or education in addition to the required experience outlined below may be substituted for the degree requirement.     
•     3-5 years of leadership experience with a minimum of 3 years’ experience leading a team in a donor center, hospital, blood center, clinical setting. Upon evaluation five years’ experience in another relevant NMDP position may be substituted. 
•    Experience that required organization operational management, management and development of business processes and procedures, or management of an organization’s work on behalf of larger program.

PREFERRED QUALIFICATIONS:
•    Previous experience supervising, managing, coaching, or formally leading team members strongly preferred