Manager, Case Management

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.

The ideal candidate combines healthcare operations experience with strong people leadership, customer service, and process improvement capabilities. They should be comfortable managing competing priorities, supporting external partners, and maintaining high standards of quality and confidentiality. Required qualifications include:

• 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.