[Hiring] Director of Case Management Operations @NIVA Health

Role Description

NIVA Health is redefining what wellness care feels like, one patient relationship at a time. As we continue to grow across Florida and Michigan, we're looking for an experienced healthcare operations leader to take ownership of our Wellness Case Management function and ensure every patient's journey feels consistent, personal, and exceptional.

This is an executive leadership opportunity for a strategic, people-first operator who knows how to build high-performing remote teams, drive accountability through data, and turn a strong patient experience into a durable growth engine.

You will lead our Wellness Case Managers across every NIVA Health clinic, partnering closely with Medical Office Directors, Providers, and Operations Leadership to keep the entire patient engagement lifecycle running at the standard our patients expect.

If you thrive on coaching people to their best work, solving operational problems before they become patient problems, and building the systems that let a growing healthcare business scale without losing its personal touch, we'd love to hear from you.

The Director of Case Management Operations owns the operational performance, development, and strategic direction of the Wellness Case Management function across all NIVA Health clinics.

You'll be accountable for:

• Consistency, accountability, and patient engagement excellence across the full patient journey.
• Leading and developing our Wellness Case Managers.
• Building the KPIs and reporting that assess the patient experience.
• Partnering across clinical and operations teams to address issues.

This role leads remotely, but the relationships it depends on are anything but distant. You'll need to build real trust with geographically dispersed clinic teams and become the person they turn to when something needs to get solved.

What You'll Do

• Lead, coach, and develop Wellness Case Managers across every NIVA Health clinic.
• Own the patient engagement lifecycle, driving initiatives that improve conversion, retention, and satisfaction.
• Build and manage the department's KPIs, analyze performance and engagement data, and turn trends into action.
• Develop and maintain SOPs, workflows, and best practices for scaling operations.
• Serve as the primary escalation point for complex patient engagement or workflow issues.
• Partner with Medical Office Directors, Providers, Scheduling Teams, and Executive Leadership.
• Support new clinic launches, workflow standardization, and training.
• Prepare and present structured performance reporting to leadership.
• Build a culture defined by ownership, collaboration, and continuous improvement.

Qualifications

• 5+ years of experience in healthcare operations, patient engagement, case management leadership, or a related operational leadership role.
• 2+ years of direct people management experience in a remote setting.
• A bachelor's degree in Healthcare Administration, Business Administration, Operations Management, or a related field preferred.
• Strong understanding of KPI management, workflow optimization, and operational reporting.
• Proven ability to lead cross-functional initiatives and drive measurable operational improvement.
• Exceptional leadership, coaching, and communication skills.
• Willingness and ability to travel occasionally to clinic locations as business needs require.

What Sets You Apart

• Experience leading remote teams, not just being part of one.
• Experience within concierge medicine, wellness, healthcare services, patient coordination, or hospitality-driven healthcare environments.
• Hands-on experience with CRM systems, EMRs, scheduling platforms, and operational tracking tools.
• A track record of building scalable workflows and process improvements from the ground up.
• High emotional intelligence and coaching instincts.
• A detail-oriented, documentation-first approach.

Benefits

• Help shape what patient-centered wellness care looks like as NIVA Health grows.
• Join a mission-driven organization scaling quickly across new markets.
• Lead the Wellness Case Management function with direct visibility to Executive Leadership.
• Build and develop a team of Wellness Case Managers across every clinic.
• Identify and fix operational barriers to enhance patient experience.
• Work alongside providers and clinic teams invested in patient outcomes.
• Enjoy real opportunities for continued professional growth and leadership advancement.

Success in This Role

This is a results-driven leadership position. Success will be measured by meaningful outcomes, including:

• Patient conversion and retention rates.
• Engagement and satisfaction trends.
• Consistency of workflow execution across clinics.
• Department KPI performance.
• Team coaching and development outcomes.
• Scalability of the SOPs and processes you put in place.

Equal Employment Opportunity

NIVA Health is an Equal Opportunity Employer committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected characteristic.