[Hiring] Manager, Case Management @NMDP

Role Description

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, manages 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.

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

Requirements

• 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

Benefits

• Medical, dental, vision, life and disability, accident/critical illness/hospital, well-being, legal, identity theft and pet benefits
• Retirement plans
• Paid time off/holidays
• Leave and incentive plans for eligible employees