Manager, Case Management

NMDP

. Provide day-to-day leadership, patient case support, and operational direction for Case Management teams .

Posted 10/12/2026full-timeRemote • Minnesota • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership and operational management skills in healthcare settings, with a focus on team performance, customer service excellence, and effective change management. Proficient in coaching and developing team members while ensuring compliance with healthcare standards and protocols.

Highest-signal resume keywords

Leadership ExperienceCase Management KnowledgeCustomer Service PrinciplesChange ManagementHealthcare Industry Standards

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Operational ManagementProcess DevelopmentQuality AssuranceData Privacy PrinciplesWorkflow Evaluation

Soft Skills

Coaching SkillsMentoring SkillsProblem-SolvingCollaborationFeedback Delivery

Tools & Technologies

Microsoft Office

Industry Keywords

NMDP NetworkHealthcare EnvironmentClinical SettingCustomer Relationship ManagementStandard Operating Procedures

About the role

Key responsibilities & impact

Provide day-to-day leadership, patient case support, and operational direction for Case Management teams
Guide team performance against established standards
Monitor service quality and customer experience
Manage escalations and provide crisis management support, including after-hours support for On-Call Case Managers
Coach frontline staff on technical skills, customer needs, critical problem-solving, and quality performance
Identify team inefficiencies and support implementation of solutions
Support change management and help team members through the Change Cycle
Collaborate cross-functionally on project development and execution
Support team member growth and career development through coaching, feedback, goal-setting, and development opportunities
Manage direct-report performance through one-on-ones, feedback, documentation, and annual talent review participation
Provide daily operational guidance, prioritization support, and process expertise
Conduct quality reviews and address concerns through coaching and performance management
Oversee team productivity, quality, and work balance
Maintain standard operating procedures, quality assurance standards, and regulatory practices
Track team performance against department and organizational goals
Manage and educate team members during protocol deviations and adverse events
Support transplant center and hospital partner relationships by monitoring service experience and resolving operational issues
Perform other duties as assigned

Requirements

What you’ll need

Bachelor’s degree in a health-related field, or equivalent related experience and/or education may be substituted upon evaluation
3–5 years of leadership experience
Minimum of 3 years’ experience leading a team in a donor center, hospital, blood center, or clinical setting
Five years’ experience in another relevant NMDP position may be substituted upon evaluation
Experience managing organizational operations, developing and managing business processes and procedures, or managing an organization’s work on behalf of a larger program
Knowledge of the NMDP network
Knowledge of Case Management processes, services, and job responsibilities across Case Management teams
Knowledge of healthcare industry standards and experience working with customers in a healthcare environment
Robust understanding of effective customer service principles and external customer relationship management
Knowledge of data privacy and confidentiality principles for handling medical information
Proficiency using multiple software applications, including Microsoft Office
Ability to lead and manage high-performing teams, with strong training, mentoring, and coaching skills
Ability to evaluate workflows, job functions, service trends, and frontline feedback
Ability to provide change management and leadership in a fast-paced environment
Ability to develop and maintain business relationships with internal and external partners
Ability to work cross-functionally to identify process and service improvements

Benefits

Comp & perks

Medical benefits
Dental benefits
Vision benefits
Life insurance
Disability benefits
Accident/critical illness/hospital benefits
Well-being benefits
Legal benefits
Identity theft benefits
Pet benefits
Retirement plans
Paid time off and holidays
Leave benefits
Incentive plans
Remote work arrangement