The Case Management Supervisor leads a team of case managers and/or health coaches who manage active case files. This role is responsible for team performance, quality, and customer satisfaction through the delivery of high-quality case management and coaching services. The supervisor partners across internal teams and external stakeholders (customers, providers, vendors, and claims payors) to support business initiatives and resolve service delivery issues.
Key Responsibilities
Lead, coach, and develop direct reports (case managers, coaches, and other clinical team members) through regular performance discussions, feedback, and career development planning.
Monitor and manage performance against established key performance indicators (KPIs), quality standards, and applicable accreditation requirements (e.g., URAC, NCQA).
Drive operational excellence by using available tools and resources to improve service delivery, outcomes, and team effectiveness.
Collaborate with matrix partners to develop work plans, remove barriers, and take corrective actions to meet objectives.
Serve as an escalation point for service delivery concerns; support customer meetings, presentations, and audits as needed.
Participate in projects, work groups, and committees; communicate progress, risks, and outcomes to leadership.
Minimum Qualifications
Active, unrestricted Registered Nurse (RN) license in a U.S. state or territory.
Two (2) years of full-time equivalent direct clinical care experience.
If directly supervising the case management process for three (3) years, holds a URAC-recognized case management certification
Preferred Qualifications
Experience leading teams in clinical operations, care management, or healthcare services (1–2 years preferred).
Strong knowledge of case management and coaching programs.
Excellent written and verbal communication skills, with the ability to present information to diverse audiences.
Demonstrated ability to build collaborative relationships across internal teams and external partners.
Experience supporting or participating in client meetings, presentations, and audits.
Proficiency with Microsoft Word, Excel, and PowerPoint for reporting and presentations.
If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.
For this position, we anticipate offering an annual salary of 92,100 – 153,500 USD / yearly, depending on relevant factors, including experience and geographic location.
This role is also anticipated to be eligible to participate in an annual bonus plan.
SPECIALTIES:
Case Management (CM)
