Manager Telephonic Case Management

Paradigm•Phoenix, AZ

21h•Remote

About The Position

Paradigm is seeking a Manager, Telephonic Case Management to lead and support a team of case managers located across the United States. This role is responsible for coaching, developing, and empowering team members to achieve excellence in productivity, quality, customer service, and compliance. As a people-focused leader, you will drive team performance, foster employee engagement, and promote a positive, high-performing culture while ensuring exceptional service and outcomes for clients and injured workers.

Requirements

Unencumbered compact RN license
CCM
Responsible for maintaining an active license and/or certification and completing all renewals with any state requirements prior to the expiration date(s).
Minimum of 2 years of full-time equivalent direct clinical experience to the consumer (required for casework referred from accounts requiring accredited case management).
Minimum 5 years’ experience as a case manager.
Must adhere to the standards of practice outlined by the specific license, national certifying body, or the jurisdictionally accepted standards of practice.
May be asked to obtain additional licenses, certifications, or state registrations according to the organization’s business needs.
Leadership skills including communication, negotiation, conflict resolution, problem solving, critical thinking, adaptability, time management, decision making.
Remain informed of any jurisdictional changes impacting the area and complete an attestation annually indicating understanding of that responsibility.
Strong written and verbal communication skills.
Ability to manage multiple priorities and meet deadlines in a dynamic environment; adaptability to changing priorities and technologies.
High level of professionalism, discretion, and confidentiality.
Proficiency in Microsoft Office Suite and remote collaboration tools (e.g., Teams, Zoom, Co-Pilot).
Strong problem-solving and decision-making abilities; exercise sound judgment and escalate concerns appropriately.
Demonstrated ability to work independently and as part of a team.
Commitment to continuous learning and professional development.
Valid driver’s license, and a safe driving history.

Nice To Haves

Knowledge of proprietary company case management software preferred.

Responsibilities

Lead, mentor, and support Case Management staff to drive high performance, professional growth, and adherence to best practices.
Manage staff performance, provide regular coaching and constructive feedback, and oversee ongoing education and development opportunities.
Recruit, hire, onboard, and train new Case Management team members.
Monitor and review case documentation, case activity, and caseload distribution to ensure quality, productivity, and appropriate referral coverage.
Serve as a subject matter resource for case management processes, providing guidance and support to staff and stakeholders.
Respond to complaints and stakeholder concerns in a timely and professional manner.
Communicate organizational updates, process changes, and regulatory requirements affecting Case Management staff.
Ensure compliance with applicable jurisdictional laws, regulations, and case management standards, including monitoring and educating staff on regulatory changes.
Maintain resources and training programs that support staff competency, knowledge, and continuing education.
Travel periodically for meetings, training, and other business-related activities.
Mentor, train, and supervise team members directly and indirectly, review their work and provide effective constructive feedback to achieve their best performance and goal attainment.
Set the tone for a strong Enterprise culture and high employee engagement.
Ensure all team members understand, are trained in, and comply with Paradigm’s security requirements and policies.
Ensure all team members have the minimum level of IT system access required to effectively complete their Paradigm responsibilities.