Sr Manager, Case Management

MML US Inc•San Diego, CA

7d•$145,000 - $175,000•Onsite

About The Position

Mainstay Medical is a medical device company focused on marketing an innovative implantable neurostimulation system, ReActiv8®, for people with disabling chronic mechanical Low Back Pain. The company is headquartered in Dublin, Ireland, with subsidiaries operating in the United States, Australia, the United Kingdom, and Germany. The Role: The Senior Manager, Case Management is responsible for leading a team of Nurse Case Managers and is accountable for the end-to-end progression of patients from initial identification through implant. This role sits at the critical intersection of patient care, operational efficiency, and commercial execution. This leader is expected to balance a compassionate, patient-first mindset with commercial urgency and accountability, ensuring patients do not stall in the funnel due to avoidable barriers, passive coordination, or lack of follow-through. The Senior Manager will actively ensure patients’ progress through the funnel by navigating past avoidable barriers, and elevating team performance to the highest standards supporting coordination and ensuring follow up.

Requirements

8+ years of experience across patient-support functions such as case management, care coordination, or clinical leadership, with a proven track record of effective partnership with field-based sales teams.
3+ years of people-management experience, ideally in a healthcare or medical device environment.
Experience leading performance improvement initiatives.
Strong understanding of insurance processes, including Medicare, Medicaid, and commercial payer policies.
Demonstrated experience reviewing medical documentation, conducting clinical assessments, and guiding patient decision pathways.
Skilled in-patient education and empathetic communication.
Comfortable presenting to both small and large groups.
Strong written and verbal communication skills across patients, clinicians, and internal teams.
Ability to balance clinical judgment with business outcomes.
Proficiency with Microsoft Office and cloud-based documentation systems (SFDC, Sugar, NetSuite, SAP, other); ability to ensure team-wide adoption and consistency.
Strong analytical thinking, problem solving, and ability to interpret workflow data/KPIs.

Responsibilities

Hire, lead, mentor, and develop Nurse Case Managers, fostering a culture of empathy, accountability, urgency, and operational excellence.
Establish and enforce clear expectations for productivity, responsiveness, documentation quality, and case progression.
Oversee workload distribution, pipeline progression, and performance metrics.
Establish and reinforce consistent pipeline management workflows across Case Management, Therapy Managers and field-based roles.
Conduct regular 1:1s, team meetings, and structured case reviews.
Build standardized onboarding, training, and performance management frameworks.
Ensure consistent use of cloud-based documentation systems.
Coach Case Managers toward ownership of outcomes and problem-solving.
Address performance gaps through coaching and corrective action.
Hold the team accountable to defined KPIs.
Serve as a subject matter expert in ReActiv8® therapy and protocols.
Ensure high-quality, compliant patient documentation.
Guide insurance navigation, prior authorizations, and appeals.
Establish best practices for patient interactions and documentation.
Partner closely with Sales, Therapy Managers, Reimbursement, Marketing, Legal, and providers.
Serve as a trusted counterpart to Field-Sales.
Lead pipeline and case review calls.
Act as an escalation point for complex cases.
Champion a compassionate, patient-first experience.
Ensure compliance with Mainstay Medical requirements.
Monitor documentation quality and timeliness.
Assist with Commercial Operations initiatives, cross-departmental projects, and new program development.
Flexibility to support field-team time zones as business dictates.