Case Management Lead

The Case Management Lead will oversee the daily operations of the case management team, including case assignment, workflow monitoring, and adherence to service level expectations. This role involves creating and managing the staffing and scheduling model for order management, monitoring case activity, responding to escalations, and providing real-time support to case managers and treatment centers. The Lead will also foster a high-performance team culture, collaborate with leadership to define the customer service model, and develop SOPs, work instructions, and training materials. Responsibilities include contributing to the design and implementation of the commercial ordering platform, tracking and reporting on key performance indicators, and partnering with stakeholders to resolve operational gaps and improve case handling efficiency.