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Mainstay Medical · 17 hours ago

Sr Manager, Case Management

San Diego, CA, US

Full-time

Onsite

Senior Level, Lead/Staff

$145K/yr - $175K/yr

8+ years exp

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 Senior Manager, Case Management is responsible for leading a team of Nurse Case Managers and ensuring patients progress efficiently through the case management process while maintaining high standards of care.

BiotechnologyEmergency MedicineHealth CareMedicalMedical Device

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

Qualification

Patient support experiencePeople managementInsurance processes knowledgePerformance improvement initiativesClinical assessmentsMicrosoft Office proficiencyEmpathetic communicationAnalytical thinkingPresentation skillsProblem solving

Required

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