Area Manager, Case Management

Location: Main office in San Diego, CA, with quarterly travel required. Remote candidates will be considered. Mainstay Medical 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 Area Manager, Case Management is a player-coach leader who develops a team of Case Managers while maintaining an active patient portfolio. - The role is accountable for team performance, patient progression, and service excellence, ensuring a consistent patient journey from identification through implant. - The Manager partners with Patient Access, Market Access, Clinical, Sales, and Operations, and serves as the primary escalation point for complex patient situations, all while balancing direct patient work with people leadership in a growing organization. Position Responsibilities: - Case Management Leadership - Manage, coach, and develop a team of Case Managers, including hiring, onboarding, performance reviews, and development planning. - Set performance and patient experience standards; monitor workload, capacity, and resource allocation. - Foster a culture of accountability, collaboration, and continuous improvement. - Serve as primary escalation point for complex patient, provider, field, and operational issues. - Player-Coach Patient Management - Maintain an active patient portfolio and coordinate with patients, providers, field sales, and internal stakeholders from identification through implant. - Lead complex cases and maintain visibility into high-priority, stalled, or at-risk patients. - Model best practices in patient engagement, communication, documentation, and case progression. - Patient Journey & Funnel Performance - Drive patient progression across all phases of treatment; establish and monitor KPIs (progression, conversion, engagement, timeliness, barriers to care). - Work with Case Managers to identify stalled patients, set clear ownership and next steps, and reduce patient leakage. - Use data to identify trends, gaps, and improvement opportunities. - Quality & Service Excellence - Review patient interactions and documentation for quality, consistency, and compliance. - Provide actionable feedback; ensure accurate, timely documentation in Salesforce and adherence to SOPs and privacy requirements. - Standardize best practices across the team. - Cross-Functional Partnership - Partner with the Manager, Patient Access Operations for seamless handoffs and accountability. - Collaborate with Market Access, Reimbursement, Sales Operations, Clinical Affairs, and Field Sales to resolve access barriers and support territory planning and patient prioritization. - Build strong relationships with physician offices and referral sources; communicate trends and barriers to internal stakeholders. - Operational Leadership & Continuous Improvement - Help develop and improve SOPs, training materials, and workflows;