Director Case Management - Wilmington, NC Market

Job Location US-NC-Wilmington
Job Opening ID
General Surgery Wilminton Main
Corporate Case Management
Work Schedule
Nursing Administration
Job Status


Novant Health is seeking a Director of Case Management is a system-level role. The role provides operational leadership for all acute care case management activities for our coastal market in Wilmington, NC. Acts as a thought partner to strategize and collaborate with case management leaders, hospital leaders, physician leaders, institute leaders, and external agencies to ensure the delivery of an effective case management program across the system. Come join a remarkable team where quality care meets quality service, in every dimension, every time. #JoinTeamAubergine #NovantHealth #nursingatnovanthealth. Let Novant Health be the destination for your professional growth.


At Novant Health, one of our core values is diversity and inclusion. By engaging the strengths and talents of each team member, we ensure a strong organization capable of providing remarkable healthcare to our patients, families and communities. Therefore, we invite applicants from all group dynamics to apply to our exciting career opportunities.


It is the responsibility of every Novant Health team member to deliver the most remarkable patient experience in every dimension, every time.

  • Our team members are part of an environment that fosters team work, team member engagement and community involvement.
  • The successful team member has a commitment to leveraging diversity and inclusion in support of quality care.
  • All Novant Health team members are responsible for fostering a safe patient environment driven by the principles of "First Do No Harm".


  • Education: Master's degree, required. Master's degree in Nursing or Social Work Accredited by Council on Social Work Education or Master's degree in related field, required. Graduate degree, preferred.
  • Experience: Minimum of three years leadership experience in a an acute care setting, preferred. Five years of Case Management or related experience, preferred.
  • Licensure/Certification/Registration: Nurses in this role require active license in state(s) of practice. Certification in Case Management or related certification required.
  • Additional Skills/Requirements required: Must have a broad knowledge of hospital case management processes, procedures, best practices, resources, current and future trends, and networks to be able to respond to the fast paced complex acute care case management needs. Must have excellent written and oral communication skills, high energy, results-oriented and a resourceful leader who is capable of multi-tasking and leading change. Must have the ability to build strong relationships in all levels of the organization and across internal and external stakeholders. Strategic planning and budget planning, and proven operational leadership in case management. Ability to actively recruit and retain strong talent. Must be able to monitor, track and trend data for process improvement. Project leadership and consultation; delegation and prioritization.



  • Leadership- Provides consistent and fair oversight. Provides operational leadership and guidance to the system’s case management leaders and teams. Demonstrates leadership competencies and case management leader’s competency requirements are met. Creates an environment for change/transition and empowers leaders and staff. Coaches leaders, and team to develop plans to achieve professional and personal goals. Seeks input of leaders and team members in decision making. Makes decisions based on an understanding of variation and makes decisions in a timely manner. Utilizes appropriate decision-making strategy: command, consultative, or consensus. Acts with honesty and integrity with employees and customers, showing and speaking with respect for the rights of others, human dignity, and local culture and Novant Health’s mission, vision, and values. Demonstrates leadership skills, including problem-solving, delegation, and time management/organization. Provides oversight for system process improvement projects and actively participates in facility and/or corporate-wide process improvement projects to improve outcomes. Facilitates the identification and actively works to remove barriers that exist internal and external that support case management functions. Develops and implements plan for self-development in collaboration with the Leaders. Builds relationships with system and facility leaders, providers, internal departments, and community post-acute providers to Novant Health. Participates in the development, implementation, and executive of action plans to improve the overall performance as indicated by the strategic plan.
  • Interpersonal Effectiveness and Communication - Creates an environment that supports and respects diversity and inclusion across organizational markets and within facilities. Creates an environment where all employees feel safe, included, and free to contribute to the success of the department goals and organizational goals. Models behavior and language that is inclusive and respectful of diverse cultures. Establishes an environment where it is acceptable to discuss differences and issues of diversity. Actively communicates with and involves others through regular dialogue with staff/peers. Provides progress updates to staff in a timely manner. Utilizes communication methods to deliver information that improves quality of personal and organizational decisions. Ensures timely and consistent communication of all informative/routine messages.
  • Business Acumen – Demonstrates the ability to recognize interdependencies and connections between various teams, systems, and processes. Possesses the ability to develop and maintain strong relationships with various facility leaders’ s. Possesses the ability to develop and maintain strong relationships and regular contact with various facility leaders. Participates in the development of the corporate budget and development of the facility budgets. Maintains organizational policy and procedure, including rules of conduct. Provides project/process consultation to the team. Is innovative and thinks out of the box. Shows imagination through creative solutions. Displays interest and willingness to try new things; takes risks. Monitors operations measures on a monthly basis. Develops, collaborates, and coordinates programs for the defined population. Participates in marketing/community activities related to corporate case management goals/objectives. Grows and develops initiatives targeted at discharge planning. Coordinates with internal and external leaders to ensure continuity of care throughout the continuum.
  • Quality Improvement - Demonstrates knowledge of process improvement principles and applies appropriately to improvement activities. Monitors the quality of the system case management core processes. Manages the interdependence of processes both within and external to the department. Consistently reviews core processes, looking for improvement opportunities. Embraces change and acts as a change agent. Maintains knowledge of the changing healthcare environment to influence decision-making.Remains current on changes in regulations and organizational policies. Coordinates the development of goals, objectives, and action plans to achieve staff education and development. Serves as a resource, facilitator and change leader. Reviews and monitors data to better understand strengths, weaknesses, and areas for improvement opportunity.
  • Customer Service- Establishes an environment that incorporates and promotes excellent customer service and employee engagement. Holds team members and leaders accountable for customer service standards and ensures service recovery when needed. Ensures staff responds to customers in a timely manner. Monitors customer satisfaction scores and makes changes for improvement. Works with physicians and all members of the Interdisciplinary team (when applicable) to develop or improve processes around patient care. Serves as a patient advocate. Enhances a collaborative relationship to maximize the patient’s and family’s ability to make informed decisions.
  • Human Resources and Organizational Development - Provides ongoing and annual feedback to leaders on performance consistent with organizational policies and procedures, including performance improvement plans. Ensures case management team members and leaders are equipped with the knowledge, skills, and abilities to carry out their roles. Promotes team development and fosters, values, and rewards employee contributions to the delivery of the remarkable patient experience. Sustains an environment that enhances teamwork and optimizes organizational effectiveness. Collaborates with operational leadership to effect changes in case management practice. Follows the process for open job posting and allows employees equal access to opportunities to develop themselves. Monitors, evaluates and coordinates system planning for human resource needs based on productivity and workload. Attract, develop and retain talent to build and maintain highly functioning teams.
  • Financial Management - Manages positions within the system to achieve quality and productivity, and meet budget. Completes the annual operations and capital budgets. Manages the departmental budgets (measures, monitors, and balances human and material resources). Provides input for strategic planning for system/facility and community



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