Senior Concierge Case Manager (Crisis Mental Health, Intervention & Family Systems)
hace 16 horas
Los Angeles
SEND RESUME AND COVER LETTER TO: Role Summary SOHL is a private, concierge mental health and crisis-response company serving ultra-high net worth individuals and families. We operate at the intersection of clinical judgment, crisis stabilization, family dynamics, contractor team leadership, and operational execution. The Senior Concierge Case Manager is SOHL's most experienced operational leader. You own the most complex cases, develop the team around you, and actively shape how the organization runs. You are not just a high performer — you make SOHL more capable, more consistent, and more resilient by being part of it. This is not a traditional case management role. It requires: • Executive-level discretion, • Real-time decision-making under pressure, • High social intelligence with demanding stakeholders, • Systems discipline — documentation, coordination, and follow-through, • The ability to stabilize volatile situations without drama or ego What This Role Is At this level, you are a leader — operationally and organizationally. You carry the most demanding cases, mentor junior team members, contribute to systems and training, and represent SOHL's standard at the highest level. What separates this role from the level below is not just what you do — it is what you build around you. • Full ownership of SOHL's most complex, highest-acuity cases, • Active development of Associate and Concierge Case Managers through supervision, feedback, and coaching, • Meaningful contribution to SOHL's systems, SOPs, and training infrastructure, • A stabilizing presence that reduces — rather than requires — leadership involvement, • The ability to represent SOHL at the highest professional level in any context Core Outcome of the Role To deliver outstanding outcomes on the most complex cases SOHL carries — while actively developing the team, strengthening organizational systems, and protecting SOHL's reputation and operational stability at scale. Responsibilities You own SOHL's most complex cases and contribute directly to the strength and resilience of the team and organization. Client Intake & Case Setup • Conduct client intake, verify identity, gather client data, and initiate accurate case setup in SOHL systems, • Build, organize, and continuously update case files in Notion with complete and structured documentation, • Translate the information gathered during onboarding into a structured, actionable case file under leadership direction Comprehensive Needs Assessment & Risk Monitoring • Assess client needs — medical, behavioral, and logistical — under supervision and proactively identify risks, including medication continuity, • Continuously monitor safety risks and escalate appropriately to leadership or clinical teams in real time, • Support comprehensive needs assessments and flag emerging concerns to the appropriate team member Medication & Medical Coordination • Monitor medication supply and support coordination of refills with physicians to ensure continuity, especially prior to travel, • Assist with in-home detox support and monitoring, ensuring adherence to medical guidance under clinical direction, • Coordinate emergency medical situations by supporting the communication with emergency services and notifying all stakeholders under leadership direction Service & Resource Coordination • Connect clients with internal and external services using SOHL referral pathways, • Process and actively track referrals to ensure completion and consistent service access, • Coordinate all client-related scheduling including providers, services, and internal check-ins, • Arrange urgent placements — rehab, detox, residential — including logistics, documentation, and admissions coordination, as directed Client Communication & Relationship Management • Maintain consistent, professional communication with clients for updates, reminders, and support, • Track client progress, confirm service delivery, and identify emerging needs through regular follow-ups, • Support the maintenance of trust in high-stress moments and escalate relationship concerns to leadership, • Act as a communication point between families, facilities, and SOHL teams during placements, under senior direction Case Oversight & Status Management • Maintain accurate case status — active, pending, escalated, closed — aligned with workflow expectations, • Prioritize and manage workload efficiently based on urgency and client acuity, • Synthesize and present key case updates, risks, and insights during team rounds (Rounds Preparation), • Support case completion, discharge, and transition by closing documentation loops and supporting clean handoffs Documentation & Compliance • Record all interactions, updates, and service activity in real time with clarity and accuracy, • Ensure all records meet SOHL, legal, and confidentiality standards; perform routine audits for accuracy, • Adhere strictly to HIPAA, privacy laws, ethical standards, and SOHL operational protocols, • Assist in producing reports on case activity, outcomes, and service utilization as assigned Team Collaboration • Work cross-functionally with clinical, operational, and leadership teams to ensure aligned care, • Supervise and provide guidance to companions and coaches — reviewing notes, answering questions, and supporting quality of care delivery under leadership oversight, • Monitor and support continuous staffing coverage for high-acuity clients, including supporting emergency staffing gap resolution Crisis & Escalation Support • Respond to relapse events and support containment, communication, and escalation protocols under leadership direction, • Identify and escalate acute mental health crises — mania, psychosis, suicidality — per SOHL protocol, • Support the execution of formally hired interventions under senior Case Manager or leadership direction, • Assist with conflict resolution & de-escalation involving clients, families, or external parties as directed, • Document crisis incidents in real time and support post-crisis stabilization and handoff Minimum Qualifications • Minimum 5+ years of experience in crisis response, behavioral health, addiction, intervention, or case management in high-acuity environments, • Demonstrated track record of independently owning complex, multi-stakeholder cases with strong outcomes, • Proven ability to lead, develop, and performance-manage a team, • Experience contributing to SOPs, training programs, or operational systems within a clinical or service organization, • Exceptional documentation discipline and comfort with SOHL's full operational toolkit, • Highest level of professionalism, discretion, and integrity, • Ability to travel for cases, interventions, or organizational representation as required Core Competencies What excellent performance looks like in this role: • Judgment under pressure: makes high-stakes calls independently; briefs leadership on decisions, not dilemmas, • Emotional regulation: a consistent, stabilizing presence — even in the most volatile case environments, • Systems thinking: identifies root causes, improves processes, and reduces the conditions that create crisis, • Mentorship and team development: grows the capability of junior team members through structured, consistent coaching, • Documentation discipline: holds the highest standard personally and ensures it across the team, • Communication: manages the most complex stakeholder dynamics with clarity, discretion, and strategic precision, • Organizational contribution: actively makes SOHL better — in process, in culture, in capability, • Discretion and confidentiality: the highest-level UHNW trust is non-negotiable and always protected