Nurse Care Manager / Case Manager - Concierge Primary Care

About the role

This role combines longitudinal care management, care coordination, and direct patient care. While the role is primarily focused on panel management and clinical coordination, RN Care Managers also provide in-person nursing care during scheduled office visits and home-based visits as operational needs require.

Responsibilities

• Partner with assigned physicians and PCAs to support longitudinal panel management and continuity of care, ensuring members experience coordinated, reliable support across visits, tests, and referrals.
• Provide proactive case management for members with complex or chronic conditions, including outreach, monitoring, and follow-up to anticipate needs and prevent gaps in care.
• Provide direct nursing care during scheduled in-office visits and house calls, including venipuncture, IV therapies, immunizations, and other nursing procedures within scope of practice.
• Triage incoming clinical communications (phone, portal, email/inbox) within scope, using sound clinical judgment to determine urgency, next steps, and routing, and ensuring timely, appropriate follow-up.
• Manage inbox tasks, including medication reconciliation, refills, prior authorizations, test results, and care coordination tasks within scope, closing the loop reliably for members and physicians.
• Support preventive care tracking and chronic disease management initiatives using panel data, registries, and standardized workflows so members receive recommended care on time.
• Carefully coordinate labs, imaging, referrals, and external care transitions; ensure clear handoffs, complete documentation, and member-friendly communication at each step.
• Deliver a hospitality-forward experience in every interaction: offer a genuine welcome, personal recognition ("they know me"), attentive listening, timely responses, and thoughtful anticipation of needs so members and colleagues feel safe, respected, and comfortable.
• Balance panel management responsibilities with direct patient care to support member access, continuity, and operational needs.
• Use data and feedback (panel metrics, turnaround times, errors, member and MD feedback) to identify bottlenecks, suggest pragmatic improvements, and participate in continuous improvement efforts and pilots.
• Work effectively alongside both human teammates and automated tools or workflows (e.g., templated tasks, RPA-enabled processes), ensuring tasks are performed competently regardless of who or what executes them, and escalating appropriately when human review is needed.
• Support operational flexibility and cross-coverage within scope (e.g., coverage for PTO, unplanned absences, and same-day needs) to maintain access and continuity for members and physicians.
• Maintain accurate, complete, and timely documentation in the medical record and related systems; adhere to established clinical policies, documentation standards, privacy requirements, and safety protocols.

Qualifications

• Active California RN license
• Current BLS certification
• Bachelor’s degree required; BSN preferred
• Minimum of 3 years of RN experience in hospital and/or outpatient settings
• Experience in primary care, concierge medicine, or case management, including ambulatory nursing skills such as venipuncture, IV therapy, immunizations, and patient assessment, strongly preferred
• Demonstrated success in roles that combine clinical coordination, member communication, and workflow reliability
• Service & Values Alignment: Demonstrates hospitality-forward, member-facing service experience; comfortable engaging directly with members and families. Alignment with Private Medical values, including compassionate care, a growth mindset, and continual evolution. Comfortable working in a hybrid, evolving model of care that emphasizes team-based support, cross-coverage, and use of automation where appropriate
• Technical Skills: Proficiency with Apple/macOS. Experience navigating EHR systems; Elation preferred. Comfortable using Salesforce and Google Workspace for communication, task management, and documentation. Ability to learn and adopt new tools and automated workflows as clinical operations evolve
• Core Competencies: Clinical excellence and judgment – Applies strong clinical judgment, attention to detail, and current standards of practice to direct patient care, clinical procedures, triage, care coordination, and longitudinal care management. Maintains proficiency in ambulatory nursing skills, including venipuncture, IV therapy, immunizations, EKGs, and other procedures within scope of practice. Hospitality as a core job requirement – Consistently provides a genuine welcome, personal recognition, anticipatory support, and warm, professional engagement so members and colleagues feel safe, cared for, and valued. Operational flexibility and reliability – Adapts schedules, responsibilities, and workflows to meet evolving member and operational needs, balancing care coordination with direct patient care while maintaining high-quality, reliable service and dependable coverage. Systems and structure mindset – Thinks beyond one-off tasks; helps build, follow, and improve standardized workflows, checklists, and playbooks that enable consistent performance across teams and sites. Values-based collaboration and leadership enablement – Embodies Private Medical values; collaborates constructively with physicians, PCAs, RN leadership, and Operations to implement standards, support change, and enable leaders to create an environment where teams can thrive. Data-informed, improvement-oriented – Uses data and feedback to prioritize work, reduce rework, and surface improvement ideas; participates actively in continuous improvement and maintains feedback loops between front-line work and leadership. Human + automation collaboration – Works effectively alongside both human teammates and automated tools; understands when automation can safely support work, when to escalate to human review, and how to maintain quality and member experience across both. Clear communication and teamwork – Communicates clearly and respectfully in verbal and written formats; closes loops reliably; aligns expectations with members, physicians, and colleagues across disciplines and locations. Adaptability in a dynamic environment – Comfortable with evolving care models, pilots, and process changes; approaches change with curiosity and a focus on member experience, team sustainability, and long-term reliability.