Associate Concierge Case Manager (Crisis Mental Health, Intervention & Family Systems)

SEND RESUME AND COVER LETTER TO: CAREERS@THESOHL.COMSummary of the RoleSOHL 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 Associate Concierge Case Manager is a developing operator who is learning the SOHL system. You will assist and support cases that may include acute mental health destabilization, addiction relapse, intervention, placement, transport, high-touch family coaching, and 24/7 companion-team coordination. That means:You will require supervision and frequent check-insYou will support cases, you do not independently own them yetYou will escalate decisions that fall outside your current scopeYou will develop your judgment over time through guided experienceThis role is built for someone with relevant experience who is ready to grow into independent case ownership but who is not there yet. You will work within defined structures, receive active supervision, and support cases alongside senior team members as you develop your judgment and operational fluency.This is not a traditional case management role. It requires:A high standard of professionalism and discretionWillingness to operate in emotionally intense, high-stakes environmentsReliable execution of assigned tasks with close attention to detailA learning mindset, openness to feedback, correction, and developmentRespect for escalation protocols and leadership decision-makingCore Outcome of the RoleTo support the safe, discreet, high-quality delivery of care for our clients, while protecting SOHL’s reputation and operational stability. Under supervision you will build the skills, habits, and judgment required to independently own and manage cases at the next level.Core ResponsibilitiesThe following represents the full scope of responsibilities you will learn, support, and develop proficiency in during this role. Ownership of each area increases as your skills and judgment are demonstrated. SOHL Case Managers do not own the business. They own execution inside defined systems.Client Intake & Case SetupConduct client intake, verify identity, gather client data, and initiate accurate case setup in SOHL systemsBuild, organize, and continuously update case files in Notion with complete and structured documentationTranslate the information gathered during onboarding into a structured, actionable case file under leadership directionComprehensive Needs Assessment & Risk MonitoringAssess client needs — medical, behavioral, and logistical — under supervision and proactively identify risks, including medication continuityContinuously monitor safety risks and escalate appropriately to leadership or clinical teams in real timeSupport comprehensive needs assessments and flag emerging concerns to the appropriate team memberMedication & Medical CoordinationMonitor medication supply and support coordination of refills with physicians to ensure continuity, especially prior to travelAssist with in-home detox support and monitoring, ensuring adherence to medical guidance under clinical directionCoordinate emergency medical situations by supporting the communication with emergency services and notifying all stakeholders under leadership directionService & Resource CoordinationConnect clients with internal and external services using SOHL referral pathwaysProcess and actively track referrals to ensure completion and consistent service accessCoordinate all client-related scheduling including providers, services, and internal check-insArrange urgent placements — rehab, detox, residential — including logistics, documentation, and admissions coordination, as directedClient Communication & Relationship ManagementMaintain consistent, professional communication with clients for updates, reminders, and supportTrack client progress, confirm service delivery, and identify emerging needs through regular follow-upsSupport the maintenance of trust in high-stress moments and escalate relationship concerns to leadershipAct as a communication point between families, facilities, and SOHL teams during placements, under senior directionCase Oversight & Status ManagementMaintain accurate case status — active, pending, escalated, closed — aligned with workflow expectationsPrioritize and manage workload efficiently based on urgency and client acuitySynthesize 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 handoffsDocumentation & ComplianceRecord all interactions, updates, and service activity in real time with clarity and accuracyEnsure all records meet SOHL, legal, and confidentiality standards; perform routine audits for accuracyAdhere strictly to HIPAA, privacy laws, ethical standards, and SOHL operational protocolsAssist in producing reports on case activity, outcomes, and service utilization as assignedTeam CollaborationWork cross-functionally with clinical, operational, and leadership teams to ensure aligned careSupervise and provide guidance to companions and coaches — reviewing notes, answering questions, and supporting quality of care delivery under leadership oversightMonitor and support continuous staffing coverage for high-acuity clients, including supporting emergency staffing gap resolutionCrisis & Escalation SupportRespond to relapse events and support containment, communication, and escalation protocols under leadership directionIdentify and escalate acute mental health crises — mania, psychosis, suicidality — per SOHL protocolSupport the execution of formally hired interventions under senior Case Manager or leadership directionAssist with conflict resolution & de-escalation involving clients, families, or external parties as directedDocument crisis incidents in real time and support post-crisis stabilization and handoffWhat We Are Looking ForWhat excellent performance looks like in this role:Judgment under supervision: escalates appropriately; develops sound calls over time with feedback and experienceEmotional regulation: maintains calm and professionalism during dysregulation, conflict, and high-stress situationsOperational execution: follows through on assigned tasks; closes loops; does not drop detailsDocumentation discipline: records interactions in real time with clarity and accuracy — if it isn't documented, it didn't happenCommunication: clear, consistent, and professional with all stakeholdersDiscretion and confidentiality: privacy for UHNW clients is non-negotiable at every levelTeam orientation: works cross-functionally; does not create more work for others through dropped details or avoidable escalationLearning posture: receives feedback well; asks the right questions; improves consistently over timeMinimum QualificationsExperience in crisis response, behavioral health, addiction, intervention, coaching, or adjacent high-acuity environmentsDemonstrated ability to operate calmly in emotionally intense, high-stakes situationsStrong written communication and documentation skills; comfort with tools including Notion, Google Drive, and email systemsHigh professionalism, discretion, and personal integrityAbility to travel occasionally for interventions or in-person case needs, as discussedOpenness to feedback, active supervision, and structured developmentTraining, Supervision & SupportSOHL provides:Structured onboarding and training into SOHL's model, systems, and standardsActive supervision and regular feedback from senior Case Managers and leadershipMentorship and professional development support aligned with role needsActive monitoring of burnout risk and workload intensity — you must communicate capacity concerns early