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

SEND RESUME AND COVER LETTER TO: CAREERS@THESOHL.COMRole SummarySOHL 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 discretionReal-time decision-making under pressureHigh social intelligence with demanding stakeholdersSystems discipline — documentation, coordination, and follow-throughThe ability to stabilize volatile situations without drama or egoWhat This Role IsAt 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 casesActive development of Associate and Concierge Case Managers through supervision, feedback, and coachingMeaningful contribution to SOHL's systems, SOPs, and training infrastructureA stabilizing presence that reduces — rather than requires — leadership involvementThe ability to represent SOHL at the highest professional level in any contextCore Outcome of the RoleTo 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.ResponsibilitiesYou own SOHL's most complex cases and contribute directly to the strength and resilience of the team and organization.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 handoffMinimum QualificationsMinimum 5+ years of experience in crisis response, behavioral health, addiction, intervention, or case management in high-acuity environmentsDemonstrated track record of independently owning complex, multi-stakeholder cases with strong outcomesProven ability to lead, develop, and performance-manage a teamExperience contributing to SOPs, training programs, or operational systems within a clinical or service organizationExceptional documentation discipline and comfort with SOHL's full operational toolkitHighest level of professionalism, discretion, and integrityAbility to travel for cases, interventions, or organizational representation as requiredCore CompetenciesWhat excellent performance looks like in this role:Judgment under pressure: makes high-stakes calls independently; briefs leadership on decisions, not dilemmasEmotional regulation: a consistent, stabilizing presence — even in the most volatile case environmentsSystems thinking: identifies root causes, improves processes, and reduces the conditions that create crisisMentorship and team development: grows the capability of junior team members through structured, consistent coachingDocumentation discipline: holds the highest standard personally and ensures it across the teamCommunication: manages the most complex stakeholder dynamics with clarity, discretion, and strategic precisionOrganizational contribution: actively makes SOHL better — in process, in culture, in capabilityDiscretion and confidentiality: the highest-level UHNW trust is non-negotiable and always protected