SEND RESUME AND COVER LETTER TO: CAREERS@THESOHL.COM
Summary of the Role
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 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-ins
- You will support cases, you do not independently own them yet
- You will escalate decisions that fall outside your current scope
- You will develop your judgment over time through guided experience
This 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 discretion
- Willingness to operate in emotionally intense, high-stakes environments
- Reliable execution of assigned tasks with close attention to detail
- A learning mindset, openness to feedback, correction, and development
- Respect for escalation protocols and leadership decision-making
Core Outcome of the Role
To 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 Responsibilities
The 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 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
What We Are Looking For
What excellent performance looks like in this role:
- Judgment under supervision: escalates appropriately; develops sound calls over time with feedback and experience
- Emotional regulation: maintains calm and professionalism during dysregulation, conflict, and high-stress situations
- Operational execution: follows through on assigned tasks; closes loops; does not drop details
- Documentation discipline: records interactions in real time with clarity and accuracy — if it isn't documented, it didn't happen
- Communication: clear, consistent, and professional with all stakeholders
- Discretion and confidentiality: privacy for UHNW clients is non-negotiable at every level
- Team orientation: works cross-functionally; does not create more work for others through dropped details or avoidable escalation
- Learning posture: receives feedback well; asks the right questions; improves consistently over time
Minimum Qualifications
- Experience in crisis response, behavioral health, addiction, intervention, coaching, or adjacent high-acuity environments
- Demonstrated ability to operate calmly in emotionally intense, high-stakes situations
- Strong written communication and documentation skills; comfort with tools including Notion, Google Drive, and email systems
- High professionalism, discretion, and personal integrity
- Ability to travel occasionally for interventions or in-person case needs, as discussed
- Openness to feedback, active supervision, and structured development
Training, Supervision & Support
SOHL provides:
- Structured onboarding and training into SOHL's model, systems, and standards
- Active supervision and regular feedback from senior Case Managers and leadership
- Mentorship and professional development support aligned with role needs
- Active monitoring of burnout risk and workload intensity — you must communicate capacity concerns early
