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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 Concierge Case Manager independently owns and runs cases. You are trained in the SOHL system, confident in your decision-making, and do not require supervision for day-to-day execution. You are the primary point of accountability for every case you carry and you operate with the judgment, professionalism, and discretion that entails.
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 own your cases. You operate independently within SOHL's systems, lead contractors, support junior team members, and hold a standard that protects both clients and the organization. This role requires:
- Independent case ownership
- Sound judgment under pressure
- The ability to mentor and support Associate Case Managers without becoming a bottleneck
- A contribution to SOHL's systems and standards that makes the organization more resilient
Core Outcome of the Role
To deliver safe, discreet, high-quality outcomes for clients independently while protecting SOHL's reputation, and contributing to the strength and resilience of the team.
Responsibilities
You independently own and manage a full caseload. Supervision exists but is not required for day-to-day decisions. You are expected to bring resolved problems to leadership.
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
Core Competencies
What excellent performance looks like in this role:
- Judgment under pressure: makes sound calls independently for all routine issues; escalates only when genuinely warranted
- Emotional regulation: calm and contained during dysregulation, conflict, and complexity — a stabilizing presence, not an added variable
- Operational execution: closes loops, prevents rework, and fixes root causes rather than symptoms
- Documentation discipline: if it isn't documented, it didn't happen; if it isn't findable, it's a liability
- Contractor leadership: holds standards without micromanaging; acts quickly and decisively when replacement is needed
- Communication: clear, concise, professional, and proactive with all stakeholders
- Discretion and confidentiality:Privacy is non-negotiable at every level
- Team contribution: actively supports junior team members and provides useful field intelligence to leadership
Minimum Qualifications
- Minimum 2–3 years of experience in crisis response, behavioral health, addiction, intervention, case management, or adjacent high-acuity environments
- Demonstrated track record of independently managing complex, high-stakes cases
- Strong documentation and systems discipline; proficiency with Notion, Google Drive, and case management workflows
- Proven ability to lead contractors and hold performance standards in the field
- High professionalism, discretion, and personal integrity
- Ability to travel for interventions or in-person case needs, as required
