About the Role & Team

The Medical Case Manager facilitates and coordinates continuity of medical care for Disney Cruise Line Crew Members and Guests as directed by shipboard medical providers. The role serves as a primary point of contact for individuals who are medically disembarked from a vessel or evacuated from a Disney Island destination and maintains timely, accurate case records through resolution. The Medical Case Manager also reviews pre-employment and returning Crew Member medical examinations, coordinates medical clearance requirements, and supports safe return-to-work or return-to-vessel planning. The position collaborates with shipboard providers, Marine Claims, external providers, and shoreside operational partners while identifying opportunities to improve case management and medical review workflows. 

The Medical Case Manager will report to the Manager, Case Management & Public Health for Disney Cruise Line.

The position is on-site and located shoreside based out of the Health Services Building near Epcot.

What You Will Do/Responsibilities

• Manage continuity of care for medically disembarked Crew Members and Guests, including coordination of appointments, treatment plans, medical records, transportation, and follow-up through case resolution.
• Coordinate medical evacuations from vessels and Disney Island destinations and provide appropriate shoreside follow-up.
• Maintain accurate, timely, and confidential documentation in the electronic medical record and applicable case management tracking systems.
• Monitor outstanding case requirements, obtain required medical records or specialist reports, and communicate case status and next steps to appropriate stakeholders.
• Coordinate return-to-work, return-to-vessel, and fit-for-duty review activities in collaboration with treating providers and designated Disney Cruise Line medical leadership.
• Review pre-employment medical examinations for new and returning Crew Members to determine whether required components are complete and applicable medical standards are met.
• Contact Crew Members, recruiting partners, clinics, or providers regarding missing or incomplete medical examination documentation.
• Escalate medical examinations or clearance cases requiring physician review in accordance with established protocols.
• Collaborate with the Chief Physician and other designated medical leaders on complex medical clearance and case management decisions.
• Oversee and support development of external provider networks to facilitate safe, timely, and appropriate medical services across cruise itineraries.
• Plan and coordinate medical care and transportation needs with shoreside partners for various cruise line itineraries.
• Provide training and guidance related to electronic medical record incident reporting and case documentation workflows.
• Identify and support process improvements related to medical clearance, pre-employment medical examination review, case tracking, documentation, and stakeholder communication.
• Use available technology and workflow tools to improve efficiency, accuracy, follow-up, and service delivery.
• Uphold responsibilities established within the Safety Management System for assigned areas of responsibility.
• Provide customer-focused support, exercise sound judgment, maintain confidentiality, and work proactively across a high-volume, time-sensitive environment.
• Participate in an on-call rotation, including overnight, weekend, and holiday coverage, and travel occasionally as required.

Basic Qualifications

• Current, unrestricted Florida Registered Nurse license required.
• Valid Florida driver license.
• Experience coordinating complex medical cases across multiple providers and stakeholders.
• Strong clinical judgment, critical thinking, problem-solving, and decision-making skills within the role’s scope and established protocols.
• Excellent organization, prioritization, and time-management skills with the ability to manage concurrent cases and meet deadlines.
• High level of accuracy and attention to detail in medical review, documentation, and follow-up.
• Strong written and verbal communication skills.
• Experience with electronic medical records and digital case-management workflows.
• Proficiency with Microsoft Office applications, including Excel, Teams, and SharePoint.
• Ability to learn new technology and use workflow tools effectively.
• Ability to handle confidential medical and employment-related information appropriately.
• Self-directed, resourceful, collaborative, and service-oriented approach.

Preferred Qualifications

• 1+ year of relevant case management experience.
• Experience in the maritime or cruise industry.
• Experience in occupational health, utilization review, disability management, travel health, remote healthcare, or maritime healthcare.
• Experience with medical clearance, fit-for-duty, return-to-work, or pre-employment medical examination review.
• Experience supporting process improvement or workflow optimization initiatives.
• Certified Case Manager credential or other applicable case management certification.

Education

• Bachelor of Science in Nursing from an accredited program - Required
• Master of Science in Nursing – Preferred

The hiring range for this position in Lake Buena Vista, FL is $83,000-$111,200 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.