[Remote] Manager, Clinical Services Consultant

Note: The job is a remote job and is open to candidates in USA. Waystar is a company that helps providers simplify healthcare payments through its innovative platform. The Manager, Clinical Product Consultants, is responsible for overseeing the operations and performance of Clinical Product Consultants, providing mentorship and support to ensure client satisfaction and operational efficiency.ResponsibilitiesReinforce performance expectations through ongoing coaching, mentorship, and real-time feedback in alignment with established workflows and best practicesMonitor team quality and consistency as part of day-to-day support, identifying opportunities for improvement and guiding staff toward expected performance standardsSupport the development of new employees through structured onboarding, targeted coaching, and reinforcement of core competenciesProvide input to the Director on individual and team performance trends, including observational insights and supporting documentation for the annual performance management processMaintain ongoing awareness of client activity and overall account health across the CPC teamConduct regular check-ins (1:1 meetings) to review client status, workload, and potential risksEnsure visibility into operational performance without directing client strategy or decision-makingIdentify trends or emerging concerns and communicate appropriately to leadershipEnsure CPCs escalate all client concerns directly to the Director of Clinical Services in a timely manner through SBAR. Assist CPCs with SBAR formulation and developmentReinforce adherence to escalation protocols (refer to internal escalation policy)Provide context or input when requested by leadershipManage an assigned portfolio of client accountsProvide clinical product support and maintain professional client relationshipsDemonstrate and model best practices in client engagement and service deliveryReview and approve team PTO requests, ensuring adequate coverage across clientsMonitor team schedules and workloads to maintain balanced resource allocationSupport continuity of operations through effective coordination of team availabilitySupport the development of department policies and procedures with Director oversightOther duties/projects as assigned by DirectorSupport and reinforce execution of Director-defined priorities, workflows, and initiativesAssist CPCs in navigating daily operational challengesPromote consistency in workflow execution and adherence to established processesOwnership of all client escalations and related decisionsFinal authority on client strategy, prioritization, and risk mitigationSkillsBachelor's degree in nursing (Registered Nurse)Minimum of 5 years of experience in CDI, utilization management, or related clinical servicesCDI: CCDS, CDIP, or equivalent certificationUM: CCM or ACMPrior experience in management, mentorship, coaching, or informal leadership rolesStrong communication, organizational, and problem-solving skillsDemonstrated ability to balance individual responsibilities with team supportExperience working/consulting with healthcare technology or AI-enabled platformsMaster's degree in nursing (Registered Nurse)BenefitsCompetitive total rewards (base salary + bonus, if applicable)Customizable benefits package (3 medical plans with Health Saving Account company match)We offer generous paid time off for our non-exempt team members, starting with 3 weeks + 13 paid holidays, including 2 personal floating holidays. We also offer flexible time off for our exempt team members + 13 paid holidaysPaid parental leave (including maternity + paternity leave)Education assistance opportunities and free LinkedIn Learning accessFree mental health and family planning programs, including adoption assistance and fertility support401(K) program with company matchPet insuranceEmployee resource groupsCompany OverviewWaystar is a technology platform that provides healthcare revenue cycle management solutions. It was founded in 2017, and is headquartered in Louisville, Kentucky, USA, with a workforce of 1001-5000 employees. Its website is http://www.waystar.com.