Manager, Clinical Services Consultant

Performance Management 

• Reinforce performance expectations through ongoing coaching, mentorship, and real-time feedback in alignment with established workflows and best practices 

• Monitor team quality and consistency as part of day-to-day support, identifying opportunities for improvement and guiding staff toward expected performance standards 

• Support the development of new employees through structured onboarding, targeted coaching, and reinforcement of core competencies 

• Provide input to the Director on individual and team performance trends, including observational insights and supporting documentation for the annual performance management process 

Client & Team Awareness 

• Maintain ongoing awareness of client activity and overall account health across the CPC team 

• Conduct regular check-ins (1:1 meetings) to review client status, workload, and potential risks 

• Ensure visibility into operational performance without directing client strategy or decision-making 

• Identify trends or emerging concerns and communicate appropriately to leadership 

Escalations 

• Ensure CPCs escalate all client concerns directly to the Director of Clinical Services in a timely manner through SBAR. Assist CPCs with SBAR formulation and development. 

• Reinforce adherence to escalation protocols (refer to internal escalation policy) 

• Provide context or input when requested by leadership 

Working Manager Responsibilities 

• Manage an assigned portfolio of client accounts 

• Provide clinical product support and maintain professional client relationships 

• Demonstrate and model best practices in client engagement and service delivery 

Administrative & Operational Oversight 

• Review and approve team PTO requests, ensuring adequate coverage across clients 

• Monitor team schedules and workloads to maintain balanced resource allocation 

• Support continuity of operations through effective coordination of team availability 

• Support the development of department policies and procedures with Director oversight 

• Other duties/projects as assigned by Director  

Execution Support 

• Support and reinforce execution of Director-defined priorities, workflows, and initiatives 

• Assist CPCs in navigating daily operational challenges 

• Promote consistency in workflow execution and adherence to established processes 

Responsibilities Retained by Director of Clinical Services 

• Ownership of all client escalations and related decisions 

• Final authority on client strategy, prioritization, and risk mitigation