[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.

Responsibilities

• 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
• 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
• 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
• 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
• 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
• 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
• Ownership of all client escalations and related decisions
• Final authority on client strategy, prioritization, and risk mitigation

Skills

• Bachelor's degree in nursing (Registered Nurse)
• Minimum of 5 years of experience in CDI, utilization management, or related clinical services
• CDI: CCDS, CDIP, or equivalent certification
• UM: CCM or ACM
• Prior experience in management, mentorship, coaching, or informal leadership roles
• Strong communication, organizational, and problem-solving skills
• Demonstrated ability to balance individual responsibilities with team support
• Experience working/consulting with healthcare technology or AI-enabled platforms
• Master's degree in nursing (Registered Nurse)

Benefits

• Competitive 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 holidays
• Paid parental leave (including maternity + paternity leave)
• Education assistance opportunities and free LinkedIn Learning access
• Free mental health and family planning programs, including adoption assistance and fertility support
• 401(K) program with company match
• Pet insurance
• Employee resource groups

Company Overview