Manager, Clinical Services Consultant

About the role

ABOUT THIS POSITION The Manager, Clinical Product Consultants, is responsible for supporting the day-to-day operations, performance, and engagement of Clinical Product Consultants. This role functions as a frontline leader and working manager, providing mentorship, guidance, and operational oversight while maintaining visibility into client activity and team performance. The Manager plays a key role in reinforcing standardized workflows, supporting execution of leadership priorities, and ensuring the timely and appropriate escalation of client concerns to the Director of Clinical Services in accordance with organizational protocols. WHAT YOU'LL DO 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)toreview 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 mannerthrough 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 coverageacross 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 WHAT YOU'LL NEED Minimum Qualifications 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 Preferred Qualifications Experience working/consultingwith healthcare technology or AI-enabled platforms Master's degree in nursing(Registered Nurse) ABOUT WAYSTAR Through a smart platform and better experience, Waystar helps providers simplify healthcare payments and yield powerful results throughout the complete revenue cycle. Waystar 's healthcare payments platform combines innovative, cloud-based technology, robust data, and unparalleled client support to streamline workflows and improve financials so providers can focus on what matters most: their patients and communities. Waystar is trusted by 1M+ providers, 1K+ hospitals and health systems, and is connected to over 5K commercial and Medicaid/Medicare payers. We are deeply committed to living out our organizational values: honesty; kindness; passion; curiosity; fanatical focus; best work, always; making it happen; and joyful, optimistic & fun. Waystar products have won multiple Best in KLAS® or Category Leader awards since 2010 and earned multiple #1 rankings from Black Book™ surveys since 2012. The Waystar platform supports more than 500,000 providers, 1,000 health systems and hospitals, and 5,000 payers and health plans. For more information, visit waystar.com or follow Waystar " rel="nofollow ugc noopener noreferrer" target="_blank"> @ Waystar on Twitter. WAYSTAR PERKS Competitive total rewards (base salary + bonus, if applicable