Manager, Clinical Services Consultant

ABOUT THIS POSITION

The Manager, Clinical Product Consultants-UM, is responsible for supporting the day-to-day operations, performance, and engagement of the UM 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) 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 

WHAT YOU'LL NEED
Qualifications 

Minimum Requirements 

Bachelor's degree in nursing (Registered Nurse) 

Minimum of 5 years of experience in Utilization Management (acute care), and/or related clinical services  

UM/Case Management Certifications: 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/consulting with healthcare technology or AI-enabled platforms 

Master's degree in nursing (Registered Nurse) 

Success Measures 

Delivery of effective day-to-day support and mentorship to CPC team members 

Sustained visibility into client health and operational risks across assigned teams 

Timely and appropriate escalation of issues by CPCs to the Director 

Balanced workloads and effective PTO coverage 

Strong team engagement, satisfaction, and performance consistency 

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 on Twitter.  

WAYSTAR PERKS
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

Waystar is proud to be an equal opportunity workplace. We celebrate, value, and support diversity and inclusion. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, marital status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.