Clinical Service Lead (Care Management)

Guideway Care

3d•$34 - $40•Remote

About The Position

Guideway Care is The Patient Activation Company™. We don't just "engage" patients; we activate them. By utilizing our proprietary Motivational Patient Guidance (MPG) model and AI-powered technology, we resolve the practical and psychological barriers that prevent patients from taking their "next right action."™ The Clinical Service Lead (CSL) is a non-exempt, front-line operational leadership role responsible for the day-to-day execution of Guideway Care clinical services (Care Management). This role is designed as a working operational lead accountable for service delivery, workflow stability, and partner-facing operational coordination. The CSL does not function as a people manager and does not hold formal performance management or disciplinary authority. The Clinical Service Lead plays a critical role in ensuring high-quality, efficient, and compliant clinical service delivery across assigned operational lanes. The role focuses on managing work rather than managing employees, serving as a key execution partner to leadership while remaining closely connected to frontline workflows.

Requirements

Active, unencumbered Registered Nurse license in a compact licensure state
Strong operational and workflow management skills in clinical or care management environments
Chronic Care Management experience required. (CCM, PCM, APCM)
Ability to balance hands-on production work with coordination and oversight responsibilities
Clear written and verbal communication skills for partner-facing and internal operational contexts
Analytical skills for monitoring service performance metrics and identifying operational trends
Ability to work effectively within defined role boundaries and escalation frameworks
High attention to detail and commitment to documentation accuracy and compliance
Comfort operating in dynamic environments with shifting volumes and priorities
Able to work remotely at home in a private HIPAA compliant workspace
Able to house company equipment needed to perform job
Broadband Internet Access
Internet download speed must be at least 24 mbps and upload speed at least 4 mbps
Guideway Care does not offer Immigration or work visa sponsorship
Ability to hear in normal range and wear a headset / earpiece
Good visual acuity to read computer screens, scripts, forms, etc.
May sit 100% of the time when taking calls
Access to the electronic medical record (EMR) system may require the use of your personal mobile device for authentication purposes.
Candidates must successfully complete a background check, drug screening, and identity verification process, including third-party checks and real-time confirmation, prior to employment.

Nice To Haves

Accountable and committed to producing quality work.

Responsibilities

Own day-to-day execution of assigned clinical service workflows, ensuring service-level agreements, quality standards, and operational deliverables are met
Manage and stabilize clinical workflows, case assignments, and outreach activities to support timely, high-quality care delivery
Serve as an operational point of contact for external partners, including providing service updates, coordinating deliverables, and supporting implementation readiness
Prepare and deliver routine operational reports related to service performance, workflow status, and partner commitments
Spend a defined portion of time (approximately 20–50%) performing clinical or operational production work to support coverage, backlog management, and high-priority needs
Support onboarding and workflow training for clinical staff, reinforcing protocols, documentation standards, and system use
Monitor operational trends related to quality, productivity, and attendance and escalate risks or concerns to leadership
Approve staff timecards and support scheduling coordination as an administrative function
Identify operational improvement opportunities and support adoption of tools, processes, and technology enhancements
Maintain required partner documentation and ensure compliance with clinical protocols, PHI, and regulatory standards
Support change management, ensuring a smooth transition and adoption of a requested change in service
Any other duties necessary to drive our values, fulfill our mission, and abide by our company values.
The Clinical Service Lead is directly responsible for the day‑to‑day operational service outcomes of assigned clinical workflows or service lanes, including service‑level performance, quality standards, and partner deliverables.
Routinely engage with external partners in operational capacity. This includes coordinating implementations, addressing service delivery issues, and providing performance and workflow reporting.