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 throughongoing coaching, mentorship, and real-time feedbackin 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 ongoingawareness of client activity and overall account healthacross the CPC team

Conduct regular check-ins(1:1 meetings)toreviewclient 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 CPCsescalate all client concerns directly to the Director of Clinical Servicesin a timely mannerthrough SBAR. Assist CPCs with SBAR formulation and development.

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

Providecontext or input when requestedby leadership

Working Manager Responsibilities

Manage an assigned portfolio of client accounts

Provide clinical product support and maintainprofessional client relationships

Demonstrate and modelbest practices in client engagement and service delivery

Administrative & Operational Oversight

Review and approveteam PTO requests, ensuring adequate coverageacross clients

Monitor team schedules and workloads to maintainbalanced 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 ofDirector-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 ofall client escalations and related decisions
- Final authority onclient 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 inmanagement,mentorship, coaching, or informal leadership roles

Strong communication, organizational, and problem-solving skills

Demonstrated ability to balance individual responsibilities with team support

Manager, Clinical Services Consultant at Waystar