Clinical Service Lead (Care Management)

About Guideway Care*

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."™

Job Summary:

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.

Essential Functions:

• 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.

Service Accountability:

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.

Accountability for personnel decisions, strategic program outcomes, budgetary authority, and employment actions remain with operational manager.

Role Scope and Boundaries:

The Clinical Service Lead is not a formal people manager and does not conduct performance evaluations, issue corrective action, or make employment decisions

All formal performance management, disciplinary action, and employee development planning are owned by exempt leadership

The CSL provides operational observations and performance trend insights for escalation purposes only

The CSL focuses on ownership of service delivery and workflow outcomes rather than individual employee performance management

Partner Engagement:

Clinical Service Leads are expected to routinely engage with external partners in operational capacity. This includes coordinating implementations, addressing service delivery issues, and providing performance and workflow reporting. The CSL does not manage commercial relationships or contractual matters.

Required Skills/Abilities:

• 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

Travel Requirements: 0%

Work Authorization:

• Guideway Care does not offer Immigration or work visa sponsorship

Total Rewards:

The target salary range for this role is $34 – 40 per hour. An individual’s salary within this range is based on multiple factors including but not limited to skills, experiences, licensure, certifications, and other business and organizational considerations.

In addition, team members enjoy …

Benefits package including:

• Medical Insurance

• Vision Insurance

• Dental Insurance

• Flexible Spending Account (FSA),

• Company paid short- and long-term disability,

• Employee Assistance Program,

• Life Insurance,

• Accident insurance,

• and other voluntary benefit programs for employees and their eligible dependents.

• 401(k) retirement plan with a company match

Essential Duties and Responsibilities

• 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

• Immigration or work visa sponsorship will not be provided

• Physical Demands:

• 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.

• Guideway Care requires all candidates to successfully complete a background check, drug screening, and identity verification process, including third-party checks and real-time confirmation, prior to employment to ensure a secure and consistent candidate experience.

We applaud qualified applicants who are accountable and committed to producing quality work. As an Equal Opportunity Employer, we support and value diversity, dignity, and respect in our work environment, and are committed to creating an inclusive environment in which everyone can thrive.

Guideway Care is the parent company of Sequence Health