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 service (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 RN or LPN license in a compact licensure state; OR MA Certification
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 $28 – 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,

Employment type
Full-Time

Work arrangement
Yes