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