ABOUT THIS POSITION
The Manager, Clinical Product Consultants-UM, is responsible for supporting the day-to-day operations, performance, and engagement of the UM 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 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
WHAT YOU'LL NEED
Qualifications
Minimum Requirements
Bachelor's degree in nursing (Registered Nurse)
Minimum of 5 years of experience in Utilization Management (acute care), and/or related clinical services
UM/Case Management Certifications: CCM or ACM
Prior experience in management, mentorship, coaching, or informal leadership roles
Strong communication, organizational, and problem-solving skills
Demonstrated ability to balance individual responsibilities with team support
Preferred Qualifications
Experience working/consulting with healthcare technology or AI-enabled platforms
Master's degree in nursing (Registered Nurse)
Success Measures
Delivery of effective day-to-day support and mentorship to CPC team members
Sustained visibility into client health and operational risks across assigned teams
Timely and appropriate escalation of issues by CPCs to the Director
Balanced workloads and effective PTO coverage
Strong team engagement, satisfaction, and performance consistency
ABOUT WAYSTAR
Through a smart platform and better experience, Waystar helps providers simplify healthcare payments and yield powerful results throughout the complete revenue cycle.
Waystar’s healthcare payments platform combines innovative, cloud-based technology, robust data, and unparalleled client support to streamline workflows and improve financials so providers can focus on what matters most: their patients and communities. Waystar is trusted by 1M+ providers, 1K+ hospitals and health systems, and is connected to over 5K commercial and Medicaid/Medicare payers. We are deeply committed to living out our organizational values: honesty; kindness; passion; curiosity; fanatical focus; best work, always; making it happen; and joyful, optimistic & fun.
Waystar products have won multiple Best in KLAS® or Category Leader awards since 2010 and earned multiple #1 rankings from Black Book™ surveys since 2012. The Waystar platform supports more than 500,000 providers, 1,000 health systems and hospitals, and 5,000 payers and health plans. For more information, visit waystar.com or follow @Waystar on Twitter.
WAYSTAR PERKS
- Competitive total rewards (base salary + bonus, if applicable)
- Customizable benefits package (3 medical plans with Health Saving Account company match)
- We offer generous paid time off for our non-exempt team members, starting with 3 weeks + 13 paid holidays, including 2 personal floating holidays. We also offer flexible time off for our exempt team members + 13 paid holidays
- Paid parental leave (including maternity + paternity leave)
- Education assistance opportunities and free LinkedIn Learning access
- Free mental health and family planning programs, including adoption assistance and fertility support
- 401(K) program with company match
- Pet insurance
- Employee resource groups
Waystar is proud to be an equal opportunity workplace. We celebrate, value, and support diversity and inclusion. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, marital status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Skills Required
- Bachelor's degree in Business Administration, Marketing, or a related field.
- 3-5 years of experience in a customer success, account management, or client-facing role, preferably within a SaaS or technology company.
- Proven ability to manage a portfolio of diverse clients and build strong, lasting relationships.
- Excellent communication skills (written and verbal), presentation, and interpersonal skills.
- Strong analytical and problem-solving abilities with a proactive approach to identifying and addressing client needs.
- Demonstrated ability to influence and persuade stakeholders at various levels within an organization.
- Proficiency with CRM software (e.g., Salesforce, HubSpot) and customer success platforms.
- Self-motivated, organized, and able to manage multiple priorities effectively in a fast-paced environment.
- Experience with healthcare technology or revenue cycle management (RCM) solutions is a plus.
Waystar Compensation & Benefits Highlights
-
Healthcare Strength — Company materials describe multiple medical plan options with HSA contributions and access to mental‑health resources; dental and vision coverage are included.
-
Leave & Time Off Breadth — Offerings include generous PTO, paid holidays, volunteer time off, and paid parental leave for maternity, paternity, and adoption.
-
Retirement Support — A 401(k) plan with company matching is available and highlighted across public benefit descriptions.
Waystar Insights
What We Do
Waystar harnesses the power of agentic AI, generative AI, and advanced automation to drive meaningful outcomes so providers reach peak financial performance and patients receive care with confidence. The Waystar platform is used by more than 1 million providers and supports over 60% of the U.S. patient population - and integrates with all major HIS and practice management systems. The financial and administrative challenges facing healthcare providers are daunting. Waystar’s technology platform simplifies and unifies healthcare payments across the revenue cycle. We empower healthcare organizations to automate manual work, gain insight into processes and performance, and ultimately collect more revenue. At Waystar, we know there’s a better, more efficient way forward. Let’s climb the mountain ahead of us to reach new heights in healthcare.
Why Work With Us
Our Waystar values serve as a compass to center our decisions, inspire action, and promote outstanding performance. We are dedicated to providing a diverse, inclusive workplace and fostering a shared sense of belonging.
Waystar Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
