Clinical Service Lead

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."™

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. 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.

• 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 accelerate 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.

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.

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.

Clinical Service Leads are expected to routinely engage with external partners in operational capacity. This includes coordinating implementations, addressing…