Clinical Services Manager

As the Clinical Services Manager, you will lead the clinical operations that help patients and providers thrive across all of Apogee’s clinics. You will manage and develop our Clinic Leads, own the clinical processes our prescribers rely on every day, oversee Prompt Care, our rapid-access telehealth service, and coach providers to do their best work.

The role splits time between administrative leadership (60%) and direct patient care (40%), giving you the chance to lead and still practice. It is a strong fit for a PA-C or PMHNP with at least 3 years of clinical experience and 2 years of leadership experience who enjoys developing people and making care better for every patient we serve.

Reports to:

Senior Director of Clinical Operations

Direct reports:

Clinic Leads – Admin & Personnel

Collaborates with:

Regional Clinic Manager, Provider Support Manager, System Medical Director, Clinical Quality Advisor, Clinic Medical Directors, Recruiting Team, HR Manager

Day in the life of a Clinical Services Manager

Day-to-day:

• Handling prescriber escalations
• Leading and supporting the Clinic Leads
• Coaching prescribers and supporting new prescribers through EHR onboarding
• Overseeing Prompt Care delivery and backing up crisis monitoring

ADMINISTRATIVE LEADERSHIP — Approximately 60% of the role.

Clinical Services Operations

• Clinic Lead Management: Manage and lead the Clinic Leads, developing them as local change champions who set the pace, roll out initiatives, mentor peers, and surface barriers.
• Clinical Process Management: Own the clinical processes that govern prescriber work. Keep them documented and current, drive continuous improvement, and ensure consistent adoption across all clinics.
• Prompt Care Services: Oversee the delivery and performance of Prompt Care, Apogee’s rapid-access telehealth service for intakes, short-term bridge visits, and daytime refill and in-basket coverage for providers on PTO.
• Crisis Monitoring Back-up: Serve as back-up to the Provider Support Manager for crisis monitoring and response.
• Coverage: Coordinate prescriber coverage during extended absences.

Provider Performance

• Prescriber Performance & Efficiency: Coach prescribers and hold them accountable to Apogee’s milestone metrics and productivity standards. Develop programs that improve prescriber efficiency.
• Timely Performance Feedback: Address performance concerns with prescribers as soon as they emerge, rather than waiting for the quarterly review, and set clear expectations with documented follow-up.
• Clinical Education & Corrective Action: Lead peer-to-peer training and provider re-education to close gaps in workflow, documentation, and performance. Refer clinical-practice issues to the System Medical Director.
• Prescriber Onboarding: Lead prescriber onboarding and provide post-orientation EHR support until new prescribers are working independently.
• Prescriber CME Engagement: Monitor prescriber participation in continuing medical education and follow up on gaps.
• Prescriber Recruiting: Interview prescriber candidates and advise the Recruiting Team on prescriber hiring needs by site.
• Reporting: Report provider performance to the Senior Director of Clinical Operations each month.

CLINICAL DELIVERY — Approximately 40% of the role.

• Caseload: Maintain a caseload in accordance with available non-administrative time.
• Clinical Support Back-up: Provide daytime on-call back-up for unavailable providers, including crisis calls, as needed.

• Licensure: Current, unrestricted North Carolina license as a PA-C or PMHNP-BC, with active DEA registration and applicable board certification.
• Experience: 3+ years of clinical experience as a psychiatric APP and 2+ years leading clinical support staff or providers.
• Track record of standardizing workflows and managing performance through metrics.
• Working knowledge of refill and EHR workflows.
• Preferred: familiarity with TMS, Spravato, and REMS; an MBA, MHA, or formal management training.
• Familiarity with the Principles of Medical Ethics of the American Medical Association and the Principles of Medical Ethics with Annotations Especially Applicable to Psychiatry.
• Ability to lead, supervise, and collaborate cross-functionally.
• Commitment to Apogee’s Mission & Vision of Making Each Day Better.