Stroke/Core Measures Clinical Services Lead

Job Description

Under the direction of the Manager or Senior Manager, the Clinical Services Lead plays a vital role in the account team, driving partner satisfaction through continuous communication and effective project management. The Clinical Services Lead is responsible for ensuring partner deliverables are met during new implementations and ongoing projects by monitoring and prioritizing case workflows and addressing first-tier service issues. As a key member of the clinical leadership team, this role collaborates closely with Clinical Data Leads, Clinical Data Quality Specialists, the abstraction team, and Client Services management to ensure high-quality service delivery to our partners.

Roles and Responsibilities

• Oversee deadlines, team productivity, and case completion providing follow-up as necessary to ensure partner deliverables are met and target service line operational goals are achieved.
• Coach team members on missed deadlines and inform SM/MCS of missed deadlines.
• Create case assignments.
• Monitor partner case volumes and hours to ensure teams are properly staffed to meet partner turnaround time, and request resource adjustments as needed.
• Review key operating metrics to provide data driven recommendations to support business financial goals.
• Serve as our partners’ primary point of contact for Client Services.
• Maintain high levels of partner satisfaction by driving engagement and anticipating customer needs through ongoing communication, including scheduling and facilitating partner meetings and agendas.
• Responsible for overall deliverables to partners including meeting deadlines, data submission agreements, and service agreements as outlined in the partner contract.
• Championing the use of QC technology to streamline internal workflows and providing technology demonstrations for partners, as needed.
• Proactively identify risk to partner satisfaction and escalate to SM/MCS.
• Act as primary owner within Client Services for new implementations, reporting out on status when asked and serving as the point to solve implementation delays by working closely with the Project Manager and SM/MCS.
• Participate in process improvement work to support overall Q-Centrix or Client Service.