Job Description

The Director of Care Team Clinical Support provides centralized leadership and oversight for the Clinical Support Specialist (CSS) and Assistant Clinical Support Specialist (ACSS) team. This role ensures standardized workflows, documentation quality, operational consistency, and alignment between CSS/ACSS support functions, clinicians, and Care Team operational leadership. Core responsibilities include workforce management, quality monitoring, compliance with Eventus protocols, and ensuring engagement and cohesion between support staff and clinical teams. This is a hybrid position with availability to travel to our Chapel Hill office. Salary range of $110,000 - $120,000

Essential Duties and Responsibilities:

The following duties and responsibilities generally reflect the expectations of this position but are not intended to be all inclusive, other duties may be assigned:

* Foster an engaging, cohesive, high-performing CSS and ACSS team through regular communication and clear expectations

* Oversee daily operations of the CSS/ACSS department, including monitoring staffing alignment and ongoing eligibility of CSS/ACSS support to clinicians

* Develop and optimize CSS/ACSS processes, tools, workflows.

* Receive and analyze quality metrics related to CSS/ACSS performance; provide timely coaching and feedback

* Ensure CSS/ACSS workflows align with needs communicated by ADCOEs, RDCOEs, and Clinical Operations leadership

* Collaborate with Care Team Operations, Clinical Operations, Education, OCH Team, and Analytics on documentation quality, workflow updates, and operational initiatives

* Provide timely communication to clinicians and leadership regarding CSS/ACSS support expectations, workflow changes, and operational updates

* Maintain personnel records, competencies, and performance documentation for CSS/ACSS roles.

Skills and Qualifications:

* Utilization of EMR; Microsoft Office/PC skills; effective utilization of AI tools; fundamental understanding of financial ROI and ability to analyze quantitative analysis/trending reports.

* Knowledge of HIPAA laws and healthcare regulatory requirements

* Strong leadership and communication skills; ability to work collaboratively and provide customer-service–focused support; has a strategic understanding of support workflows and structure

* Effective time management, problem-solving, adaptability, and organizational skills; expertise in process optimization and management

* Participate in Care Team Operations meetings and support training/orientation for new CSS/ACSS leaders as needed

* Other related duties as assigned

Education and/or Certifications:

* Bachelor’s Degree in related field required; Master’s Degree preferred.

* Previous long-term care experience required.

* Previous experience leading healthcare teams; performance management, including hiring, training, coaching, and other essential leadership duties

* Experience with developing and managing key performance indicators

Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the job.

• While performing the duties of this job, the employee is regularly required to communicate with others, including the ability to express oneself and exchange information in what, at times, could be a stressful or high-pressure environment.
• The employee frequently is required to move about the office to access files, use office equipment, and to interact with others. The person must be able to sit or remain in a stationary position for extended periods of time to be able to work, communicate on the phone, utilize the computer, and interact with others. The employee is occasionally required to stand or otherwise be able to access files, equipment, and other items in high places.
• Employee must be able to constantly operate computers, phones, and other office equipment.
• Employee must be able to bend, stoop, kneel, crouch, or crawl.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the job.

• The noise level in the work environment is usually low to moderate.
• Due to the collaborative nature of the business and the need to service customers, the employee must be able to interact effectively with others in an office environment, manage conflict, and handle stressful situations and deadlines.
• Requires desk work in office environment.
• Ability to work flexible hours as needed to meet deadlines.
• Possess a respectful and professional demeanor at all times.

Consistent with applicable federal and state laws, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.