Clinical Success Manager, Speech-Language Pathologist

Summary

Join Presence, a leading teletherapy provider, as a Clinical Success Manager (CLSM)! In this remote role, you'll build and maintain relationships between school districts and therapists, ensuring high-quality care for students. You will provide clinical consultations, validate district needs, and support providers in meeting those needs. Responsibilities include clinical validation, service success oversight, provider development, and data analysis. A Master's degree in a relevant field and several years of experience are required. Presence offers a competitive salary, comprehensive benefits, and a supportive remote-first work environment.

Requirements

• Minimum of a Master’s Degree from an accredited college or university in one of the following discipline areas: Speech-Language Pathology or Communication Sciences & Disorders; ASHA Certificate of Clinical Competence (CCC)
• Occupational Therapy degree or equivalent; National Board-Certified Occupational Therapy Certification (OTR)
• Supervisory and/or management experience
• Specific timezone availability, as determined by the manager
• 2+ years of telepractice experience
• 3+ years of special education experience within the public school systems
• Prior experience using Google Suite, Zoom
• High-speed internet sufficient to support video conferencing

Responsibilities

• Serve as a clinical consultant and strategic partner for Presence Sales, Customer Success teams, and school district accounts to determine district-specific service needs & caseload requirements
• Inform clinically sound implementation of practices by using a clinical framework to set, communicate, and support expectations, monitoring and supporting adjustments to the services as needed
• Establish successful working relationships for clinical involvement by providing ongoing clinical consultation and support related to service offerings and changes, during Sales pre-contract stages, welcome calls, upsells, cross-sells, maintenance stages of accounts, and renewals by ensuring transparent and rigorous informational exchanges relevant to clinical needs and expectations
• Advise Sales and Customer Success teams on contractual agreements to match clinical needs with district requirements, considering the specific components that are needed in order to give accurate quotes, such as committed caseload needs, practice complexity, allocated caseload hours, referral timeline needs, and consideration of low incidence populations
• Inform decisions on account level expectations that shape parameters for successful clinical services and ensure the expectations are delineated and delivered downstream in the account relationship, re-engaging when service level needs change
• Support strategic clinical account reviews on an ongoing basis based on account needs, and complete end-of-year closeouts with school districts and partnership development teams, translating important clinical information to inform clinical account health maintenance
• Partner with Sales and Customer Success teams at conferences and meetings to support and serve as a clinical expert with current and potential clients
• Assess and audit provider readiness as specific to account needs, monitoring the performance of the provider from the point of clearance/handoff from a Clinical Empowerment Manager during active assignment through ongoing service delivery
• Review clinical preparations for the start of services and support related teams to adjust any initial service delivery considerations that were not previously identified
• Serve as the main point of contact for clinically related client and provider escalations
• Execute systematic checks on provider performance and ongoing quality of care, following through with timely support and documentation as needed; Prioritizing when there are clinical indicators that either district expectations and/or provider experiences may be at risk of success
• Provide comprehensive support to providers on district and site-specific readiness
• Provide oversight to the development and maintenance of Organizational Handbooks and other policy/learning resources that uphold district expectations and clinical quality standards
• Serve as a resource to ensure a positive experience between district and provider within assigned territory and school districts
• Support learning and development to validate that providers are set up for success and prepared to deliver services in line with district, state, and Presence expectations
• Collaborate with Provider Empowerment/Onboarding teams to ensure necessary information relevant to provider readiness and district requirements to inform assignment allocation and placements
• Maximize provider and active assignment utilization, monitoring ongoing workload needs for providers related to accounts, and partner with the Provider Empowerment team to make ongoing adjustments
• Support Customer Success with their referral management responsibilities and provide strategic support to referral needs such as assessing referral loads, making account adjustments, triggering additional staffing needs, informing clinical/IEP-based service considerations, and informing growth opportunities on an ongoing basis
• Use data analysis and reporting to make informed decisions and monitor ongoing service success regarding provider utilization
• Triangulate assignment success to oversee that schools receive reliable and quality services, providers receive desired referrals and support, and Presence receives necessary documentation of services delivered; escalating assignment needs to regional managers as needed
• Serve as the main point of clinical contact for day-to-day provider questions related to the Platform, billing, general and district-specific questions and concerns
• Communicate with providers on an ongoing basis to share district-specific and/or Presence related updates
• Participate in provider development, engagement/advocacy opportunities, and learning activities based on individualized involvement in clinical specialty groups and strategic initiatives/focus areas
• Translate provider voices and clinical feedback into meaningful action to ensure Presence continually moves the platform and provider experience forward, which may include holding a small clinical direct service caseload at times
• Collaborate cross-departmentally with key strategic partners to serve as a clinical subject matter and service delivery expert across the provider lifecycle
• Inform general clinical education, and learning resources, and participate in onboarding and/or Continuing Education course development/facilitation as approved or assigned by management
• Audit and monitor help center resources and other provider-facing resources/supports for clinical accuracy, relevance, accessibility, and effectiveness
• Collaborate with Instructional Design/Continuing Education teams in building resources that promote clinical best practices, strengthening effective and individualized learning pathways that support district requirements and provider success
• Maintain a clear understanding of the providers’ perspective and experience, Presence standards of care, and ensure internal operational systems and updates are appropriately communicated to providers

Preferred Qualifications

• 2+ years of Presence platform experience
• Salesforce experience
• Prior work as a teletherapy corporate employee and/or clinical management experience
• Prior experience coordinating and managing complex schedules and multiple user groups
• Experience with customer/account-facing service support in a clinically related role

Benefits

• Comprehensive Medical Coverage includes Dental and Vision
• Flexible PTO
• 11 Company Paid Holidays
• Benefits Package: including 401K savings plan and access to an Employee Assistance Program
• $500 home office stipend
• Paid Life insurance, AD&D., and disability benefits
• Paid parental and caregiving leave
• Eligibility to apply for a Professional Development Scholarship
• Inclusive Culture: We are intentional about creating a culture that is fun and inclusive
• This role is also eligible to participate in Presence’s equity plan subject to the terms of the applicable plans and policies
• Salary of $74,500.00 annually
• Remote work role