Healthcare Leadership Professional
2 days ago
This is a critical leadership position for our organisation, where you will play a key role in ensuring exceptional delivery of clinical services to enterprise clients. As a Clinical Services Manager, you will be responsible for managing client relationships, overseeing regional clinicians and acting as the primary point of contact.
Main Responsibilities- Client Relationship Management (30%)
- Serve as the main clinical point of contact for assigned enterprise clients.
- Own the delivery and quality of monthly clinical reports and insights.
- Track SLAs and proactively address any gaps or risks.
- Attend client-facing meetings, facilitate escalations and lead regular reviews.
- Clinical Service Oversight (30%)
- Ensure clinician rosters are filled and services delivered on time across onsite and virtual channels.
- Manage transitions, escalations and referrals for high-risk or complex cases.
- Monitor clinical quality benchmarks for delivery operations, helpline, care navigation and counselling teams.
- Clinician Quality Assurance and Development (30%)
- Be the people manager for assigned onsite or regional clinicians (counsellors and psychologists).
- Monitor session quality, flag performance issues and provide developmental feedback.
- Conduct orientation and operational onboarding for new clinicians.
- Cross-Functional Collaboration and Project Management (10%)
- Collaborate with other teams on improvements to service experience and workflows.
- Contribute to new program planning, pilot rollout or clinical enhancement projects.
- Master's Degree (or equivalent) in Counselling, Clinical Psychology or related mental health disciplines.
- Professional registration with a relevant counselling/psychology board.
- At least 3–5 years of post-graduate clinical experience.
- Demonstrated experience in clinical operations, client relationship management or case management.
- Experience managing clinicians, preferably in a B2B, hospital or EAP setting.
- Ability to balance clinical quality and client satisfaction.
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