Clinical Support Specialist II
MCG Health
full-time
Posted on:
Location Type: Remote
Location: United States
Visit company websiteExplore more
Salary
💰 $86,000 - $121,000 per year
About the role
- Apply advanced expertise in MCG content and software solutions, providing insights to optimize the impact and value of MCG solutions
- Collaborate with customers to align their goals with clinical strategy and recommend tailored MCG solutions that demonstrate measurable outcomes
- Collaborate with customer executives and key stakeholders to contribute to strategic discussions and support high-impact decisions
- Assess workflows for complex customers (including multi-solution and at-risk clients) and provide strategic recommendations to optimize MCG solution adoption and performance
- Apply clinical insight to assess business and clinical workflow challenges and provide best practice recommendations
- Partner with Account Management to assess client risk, lead implementation activities, and offer clinical expertise throughout the process
- Partner with customers throughout implementation phases to guide adoption, refine workflows, and proactively resolve integration challenges
- Lead change management initiatives that promote successful adoption and long-term engagement with MCG solutions
- Collaborate with internal stakeholders to communicate project milestones, escalate customer issues, and align on priorities
- Develop, monitor, and report on engagement metrics using dashboards and analytics to evaluate solution effectiveness
- Provide timely and actionable feedback to internal teams on enhancement opportunities and adoption challenges
- Identify common re-licensure challenges and collaborate with internal teams to escalate trends and recommend process improvements.
- Mentor Clinical Support Specialists and actively support onboarding efforts for new team members
- Share insight and clarify the CSS role for internal teams to support effective cross-functional collaboration
- Represent the Care Strategies team in cross-functional initiatives and external collaborative projects
- Consistently apply MCG Core Competencies with proficiency in both customer-facing and internal collaboration
- Apply principles from the Customer Success Toolkit to strengthen communication, resolve team challenges, and model collaborative behaviors in client and internal settings
- Apply advanced proficiency with Salesforce, Gainsight, and Microsoft Office to manage workflows and provide client insights
Requirements
- Associate’s degree in nursing
- Strong written and verbal communication skills, with a focus on effective customer-facing communication and cross-functional collaboration
- Effectively manages remote work independently, maintaining productivity and collaboration across teams and customer engagements
- Leverages remote work and collaboration tools to coordinate across teams, manage engagement details, and contribute to shared workflows and documentation
- Independently manages competing priorities across projects, adjusting workflows and timelines in collaboration with internal and external stakeholders
- Extensive experience in Utilization Management, Utilization Review, or Case Management, including applying clinical guidelines and optimizing workflows
- Willingness and ability to travel up to 50-80% to customer sites and MCG required and sponsored events
- Demonstrated ability to translate complex clinical workflows into structured business and technical requirements for solution optimization
- Experience independently leading components of project implementation and clinical workflow design, collaborating with internal and external stakeholders to ensure successful execution
- Minimum of 3–5 years of experience using MCG solutions in a clinical role
- MCG Certification obtained within 6 months of hire
- Active, current, and unrestricted RN License in a state or territory of the United States
- National certification (CCM or ACM) (preferred)
- Bachelor’s degree in nursing or healthcare-related field, Master’s, or Board Certified (preferred)
Benefits
- 💻 Remote work
- ✈️ Occasional travel expected for company-sponsored events
- 🩺 Medical, dental, vision, life, and disability insurance
- 📈 401K retirement plan; flexible spending and health savings account
- 🏝️ 15 days of paid time off + additional front-loaded personal days
- 🏖️ 14 company-recognized holidays + paid volunteer days
- 👶 up to 8 weeks of paid parental leave + 10 weeks of paid bonding leave
- 🌈 LGBTQ+ Health Services
- 🐶 Pet insurance
- 📣 Check out more of our benefits here: https://www.mcg.com/about/careers/benefits/
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Utilization ManagementUtilization ReviewCase Managementclinical workflow designproject implementationclinical guidelinesengagement metricssolution optimizationworkflow assessmentchange management
Soft Skills
written communicationverbal communicationcross-functional collaborationindependent worktime managementproblem-solvingmentoringcustomer-facing communicationstrategic thinkingadaptability
Certifications
MCG CertificationRN LicenseCCMACMBachelor’s degree in nursingAssociate’s degree in nursingMaster’s degree in nursingBoard Certified