Clinical Empowerment Manager, SLP/OT

About Presence

Presence is the leading provider of teletherapy solutions for children with diverse needs. Through our award-winning technology, Presence connects speech-language pathologists, occupational therapists, and behavior and mental health specialists to schools, districts, and organizations nationwide. Our growing network of 2,000+ clinicians has delivered more than 6 million teletherapy sessions to students across 47 states. Presence is backed by Spectrum Equity, TPG’s Rise Fund, and Bain Capital Double Impact.

We are a majority-female company led by Kate Eberle Walker, an education industry leader, working mom, and author of The Good Boss: 9 Ways Every Manager Can Support Women at Work. We are a remote-first workforce. We place a high value on schedule coordination to stay connected with each other when working in different places, and to create opportunities to engage with each other in person as well.

Why is this role important?

The success of our providers is key to the success of students, accounts, and Presence as a whole. The mission of the Clinical Empowerment Manager is to guide the success of all providers.

Clinical Empowerment Managers are responsible for the clinical assessment of new providers, effective assignment matching and guiding providers’ overall experience with Presence; where they may work with one or many accounts.

Clinical Empowerment Managers will work closely with regionally aligned teammates in Field Operations, to ensure that - for each account they work on - the provider's needs are being met (systems training, school relationship support and appropriate caseload) and that the provider is meeting the account needs.

What will you do at Presence?

Assess & Prepare New Providers

• Welcome new providers and confirm qualifications, experience, and preferences.
• Assess clinical competence and assignment readiness through an expanded Assignment Readiness Check. Where providers don’t meet standards, manage follow-up training or offboarding.
• Provide white glove service to support the provider's first Presence assignment matching experience.

Assignment Matching and Utilization

• Manage the ongoing clinical matching of providers with assignments
• Monitor their speed to billing, to ensure their income expectations are being met
• Monitor their overall caseload utilization and partner with Field Ops partners to adjust or reassign where needed.
• Provider introductions to Field Operations partners for onboarding to new assignments, checking in at set milestones to ensure providers’ needs are being met.
• Maintain accurate provider availability and routinely identify providers who are interested in providing additional availability.
• Identify where providers are lacking assignment options to inform account sales priorities
• Support identification of cross-licensing opportunities, engaging providers and initiating the process with Compliance.

Provider Support and Oversight

• Be providers’ key contact at Presence, available to support them directly or connect them with key partners around the business
• Provide clinical consultations to support their work and resolve issues at accounts, in partnership with Clinical Success Managers where appropriate
• Keep providers informed of updates to policies, system changes and learning opportunities and more.
• Meet with providers 1:1 (frequency TBD) to review their experience, understand their needs and support their future planning at Presence
• Partner with Clinical Success Managers to assess provider’s performance across accounts.
• Guide special handling cases where necessary to ensure ongoing clinical and professionalism standards are upheld.
• Identify and manage cases where providers no longer are able to meet Presence expectations and manage offboarding.
• Identify success stories to celebrate our providers and their achievements

Provider Development & Continuous Improvement 

• 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
• Collaborate cross-departmentally with key strategic partners to serve as a clinical and provider experience subject matter expert
• Inform general clinical education, learning resources, and participate in onboarding and/or Continuing Education course development/facilitation as approved by management
• Audit help center resources and other prov