• Handle inbound calls, emails, and/or chat from prospective clients • Conduct initial intake interviews and gather relevant information • Accurately document client details in CRM or internal systems • Assess inquiries and route cases to the appropriate team • Follow up with leads to ensure completion of intake process • Maintain a high level of professionalism and empathy in all interactions • Meet response time and conversion KPIs

• Planning, preparing and delivering online instruction in Clinical Chemistry • Documenting lessons in accordance with requirements • Coordinating with course management

• Lead and coach a remote team to achieve daily and weekly performance goals. • Serve as the primary point of contact for your assigned client, ensuring clear communication and exceptional service. • Manage team priorities, project timelines, and operational deliverables. • Monitor KPIs, quality, productivity, and team performance. • Resolve challenges proactively and remove blockers before they impact delivery. • Improve workflows, SOPs, and operational processes to help the team scale efficiently. • Collaborate with internal leaders to drive continuous improvement and client success.

• Coach clinical staff on managing complex cases, improving their independent, clinical skills and adhering to clinical policies and procedures. • Provide direct/in-person clinical oversight and support on a regular basis. • Drive great clinical outcomes for our members by performance managing substance abuse counselors to meet the organization’s companywide key performance indicators. • Conduct individual and group clinical supervision to develop skills and drive performance improvement (and document as appropriate). • Conduct direct observation of counseling services (intake and group) to provide appropriate feedback and coaching to staff. • Partner with the Regional Director to ensure all day to day functions run smoothly in order to deliver high quality care. • Address quarterly chart review trends and provide additional training/support, as needed, to ensure clinical documentation meets internal and external expectations. • Ensure clinical documentation is submitted in a timely manner. • Assist in preparations for site audits (e.g., state licensing, accreditation, managed care). • Provide Counselor coverage (PTO or illness) or other direct clinical services as appropriate or assigned. • Participate in the interview process for Counselors. • Perform quarterly/annual performance reviews for Clinical Staff and manage HR issues, working with State Director, HR and Clinical Director. • Help roll out new clinical protocols and product offerings. • Identify and act on opportunities for improved performance. • Participate in Quality & Compliance related initiatives as appropriate. • Ensure all new Counselors are trained effectively and fully understand the organization’s treatment model, policies & procedures, and values. • Identify staff training needs to meet quality goals and ensure those needs are met. • Support development of local or central training content, as subject matter expert. • Support successful launch of new locations, including hiring, community outreach, and demand generation. • Deliver structured and effective onboarding for new employees that both conveys technical knowledge and imparts culture. • Establish Groups as a respected & positive presence in the community. • Help deliver training, as needed. • Represent the organization in meetings and events, as the clinical expert or lead. • Assist Clinical Directors with implementing new clinical protocols and initiatives. • Accountable for clinical outcomes and related KPIs in assigned region and for optimizing clinical KPIs. • Work collaboratively with the providers and Regional Medical Director. • Ability to work remotely with regular and required travel to offices. • Other duties as assigned.