Position SummaryThe Director of Clinical Success is responsible for the strategic leadership of NLST's provider success and clinical partnership programs. This role oversees the full clinical lifecycle—from provider onboarding and readiness through ongoing performance, retention, district satisfaction, and renewals.The Director develops and implements the systems, standards, and processes that enable NLST to consistently deliver exceptional provider and district experiences while supporting NLST's long-term growth strategy.This leader serves as the executive clinical partner to key districts alongside sales, collaborates cross-functionally with Sales, Recruiting, Marketing, Operations, and HR, and continually improves the scalability, quality, and efficiency of NLST's clinical support model.Success in this role is measured by provider retention, district satisfaction, successful placements, operational excellence, and the ability to scale NLST's clinical operations in support of Operation 1,000. Key ResponsibilitiesClinical Leadership & Strategy
- Develop and execute NLST's clinical success strategy to support organizational growth.
- Establish clinical service standards, provider expectations, and operational best practices across all districts.
- Design scalable systems that support provider onboarding, ongoing success, and district engagement.
- Develop KPIs, dashboards, and reporting to measure provider performance, district satisfaction, retention, and operational efficiency.
- Continuously evaluate clinical processes and implement improvements that enhance quality, consistency, and scalability.
Leadership & Team Development
- Lead, mentor, and develop the clinical team.
- Establish clear performance expectations, accountability measures, and professional development plans.
- Provide coaching on provider support, customer service, clinical performance management, and district partnerships.
- Create consistency through standardized workflows, training, and best practices.
- Build organizational capacity by identifying future clinical growth opportunities.
Provider SuccessProvide executive oversight of the provider experience from placement acceptance through contract completion.Responsibilities include:
- Developing onboarding strategy and clinical readiness programs.
- Ensuring providers receive consistent support throughout their assignments.
- Overseeing provider performance management.
- Driving provider retention initiatives.
- Increasing provider engagement and referral generation.
- Ensuring providers consistently represent NLST's Five-Star Service standards.
District Success & Strategic Account ManagementServe alongside sales as the clinical partner for assigned strategic accounts while guiding to maintain exceptional district relationships.Responsibilities include:
- Executive-level client relationship management.
- Clinical kickoffs.
- Quarterly business reviews.
- Provider performance discussions.
- Clinical consultation.
- Service recovery and escalation management.
- District satisfaction initiatives.
- Renewal support and account growth opportunities.
Partner closely with Sales to strengthen customer relationships and identify expansion opportunities. Clinical Quality & Performance
- Establish clinical quality standards for documentation, communication, professionalism, and service delivery.
- Oversee provider performance evaluations and coaching initiatives.
- Identify trends impacting provider or district success and implement corrective strategies.
- Develop clinical resources, playbooks, templates, and training materials that improve consistency across providers.
- Ensure compliance with state licensure, supervision, and district-specific requirements.
Operational ExcellenceProvide strategic oversight of clinical operations by ensuring effective processes for:
- Provider onboarding and offboarding
- Licensure tracking
- Compliance monitoring
- Caseload management
- Documentation audits
- Timesheet approvals
- Dynamics CRM documentation
- School resource management
Identify automation opportunities and process improvements that increase operational efficiency. Cross-Functional LeadershipPartner closely with executive leadership and department leaders to ensure alignment across the organization.Collaborate with:Sales
- Customer retention
- Renewals
- Expansion opportunities
- District communication strategy
Recruiting
- Provider readiness
- Hiring feedback
- Workforce planning
- Candidate quality
Marketing
- Employer branding
- Clinical content
- Provider testimonials
- Conference strategy
- Social recruiting initiatives
HR & Operations
- Compliance
- Employee relations
- Process improvements
- Organizational initiatives
Data & Business Performance
- Monitor provider and district health metrics.
- Analyze trends impacting retention, placements, and customer satisfaction.
- Present recommendations and performance updates to executive leadership.
- Utilize data to drive strategic decision-making and continuous improvement.
Other Responsibilities
- Champion NLST's culture, mission, and Five-Star Service philosophy.
- Support strategic initiatives that contribute to Operation 1,000.
- Represent NLST at conferences, customer meetings, and industry events.
- Lead special projects and additional responsibilities as assigned by executive leadership.
Qualifications
- ASHA Certified Speech-Language Pathologist (CCC-SLP) required.
- Minimum 7 years of progressive leadership experience in school-based speech-language pathology or related clinical operations.
- Experience leading teams and developing leaders.
- Strong account management and customer relationship experience.
- Demonstrated ability to improve operational processes and scale systems.
- Experience using CRM platforms, dashboards, and performance metrics to drive business decisions.
- Exceptional communication, coaching, and leadership skills.
- Ability to think strategically while remaining operationally engaged.
- Passion for building people, processes, and long-term partnerships.
Pay: From $125,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Mileage reimbursement
- Paid time off
- Professional development assistance
- Vision insurance
Work Location: Hybrid remote in Queen Creek, AZ 85142
