Director of Clinical Services

TEAM has been providing quality employee assistance program services for over 30 years, with a mission to improve the outcomes of those we serve by providing the right care at the right time. Our hands-on approach gives members and their dependents direct access to an experienced team of clinicians and other experts who understand the difficulty of navigating a complex medical system. We embrace the unique challenges working families face and try to simplify the journey to wellness.

We serve the building trade members and their employers, grocery workers and the supermarkets that employ them, the hospitality industry, and their employers. Team provides multi-faceted services including behavioral health, patient advocacy, care coordination, wellness, and nutrition.

Role Overview

The Director of Clinical Care Services provides strategic leadership and operational oversight for multidisciplinary teams delivering behavioral health, patient advocacy, care coordination, and wellness coaching services. This role ensures high-quality, client-centered care delivery, strong team performance, regulatory compliance, and continuous improvement across all service lines.

Reporting Structure

• Reports to: Chief Executive Officer

• Direct Reports:

  • Three Managers and four service disciplines

    • Behavioral Health Manager

    • Patient Advocacy & Wellness Coaching Manager

    • Care Coordination Manager

    • Admin Triage Manager

Indirect Reports: ~30 +

Key Responsibilities

1. Strategic Leadership

• Develop and execute strategic plans for EAP service delivery aligned with organizational goals, mission, and values.

• Identify opportunities to expand services, improve outcomes, and enhance client experience.

• Collaborate with executive leadership to develop and drive new programs (e.g., integrated care models, digital tools).

Brief:

Leads the strategic direction of multidisciplinary EAP services, ensuring alignment with organizational goals and evolving client needs. Drives innovation in whole-person care through integrated service delivery models.

2. Operational Oversight

• Oversee day-to-day operations across all service lines.

• Ensure appropriate staffing, scheduling, and workload distribution.

• Monitor service levels (e.g., utilization, data integrity, response times, case resolution, employee productivity).

Brief:

Provides operational leadership across behavioral health, patient advocacy, care coordination, and wellness programs, ensuring consistent, high-quality service delivery and adherence to performance standards.

3. Team Leadership & Development

• Directly lead, coach Managers.

• Build leadership capability among Managers.

• Promote a culture of accountability, collaboration, and engagement.

• Foster an environment of continuous improvement, education, and training.

• Support recruitment, onboarding, and retention efforts.

• Drive accountability to established Key Performance Metrics (KPI)

• Assist in problem solving and critical incident management.

Brief:

Leads and develops a team of Managers, promoting leadership excellence, employee engagement, and a high-performance culture focused on client outcomes and service quality.

4. Clinical Quality & Compliance

• Ensure clinical excellence and adherence to ethical standards.

• Maintain compliance with regulatory requirements (HIPAA, state licensing, accreditation).

• Oversee quality assurance, audits, and documentation standards.

Brief:

Ensures clinical integrity and adherence to regulatory and accreditation standards, implementing quality assurance frameworks to continuously improve care delivery and client outcomes.

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Performance Management & Metrics

• Define KPIs and monitor performance (e.g., utilization, satisfaction, outcomes).

• Analyze data to identify trends and improvement opportunities.

• Builds reports and presents results to leadership and clients.

Brief:

Utilizes data-driven insights to monitor service performance, drive operational improvements, and ensure achievement of key performance indicators across all service lines.

6. Client & Stakeholder Engagement

• Participate in client events, training, and presentations.

• Foster strong client relationships, high client satisfaction, and loyalty

• Partner with providers, health plans, and vendors as needed to service the client base.

• Support business development and retention efforts.

• Address escalated client concerns.

Brief:

Serves as a key liaison for internal and external stakeholders, ensuring strong client relationships and effective resolution of complex or escalated cases.

7. Program Integration & Collaboration

• Promote integration across behavioral health, patient advocacy, care coordination, and wellness services.

• Collaborate with other departments (HR, IT, Consulting, finance).

• Advocate for ongoing services improvement and quality member experience.

Brief:

Drives cross-functional collaboration to ensure seamless, integrated care experiences that address the full spectrum of member needs.

8. Continuous Improvement & Innovation

• Lead process improvement initiatives.

• Implement best practices and evidence-based interventions.

• Evaluate and adopt new tools, technologies, or care models.

Brief:

Champions continuous improvement initiatives, leveraging best practices and innovation to enhance program effectiveness and scalability.

Qualifications

Required

• Master's degree in Physician Assistant Studies/practice

• Active clinical licensure

• 8-12+ years healthcare experience

• Experience in leadership/management roles

Preferred

• Experience managing multidisciplinary teams.

• Experience in EAP or employer-based services

• Strong knowledge of behavioral health, patient advocacy, care coordination, and wellness offerings

Core Competencies

• Strategic thinking

• Emotional intelligence

• Leadership and team development

• Operational excellence

• Data-driven decision making

• Communication & stakeholder management

• Change management.

Summary

This role is critical in ensuring that members receive timely, high-quality, and coordinated support across behavioral health and wellness needs, while driving organizational performance, innovation, and client satisfaction.