Care Guide Team Lead

ABOUT the company

The company is one of the fastest-growing benefits solutions and a category-defining pioneer in employer specialty pharmacy. We are reshaping how life-changing therapies are delivered and financed, ensuring patients get the treatment they need while employers finally get a fair deal.

Specialty drugs and infusions represent nearly 10% of all healthcare spend and are the fastest-growing cost category for employers. The company tackles this challenge with a novel approach: eliminating hidden markups, expanding access to high-quality infusion providers, and bringing clarity and fairness to how therapies are priced and paid for.

We’re proud to partner with numerous Fortune 500 companies and leading TPAs. Each patient we serve creates immediate ROI: lower costs, improved access, and better care. Join us as we redefine what’s possible in specialty care.

ROLE OVERVIEW

The Care Guide Team Lead is a hybrid clinical and people management role for a senior Registered Nurse who is ready to step into leadership — without leaving the clinical work behind. Reporting directly to the Senior Clinical Manager, Care Guides, this person will manage a caseload of up to 40 active members while directly leading a pod of 5–7 Care Guide RNs. This includes owning their performance, development, coaching, and formal evaluations.

As the company scales its Care Guide team, the Team Lead is the first line of clinical leadership: the resource Care Guides turn to when they hit complex clinical situations, the person who catches quality and performance issues before they reach the Senior Clinical Manager, and a key driver of a team culture built around clinical excellence. Clinical credibility with your team is non-negotiable — this role requires an active Registered Nurse license.

KEY RESPONSIBILITIES

PEOPLE MANAGEMENT & DIRECT REPORT OVERSIGHT

• Directly manage 5–7 Care Guide RNs — their daily work, development, performance, and wellbeing are your responsibility.

• Conduct weekly 1:1s with each direct report, providing consistent clinical coaching, real-time feedback, and career development support.

• Own formal performance evaluations for all direct reports — set goals, track progress, deliver written reviews, and make compensation recommendations in partnership with the Senior Clinical Manager.

• Address performance concerns early and directly — document issues, create improvement plans when needed, and loop in the Senior Clinical Manager on anything that requires escalation.

• Manage scheduling, PTO coverage, and workload balancing across your pod.

• Lead onboarding for new Care Guide hires into your pod — clinical orientation, documentation standards, early-stage feedback, and ramp-to-full-panel support.

• Participate in Care Guide hiring panels and contribute clinical and cultural assessment.

CLINICAL WORK — UP TO 40 ACTIVE MEMBERS

• Carry a personal caseload of up to 40 active members as primary clinical contact throughout their home infusion therapy journey.

• Deliver RN-level medication education to patients and caregivers — drug mechanisms, administration protocols, side effect management, adverse event triage, and what to expect at every stage of treatment.

• Conduct pre-infusion clinical check-ins to verify medication receipt, confirm patient comprehension, and address clinical concerns before treatment day.

• Conduct post-infusion follow-up to assess patient experience, document outcomes, and address any adverse events.

• Route accurate, time-sensitive post-infusion documentation to providers within SLA.

• Coordinate with nursing agencies on appointment confirmation and scheduling exceptions for your panel.

• Receive clinical handoff packages from Intake Coordinators and maintain clinical continuity from onboarding through active treatment.

CLINICAL ESCALATION & POD QUALITY

• Serve as the first clinical escalation point for your pod — handle complex clinical questions, resolve blockers, and route issues to the Senior Clinical Manager only when they genuinely require senior judgment.

• Monitor pod-level quality metrics: patient NPS, pre/post-infusion check-in completion, and documentation SLA compliance.

• Identify clinical quality or documentation gaps within the pod and drive corrections — through direct coaching, process changes, or escalation as appropriate.

• Serve as a role model for the company's clinical documentation standards and patient engagement approach.

• Contribute to SOPs, clinical checklists, and training materials as the team scales.

REQUIRED SKILLS & EXPERIENCE

• Active Registered Nurse (RN) license — required. No exceptions.

• 5+ years of clinical experience, with at least 2–3 years in infusion therapy, home health, or specialty nursing.

• At least 6 months as a Care Guide at the company, or equivalent patient coordination experience at the RN level, with a strong performance record.

• Prior experience managing, formally evaluating, or directly developing other clinical staff — not just informal mentorship.

• Demonstrated ability to give direct, honest, and constructive feedback — including to peers and in difficult performance conversations.

• Ability to manage a patient caseload of up to 40 active members while actively leading a team of 5 RNs.

• Strong clinical communication skills across patients, providers, nursing agencies, and internal teammates.

• Highly organized and self-directed; able to manage clinical and leadership priorities in a fully remote environment.

• Resides in California, Washington, Nevada, Oregon, or Idaho and available for full-time M–F, 10 AM–6 PM PST hours.

PREFERRED QUALIFICATIONS

• Prior charge nurse, lead coordinator, or formal supervisory experience.

• Infusion-specific certifications (CRNI or equivalent).

• Experience building or improving clinical workflows, SOPs, or training materials.

• Fluency in Spanish (spoken and written).

At the company, we’re building an outlier company with real impact — and that takes focus, energy, and commitment. If that excites you, we’d love to hear from you.

The company is an equal opportunity employer and welcomes applicants from all backgrounds. We’re committed to building a team that reflects a diversity of perspectives, experiences, and identities.