Clinical Support Specialist II

At MCG, we lead the healthcare community to deliver patient-focused care. We have a mission-driven team of talented physicians and technical experts developing our evidence-based content and innovating our products to accelerate improvements in healthcare. If you are driven to enhance the US healthcare system, MCG is eager to have you join our team. We cultivate a work environment that nurtures personal and professional growth, and this is a thrilling time to become a part of our organization. With dynamic roles that offer meaningful impact, you'll be able to fully realize your potential. Plus, you'll enjoy world-class benefits and the security, stability, and resources of our parent company, Hearst, with over 100 years of experience.

As a Clinical Support Specialist II (CSS II) you will apply advanced knowledge of MCG content and clinical strategies to support high-complexity customer engagements. Operating with minimal supervision, you will collaborate with cross-functional teams and client leadership to assess workflows, implement customized solutions, and lead change management efforts that drive measurable value. This role serves as a mentor to Clinical Support Specialists and contributes to internal process innovation, customer retention strategies, and MCG’s visibility at industry events. 

This position represents a mid-point in the Clinical Support Specialist career ladder and is designed for individuals with demonstrated clinical, strategic, and implementation expertise. Advancement is based on consistent performance, leadership contributions, mentorship, and alignment with organization priorities. 

You Will: 

•  Apply advanced expertise in MCG content and software solutions, providing insights to optimize the impact and value of MCG solutions 
•  Collaborate with customers to align their goals with clinical strategy and recommend tailored MCG solutions that demonstrate measurable outcomes 
• Collaborate with customer executives and key stakeholders to contribute to strategic discussions and support high-impact decisions
•  Assess workflows for complex customers (including multi-solution and at-risk clients) and provide strategic recommendations to optimize MCG solution adoption and performance 
• Apply clinical insight to assess business and clinical workflow challenges and provide best practice recommendations
•  Partner with Account Management to assess client risk, lead implementation activities, and offer clinical expertise throughout the process 
• Partner with customers throughout implementation phases to guide adoption, refine workflows, and proactively resolve integration challenges
• Lead change management initiatives that promote successful adoption and long-term engagement with MCG solutions
• Collaborate with internal stakeholders to communicate project milestones, escalate customer issues, and align on priorities
• Develop, monitor, and report on engagement metrics using dashboards and analytics to evaluate solution effectiveness
•  Provide timely and actionable feedback to internal teams on enhancement opportunities and adoption challenges 
• Identify common re-licensure challenges and collaborate with internal teams to escalate trends and recommend process improvements. 
• Mentor Clinical Support Specialists and actively support onboarding efforts for new team members
• Share insight and clarify the CSS role for internal teams to support effective cross-functional collaboration
• Represent the Care Strategies team in cross-functional initiatives and external collaborative projects
•  Consistently apply MCG Core Competencies with proficiency in both customer-facing and internal collaboration 
• Apply principles from the Customer Success Toolkit to strengthen communication, resolve team challenges, and model collaborative behaviors in client and internal settings
•  Apply advanced proficiency with Salesforce, Gainsight, and Microsoft Office to manage workflows and provide client insights 

What We’re Looking For: 

• Associate’s degree in nursing
• Strong written and verbal communication skills, with a focus on effective customer-facing communication and cross-functional collaboration
•  Effectively manages remote work independently, maintaining productivity and collaboration across teams and customer engagements 
• Leverages remote work and collaboration tools to coordinate across teams, manage engagement details, and contribute to shared workflows and documentation 
• Independently manages competing priorities across projects, adjusting workflows and timelines in collaboration with internal and external stakeholders
•  Extensive experience in Utilization Management, Utilization Review, or Case Management, including applying clinical guidelines and optimizing workflows 
•  Willingness and ability to travel up to 50-80% to customer sites and MCG required and sponsored events 
• Demonstrated ability to translate complex clinical workflows into structured business and technical requirements for solution optimization 
• Experience independently leading components of project implementation and clinical workflow design, collaborating with internal and external stakeholders to ensure successful execution
• Minimum of 3–5 years of experience using MCG solutions in a clinical role
• MCG Certification obtained within 6 months of hire
• Active, current, and unrestricted RN License in a state or territory of the United States
• National certification (CCM or ACM) (preferred)
• Bachelor’s degree in nursing or healthcare-related field, Master’s, or Board Certified (preferred)

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements 

Pay Range: $86,000 - 121,000

Other compensation: Bonus Eligible 

Perks & Benefits:  

💻 Remote work  

✈️ Occasional travel expected for company-sponsored events 

🩺 Medical, dental, vision, life, and disability insurance 

📈 401K retirement plan; flexible spending and health savings account 

🏝️ 15 days of paid time off + additional front-loaded personal days 

🏖️ 14 company-recognized holidays + paid volunteer days  

👶 up to 8 weeks of paid parental leave + 10 weeks of paid bonding leave  

🌈 LGBTQ+ Health Services 

🐶 Pet insurance  

📣 Check out more of our benefits here: https://www.mcg.com/about/careers/benefits/  

We embrace diversity and equal opportunity and are committed to building a team that represents a variety of backgrounds, perspectives, and skills. Only with diverse thoughts and ideas will we be able to create the change we want in healthcare. The more inclusive we are, the better our work will be for it.  

All roles at MCG are expected to engage in occasional travel to participate in team or company-sponsored events for the purposes of connection and collaboration. 

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

MCG is a leading healthcare organization dedicated to patient-focused care. We value our employees' unique differences and are an Equal Employment Opportunity (EEO) employer. Our diverse workforce helps us achieve our goal of providing the right care to everyone. We welcome all qualified applicants without regard to race, religion, nationality, gender, sexual orientation, gender identity, age, marital status, veteran status, disability, pregnancy, parental status, genetic information, or political affiliation. We are committed to improving equity in healthcare and believe that a diverse workplace fosters curiosity, innovation, and business success. We are happy to provide accommodations for individuals. Please let us know if you require any support.