Clinic Manager

Golden Steps ABA•Newport News, VA

About The Position

The Clinic Manager is responsible for the client and team member experience at a Golden Steps ABA center, including the center’s appearance, family-facing customer service, staffing, scheduling, and operational compliance. The role maintains an up-to-date roster of Behavior Technicians (BTs), tracks their deployment and compliance status, collaborates with State Directors and the Clinic Director on staffing needs, and manages daily schedule changes to limit overtime and non-billable hours. The Clinic Manager also coordinates BT training and compliance, handles performance and disciplinary processes up to and including termination, and completes BT offboarding. The position supports intake and communication with prospective and current families, maintains the center’s cleanliness and supplies, coordinates facilities and maintenance needs, monitors expenses, and assists with center events and community outreach. It also manages client and BT schedules, attendance, payroll and billing accuracy, and daily operations metrics. The Clinic Manager may provide direct one-to-one ABA therapy when needed to prevent canceled services and provides day-to-day administrative support. Center hours vary by location and are Monday through Friday; additional time or flexible schedules may be required.

Requirements

High school diploma or equivalent.
Registered Behavior Technician certification.
At least 2 years of office management or customer service experience.
Ability to follow written instructions.
Ability to use computers and computer software programs.
Ability to communicate expressively and receptively.
Proficiency with PC software, especially spreadsheet programs.
Strong written and verbal communication skills with internal and external stakeholders.
Ability to build rapport, explain complicated information clearly, handle challenging phone conversations, and represent the Golden Steps brand.
Ability to organize, prioritize, and manage multiple tasks, meet deadlines, and meet or exceed team benchmarks.
Adaptability and willingness to work collaboratively and independently toward business outcomes.
Excellent interpersonal and listening skills.
Experience analyzing and summarizing data clearly and concisely.
Strong work ethic and attention to detail, accuracy, and quality.
Track record of producing error-free work.
Organizational and multitasking skills.
Ability to work independently and exercise sound judgment and decision-making.
Ability to lift up to 35 pounds.
Ability to bend and squat for up to an hour per day and perform activities involving fine and gross motor skills, kneeling, and sitting or standing for periods of time.
Ability to follow a child throughout the center without restrictions, sometimes at a rapid pace.

Responsibilities

Provide excellent customer service and represent the Golden Steps brand.
Assist clients and families with accessing treatment, including providing information and supporting the initial intake process.
Maintain communication with prospective clients and set appropriate expectations about intake.
Communicate with parents in person and by phone.
Maintain a well-run, aesthetically pleasing center and ensure cleanliness and appearance meet high standards.
Arrange recurring monthly orders for standard supplies and order other supplies as needed.
Coordinate with Facilities and Purchasing to resolve center issues and arrange necessary maintenance.
Ensure the center meets compliance and credentialing standards, including BHCOE standards.
Monitor center expenses against monthly limits.
Assist with hosting center events, such as activity days, birthdays, anniversaries, and graduations.
Provide direct one-to-one ABA therapy when needed to cover absences and prevent canceled therapy.
Receive and maintain CPR and First Aid.
Verify client insurance eligibility and coverage.
Market center services to community-based contacts, including doctors’ offices, schools, and speech, physical, and occupational therapy centers.
Manage Behavior Technician and client schedules and center operating metrics.
Enter schedules into required systems and communicate schedule changes.
Track daily operational metrics and report them to the State Director.
Track Behavior Technician and client attendance and notify supervisors when disciplinary action may be needed.
Schedule and manage non-billable technician hours within limits.
Approve Behavior Technician paid and unpaid time off and arrange coverage.
Ensure technicians are assigned only to clients for whom they are credentialed.
Assist with coordinating training and compliance.
Work with the Clinic Director and BT Recruiting Department to determine staffing needs and adjust recruitment targets and resources.
Work with the Clinic Director and Intake Team to assess incoming case needs and match Behavior Technicians.
Coordinate with in-home operations to find client coverage or facilitate team member and client transfers as needed.
Report clinic needs to the State Director, including intake and technician pipelines, marketing needs, and other operational matters.
Complete offboarding procedures for departing Behavior Technicians, including gathering and maintaining required documentation.
Secure Golden Steps equipment and property from departing technicians.
Review payroll and billing daily to ensure documentation is submitted properly and schedules match submitted documents.
Provide day-to-day administrative support, such as greeting clients, ordering supplies, faxing, and filing.
Perform other duties as designated by the supervisor.