Clinic Manager

Golden Steps ABA•Broken Arrow, OK

6d•Onsite

About The Position

The Golden Steps Clinic Manager sets the tone for the entire center’s team member culture and family experience. This role is responsible for the client and team member experience at the center ranging from the appearance of the space to the customer service experienced when a client’s family enters the building. This role is responsible for maintaining an up-to-date roster of Behavior Technicians (BTs) and their deployment and compliance status, collaborating with State Directors to determine staffing needs, maximizing BT utilization, and managing daily scheduling changes to limit overtime and non-billable hours. The Clinic Manager will also act as a leader of BTs by coordinating training and compliance needs, and completing disciplinary action up to and including termination, and completing the offboarding process. Along with the Clinic Director this role will collaborate with the BT Recruiting Department to determine existing BT needs, adjust targets, and realign resources. The Clinic Manager’s responsibilities fall into five main categories: Customer Service, BT Satisfaction, Center Appearance/Maintenance, Scheduling, and HR/Compliance.

Requirements

High school diploma or equivalent
Registered Behavior Technician Certification
2+ years of office management or customer service experience required
Ability to follow written instructions
Ability to use computers and computer/software programs
Ability to communicate expressively and receptively
Proficiency in PC software, especially spreadsheet programs
Strong communication skills, both written and verbal with internal and external stakeholders
Ability to build rapport with team members, explain complicated information in an approachable and easily understood manner, effectively handle challenging phone conversations, and represent the Golden Steps brand
Ability to organize, prioritize and handle multiple tasks, adhere to established deadlines, and produce work that consistently meets or exceeds team benchmarks
Proven adaptability with a willingness to work both collaboratively and individually to achieve desired business outcomes
Excellent interpersonal and listening skills
Experience analyzing and summarizing data clearly and concisely
Demonstrated strong work ethic with attention to detail, accuracy, and quality
Established track record of generating error-free work
Organizational and multitasking skills
The ability to work independently and exercise good judgment and decision

Responsibilities

Provide excellent customer service and champion Golden Steps
Assist clients and families in accessing treatment by providing information and assisting in the initial intake process.
Maintain communication with prospective clients and ensure appropriate expectations of the intake
Consistently communicate with parents both face to face and over the phone with the utmost
Maintain an operationally well-run, aesthetically pleasing center that is enjoyed by parents, clients, and team
Ensure the cleanliness and appearance of the center meet the highest standards of
Ensure all standard supplies are set to a recurring monthly order and other supplies are ordered as
Work with the Facilities and Purchasing departments to cover any and all issues as they arise within the center and coordinate necessary maintenance.
Ensure the center is meeting all compliance/credentialing standards (BHCOE).
Monitor center expenses to stay within monthly
Assist in hosting center events (activity days, birthdays, anniversaries, graduations, ).
Provide direct 1:1 ABA therapy as needed to cover call offs, vacations, etc., to ensure therapy is not canceled for the day.
Receive and maintain CPR and First Aid
Verify Insurance eligibility and coverage for clients within the center.
Market to community-based services to increase the cases within the center services. This includes Doctor offices, schools, speech/PT/OT centers, and other interested parties.
Manage the schedule of all Behavior Technicians and clients within the center, as well as the operating metrics of the center.
Enter the schedules into all required systems and communicate schedule changes with
Track all daily operations metrics and report to the State Director.
Track Behavior Technician and client attendance and accordingly notify their supervisors when disciplinary action needs to be taken.
Schedule and manage non-billable technician hours to stay within
Approve Behavior Technician PTO and unpaid time off, and schedule
Ensure staff are only being placed with clients with whom they are credentialed to
Assist with coordination of training and compliance
Coordinate with Clinic Director and BT Recruiting Department to determine staffing
Work with Clinic Director and Intake Team to determine incoming case needs and match Behavior Technicians
Work with in-home operations to find coverage for clients or help facilitate team member and client transfers, as needed.
Report clinic needs to State Director, including intake pipeline, tech pipeline, marketing needs, and all other operations aspects.
Complete the offboarding process for departing Behavior
Gather necessary documentation to offboard BTs, as
Collect BT resignation letters, performance improvement documentation, and termination letters, as needed, to accurately document reasons for BT offboarding.
Complete all required offboarding procedures.
Secure all Golden Steps equipment and property from department BTs, including but not limited to, therapy equipment.
Manage payroll and billing accuracy via daily reviews to ensure documentation is being submitted properly and schedules match the submitted documents.
Provide day-to-day administrative support in the center, such as greeting clients, placing supply orders, faxing, filing, etc., as needed.
Perform other duties as designated by supervisor.