Clinic Manager

Golden Steps ABA • Beltsville, MD

12d • Onsite

About The Position

The Clinic Manager sets the tone for the center’s team culture and family experience. The role oversees client and team-member experiences, from the appearance of the center to the customer service families receive. The manager maintains an up-to-date roster of Behavior Technicians (BTs), tracks deployment and compliance status, collaborates with State Directors on staffing needs, maximizes BT utilization, and manages daily schedule changes to limit overtime and non-billable hours.

The Clinic Manager leads BTs by coordinating training and compliance, handling disciplinary actions up to and including termination, and completing offboarding. In collaboration with the Clinic Director, BT Recruiting Department, Intake Team, and other departments, the manager identifies staffing and incoming-case needs and coordinates assignments and coverage. Responsibilities span customer service, BT satisfaction, center appearance and maintenance, scheduling, and HR and compliance. The role may also provide direct one-to-one ABA therapy when needed to maintain services.

The position involves frequent interaction with leaders, internal and external stakeholders, and current and prospective clients. Center hours vary by location and are Monday through Friday. Additional time or flexible schedules may be required to complete the work or meet an eight-hour requirement. Physical duties may include lifting, bending, squatting, kneeling, sitting on the floor, standing, and following children throughout the center.

Requirements

• High school diploma or equivalent.
• Registered Behavior Technician (RBT) certification.
• At least 2 years of office management or customer service experience.
• Ability to follow written instructions.
• Ability to use computers and 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 complex information clearly, handle challenging phone conversations, and represent the company brand.
• Ability to organize, prioritize, manage multiple tasks, meet deadlines, and meet or exceed team benchmarks.
• Adaptability and willingness to work collaboratively and independently.
• Strong interpersonal and listening skills.
• Experience analyzing and summarizing data clearly and concisely.
• Strong work ethic and attention to detail, accuracy, and quality; established ability to produce error-free work.
• Organizational and multitasking skills.
• Ability to work independently and exercise good judgment and decision-making.
• Ability to lift up to 35 pounds and perform physical activities that may include bending, reaching, pushing, pulling, kneeling, squatting, sitting at floor level, and standing.
• Ability to follow children throughout the center, sometimes at a rapid pace.
• Ability to sit for office tasks and walk or stand while performing BT duties, and to use close visual acuity for computer screens and analyze data on screen.

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.
• Communicate with prospective clients and families about intake expectations and treatment services.
• Maintain a well-run, aesthetically pleasing center and ensure cleanliness and appearance meet 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 maintenance.
• Ensure the center meets compliance and credentialing standards, including BHCOE standards.
• Monitor center expenses against monthly limits.
• Help host center events, such as activity days, birthdays, anniversaries, and graduations.
• Provide direct one-to-one ABA therapy when needed to cover absences and help prevent canceled therapy.
• Receive and maintain CPR and First Aid credentials.
• Verify clients’ insurance eligibility and coverage.
• Market center services to community organizations and providers, including doctors’ offices, schools, and speech, physical, and occupational therapy centers.
• Manage schedules for center BTs and clients, and oversee center operating metrics.
• Enter schedules in required systems and communicate schedule changes.
• Track daily operating metrics and report them to the State Director.
• Track BT and client attendance and notify supervisors when disciplinary action may be needed.
• Schedule and manage non-billable technician hours within limits.
• Approve BT paid time off and unpaid time off and arrange coverage.
• Ensure staff are assigned only to clients for whom they are credentialed.
• Coordinate training and compliance needs.
• Work with the Clinic Director and BT Recruiting Department to determine staffing needs.
• Work with the Clinic Director and Intake Team to assess incoming case needs and match BTs to cases.
• Coordinate with in-home operations to obtain client coverage or facilitate team-member and client transfers as needed.
• Report clinic needs to the State Director, including intake and technician pipelines, marketing, and other operational matters.
• Complete offboarding for departing BTs, including gathering documentation, collecting resignation and termination-related records as applicable, and completing required procedures.
• Secure company equipment and property from BTs, including therapy equipment.
• Review payroll and billing daily to ensure documentation is submitted properly and schedules align with submitted records.
• Provide administrative support, such as greeting clients, ordering supplies, faxing, and filing.
• Perform other duties as assigned by the supervisor.

Benefits

• Competitive paid time off and paid sick leave.
• Health, dental, and vision coverage.
• 401(k) with employer match.
• Tuition discounts, CME libraries, RBT training, university discounts, ongoing mentorship, and paid training.
• Career paths, professional development, and advancement opportunities.
• Team outings, monthly lunches, and milestone celebrations.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED