Clinic Manager

Golden Steps ABA•Beltsville, MD

1d•Onsite

About The Position

Golden Steps ABA is dedicated to changing lives by fostering a community where inclusion, impact, and growth are paramount for both team members and patients. The company emphasizes a supportive culture, diversity, and opportunities for professional advancement and continuing education. The Clinic Manager is a pivotal role responsible for shaping the center's team member culture and family experience. This includes overseeing the center's appearance, ensuring excellent customer service, and managing the client and team member experience. Key responsibilities involve maintaining Behavior Technician (BT) rosters, collaborating with State Directors on staffing, maximizing BT utilization, and managing daily schedules to control overtime and non-billable hours. The Clinic Manager also leads BTs by coordinating training, compliance, and handling disciplinary actions up to termination, as well as the offboarding process. This role works closely with the Clinic Director and BT Recruiting Department to address staffing needs and align resources. The position's duties are categorized into 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
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 making

Responsibilities

Set the tone for the entire center’s team member culture and family experience.
Responsible for the client and team member experience at the center, ranging from the appearance of the space to the customer service experienced.
Maintain an up-to-date roster of Behavior Technicians (BTs) and their deployment and compliance status.
Collaborate with State Directors to determine staffing needs.
Maximize BT utilization.
Manage daily scheduling changes to limit overtime and non-billable hours.
Act as a leader of BTs by coordinating training and compliance needs.
Complete disciplinary action up to and including termination for BTs.
Complete the offboarding process for BTs.
Collaborate with the BT Recruiting Department to determine existing BT needs, adjust targets, and realign resources.
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 professionalism.
Maintain an operationally well-run, aesthetically pleasing center that is enjoyed by parents, clients, and team members.
Ensure the cleanliness and appearance of the center meet the highest standards.
Ensure all standard supplies are set to a recurring monthly order and other supplies are ordered as needed.
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 budget.
Assist in hosting center events (activity days, birthdays, anniversaries, graduations, etc.).
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 certification.
Verify Insurance eligibility and coverage for clients within the center.
Market to community-based services to increase the cases within the center services, including 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.
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 budget.
Approve Behavior Technician PTO and unpaid time off, and schedule accordingly.
Ensure staff are only being placed with clients with whom they are credentialed to work.
Assist with coordination of training and compliance.
Coordinate with Clinic Director and BT Recruiting Department to determine staffing needs.
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 Technicians.
Gather necessary documentation to offboard BTs.
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 departing 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.
Determine case assignments for Behavior Technicians.
Monitor and observe feedback related to performance to make management decisions up to and including decisions around termination.
Address and resolve Behavior Technician complaints.
Collaborate and problem-solve with other departments to ensure general satisfaction.
Coordinate with Human Resources and State Directors to make decisions around termination of Behavior Technicians.
Collaborate closely with direct leaders and provide input on decisions.

Benefits

Unmatched Culture (Connection, team outings, monthly lunches, celebrating milestones)
Diversity & Inclusion (Thrive on different perspectives, collaborative, inclusive space)
Growth & Advancement (Clear career paths, professional development, and advancement opportunities)
Support for Continuing Education (Tuition discounts, CME libraries, RBT training, university discounts, ongoing mentorship and paid training)
Competitive PTO
Paid sick leave
Health coverage
Dental coverage
Vision coverage
401K with match