Practice Manager

One Medical•Cleveland, OH

49d•Onsite

About The Position

We're seeking an Operations Manager to help transform primary care delivery and improve healthcare accessibility. You'll oversee up to five locations, managing office teams, including administrative staff and phlebotomists, while partnering with clinical leadership to guide providers. Key responsibilities include operational oversight, compliance, quality, customer experience, budgeting, and team development. Reporting to the Senior Operations Manager, you'll drive performance metrics across your practices and Metropolitan Service Area (MSA) to meet patient and team experience goals. You are a strong team leader, innovative problem-solver, and critical thinker, with a love for service and a passion for changing healthcare. You are a self-starter who can develop ideas independently, prioritize, adapt quickly to team needs, and strategically align team goals with the organization’s goals to drive results. You are financially savvy, self-aware, and a continual learner who focuses on the big picture and emphasizes developing talent, driving performance and all things people, process and office management. You have a strong commitment to patient safety and high standards of service to deliver on being the earth’s most customer-centric primary care provider. If this sounds like you, we would love to connect.

Requirements

3+ years relevant experience managing high-performing customer service or patient facing teams
At least 1 year of experience managing teams in multiple locations or departments, or at least 1 year of experience managing large teams (10+ employees)
Strong written and verbal communication skills, with the ability to think clearly, analyze quantitatively, problem-solve, support scope of requirements and prioritize
Proven ability to foster strong, collaborative team-dynamics that ensure a supportive and engaged team culture
Experience developing talent through mentorship and coaching, consistent feedback, goal setting, monitoring performance metrics, performance management, and ensuring accountability
Proven track record of leading successful change management and process improvement efforts
Analytical thinking, attention to detail, ability to influence others, and exceptional organizational skills

Nice To Haves

Experience in healthcare, particularly in collaboration with clinicians, is highly desirable

Responsibilities

Lead office team using CICARE (a framework containing the key elements of a great interaction and effective communication that we use with patients and each other) and Lean principles to achieve patient/team experience goals
Drive operational, financial, and business performance including staffing and lab operations
Lead continuous improvement initiatives and organizational metrics through Lean methodologies
Develop team through onboarding, training, coaching, and career development
Partner with Clinical Leadership on quality outcomes, safety, and compliance
Drive strategic growth through cross-functional collaboration and new office launches
Manage practice expenses, procurement, and budget while reducing waste
Oversee administrative functions including escalations, service recovery, and provider scheduling

Benefits

Paid sabbatical for every five years of service
Free One Medical memberships for yourself, your friends and family
Employee Assistance Program - Free confidential services for team members who need help with stress, anxiety, financial planning, and legal issues
Competitive Medical, Dental and Vision plans
Pre-Tax commuter benefits
PTO cash outs - Option to cash out up to 40 accrued hours per year
401K match
Credit towards emergency childcare
Company paid maternity and paternity leave
Paid Life Insurance - One Medical pays 100% of the cost of Basic Life Insurance
Disability insurance - One Medical pays 100% of the cost of Short Term and Long Term Disability Insurance
Malpractice Insurance - Malpractice fees to insure your practice at One Medical is covered 100%.
UpToDate Subscription - An evidence-based clinical research tool
Continuing Medical Education (CME) - Receive an annual stipend for continuing medical education
Rounds - Providers end patient care one hour early each week to participate in this shared learning experience
Discounted rate to attend One Medical’s Annual REAL primary care conference