Practice Operations Manager

Amae Health•Boston, MA

2d•Onsite

About The Position

Amae Health is seeking a Practice Operations Manager to be the operational leader for their new clinic in Boston, MA. This role involves partnering with the Clinic Director to oversee service delivery and operational alignment, driving key performance indicators (KPIs), and meeting operational targets. The Practice Operations Manager will lead teams in people, systems, and processes, including training, coaching, and mentoring, while modeling best-in-class service and care. This cross-functional role requires collaboration with both clinic and centralized teams (HR, Talent, Finance, Growth, Central Operations, and Technology) to deliver exceptional care and grow a sustainable business. The ideal candidate is comfortable navigating change, embracing new technologies, and continuously improving operations. This is a full-time, in-person position.

Requirements

Bachelor’s Degree preferred
5+ years of experience in practice leadership, with a preference for experience within complex, multi-speciality ambulatory settings
Direct experience leading multidisciplinary patient facing teams, inclusive of coaching and training on service delivery, optimizing operations and enhancing patient experience
Strong desire to surpass the status quo for patient experience
Comfort with change, navigating ambiguity, and ever-evolving tech tools and systems
Demonstrated experience in improving processes to improve operational outcomes
Experience implementing structured process improvement methodologies (Lean, etc.) with positive outcomes, and coaching others in the process
Experience working with SMI or equally complex patient populations desired
Experience working in rapidly growing practices desired

Responsibilities

Provide direct oversight of the day-to-day operations of the clinic, including oversight of the clinical team’s operations in collaboration with the Clinical Director.
Maintain a clean, organized, and welcoming clinic space, following all brand guidelines.
Partner with vendors and business associates including but not limited to building management, medical supply providers, cleaning services, maintenance, and regulatory visits.
Maintain systems and documents to ensure regulatory compliance with the Joint Commission and other regulatory bodies.
Maintain and oversee all schedules and templates to ensure consistent member experience, thoughtful and productive clinician schedules, and billing and regulatory compliance.
Foster a proactive, adaptable, and engaged team environment.
Hire, train, coach and develop employees, fostering a culture of nimble learning and continuous improvement as we expand, evolve, and implement new technologies.
Manage daily care team schedules, PTO and timecard approval.
Work collaboratively with medical and clinical leadership.
Facilitate a best-in-class member-centered experience, according to “The Amae Way”.
Communicate with members and their families about patient financial responsibilities when appropriate, and ensure timely payment and accurate record-keeping.
Collaborate closely with Growth teams to welcome potential members into care.
Communicate regularly and proactively with colleagues across the clinic and organization to overcome obstacles and contribute to a collaborative culture.
Monitor and drive Key Performance Indicators (KPIs) within the practice operations, and maintain accurate and up-to-date data sources.