Practice Operations Manager

Amae Health•Los Altos, CA

5d•Onsite

About The Position

Amae Health is seeking a Practice Operations Manager to lead the operational aspects of their Los Altos, CA clinic. This role involves partnering with the Clinic Director to oversee service delivery, drive key performance indicators (KPIs), and meet operational targets. The Practice Operations Manager will provide leadership in people, systems, and processes, including training, coaching, and mentoring teams, while modeling excellent service and care. The role requires cross-functional collaboration with various centralized teams such as HR, Talent, Finance, Growth, Central Operations, and Technology to enhance team capabilities and business growth. The ideal candidate is comfortable navigating change in a growing organization, embraces new technologies, and is adept at improving and streamlining work execution. This is a player/coach role, requiring both delegation and hands-on involvement with members. Meticulous attention to detail and strong organizational skills are essential. This position offers the opportunity to lead operational excellence in an organization focused on creating centers of excellence for severe mental illness (SMI) care.

Requirements

Bachelor’s Degree preferred
5+ years of experience in practice leadership, with a preference for experience within complex, multi-specialty 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 day-to-day clinic operations, including the operations of the clinical team in collaboration with the Clinical Director.
Maintain a clean, organized, and welcoming clinic space, adhering to brand guidelines.
Partner with vendors and business associates, including building management, medical supply providers, cleaning services, and maintenance.
Ensure regulatory compliance with the Joint Commission and other regulatory bodies by maintaining systems and documents.
Oversee all schedules and templates to ensure a consistent member experience, productive clinician schedules, and billing/regulatory compliance.
Foster a proactive, adaptable, and engaged team environment.
Hire, train, coach, and develop employees, promoting a culture of learning and continuous improvement.
Manage daily care team schedules, PTO, and timecard approval.
Collaborate with medical and clinical leadership.
Facilitate a best-in-class, member-centered experience according to 'The Amae Way'.
Communicate with members and families regarding financial responsibilities and ensure timely payment and accurate record-keeping.
Collaborate with Growth teams to onboard new members.
Communicate regularly and proactively with colleagues across the clinic and organization to overcome obstacles and foster collaboration.
Monitor and drive Key Performance Indicators (KPIs) within practice operations.
Maintain accurate and up-to-date data sources for KPIs.