Practice Operations Manager

Amae Health•Los Altos, CA

3d•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 is a dyad partnership with the Clinic Director, focusing on service delivery, operational alignment, and achieving key performance indicators (KPIs). The Practice Operations Manager will oversee people, systems, and processes, including training, coaching, and developing teams, while modeling excellent service and care. The role requires cross-functional collaboration with various centralized teams (HR, Talent, Finance, Growth, Operations, Technology) to enhance care delivery and business growth. The ideal candidate is adaptable to change, eager to learn new technologies, and skilled in improving work processes. This is a player/coach role, comfortable with both delegation and hands-on work, possessing strong organizational skills and attention to detail. The position is ideal for someone passionate about operational excellence in 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-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 day-to-day clinic operations, including the clinical team's operations 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 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 welcome potential members into care.
Communicate regularly and proactively with colleagues across the clinic and organization to overcome obstacles and foster a collaborative culture.
Monitor and drive Key Performance Indicators (KPIs) within practice operations.
Maintain accurate and up-to-date data sources.