Practice Operations Manager

Amae Health•Boston, MA

2d•$95,000 - $115,000•Onsite

About The Position

Amae Health is seeking a Practice Operations Manager to serve as the operational leader for their clinic in Boston, MA. This role is a dyad partner to the Clinic Director, responsible for leading service delivery and operational alignment, driving key performance indicators (KPIs), and meeting operational targets. The Practice Operations Manager will work onsite, providing leadership across people, systems, and processes, including training, coaching, mentoring, and developing teams. This individual will model behaviors for best-in-class service and care, collaborating with both clinic and centralized teams (HR, Talent, Finance, Growth, Central Operations, and Technology). The role requires comfort with change, new technologies, and continuous operational improvement. It 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 day-to-day clinic operations, 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.