Practice Operations Manager

Amae Health•Los Altos, CA

2d•Onsite

About The Position

Amae Health is seeking a Practice Operations Manager to lead the operational functions 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 provide leadership across people, systems, and processes, including training, coaching, and mentoring teams, while modeling best-in-class service. The role requires cross-functional collaboration with various centralized teams (HR, Talent, Finance, Growth, Central Operations, Technology) to enhance team capabilities and business growth. The ideal candidate is comfortable navigating change, 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 is ideal for someone excited about leading operational excellence in an organization focused on creating centers of excellence for severe mental illness (SMI) care.

Requirements

5+ years of operations management experience in a high-growth or high-intensity environment (healthcare, startup, multi-unit retail/hospitality, veterinary, or similar).
Direct experience leading multidisciplinary or cross-functional, in-person teams, including coaching, training, and developing people.
Proven track record of building or improving processes.
Comfort with change in a fast-evolving environment, including AI-based tools and systems.
A growth mindset and ability to learn quickly.
Bachelor's Degree preferred.

Nice To Haves

Experience in SMI, complex ambulatory care, or high-acuity populations.
Formal methodology experience (Lean, Six Sigma, etc.) is a plus, but not a requirement.
Experience with SMI or equally complex patient populations preferred.

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 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 collaboration.
Monitor and drive Key Performance Indicators (KPIs) within practice operations.
Maintain accurate and up-to-date data sources.