Practice Operations Manager

Amae Health•Charlotte, NC

7d•$70,000 - $95,000•Onsite

About The Position

We are expanding our capacity to provide whole-person care to patients with severe mental illness in the Charlotte market, and are growing our leadership team as a result! We are looking to hire a Practice Operations Manager to serve as the operational leader for our up and coming Charlotte clinic. As a dyad partner to our Clinic Director, the Practice Operations Manager will take the lead on service delivery and operational alignment, delivering on key KPIs and meeting and exceeding operational targets. Onsite and in partnership with clinical leaders, the Practice Operations Manager will provide leadership from a people, systems and process perspective - training, coaching, mentoring and developing teams, while modeling the behaviors to provide best in class service and care to our members. Truly cross-functional, you are comfortable working across clinic and centralized teams, including HR, Talent, Finance, Growth, Central Operations and Technology to facilitate the programs and systems that will enhance your team’s ability to deliver exceptional care while growing a healthy, sustainable business. You are adept at navigating change in a growing organization, are curious and motivated to learn new technologies, and embrace the ability to improve and streamline how work is executed in your clinic. A player/coach, you are equally as comfortable delegating work as you are rolling up your sleeves working with members. You possess meticulous attention to detail and are highly organized. If you are excited about the opportunity to lead operational excellence in an organization that is dedicated to creating centers of excellence for SMI care, we would love to hear from you!

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
This is a full time in-person role based in our up and coming Charlotte, NC clinic.

Nice To Haves

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 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