About this role
Job Description:
This role is for a professional who is energetic, organized, smart, talented, and driven to a managerial and administrative role to help support and grow our practice. This person is a natural self-starter with strong attention to detail and enjoys working in a fast-paced environment who is able to have flexibility, compassion, and also knowledge of policies and will assist in enforcing them. We will train on specific task items listed below, though the right fit will quickly and easily pick up responsibilities and manage them on their own. This person is a fun, vibrant, engaging person who works to further our exceptional culture as we expand.
This person is driven to deliver the highest quality patient care experience. This person must not be afraid to do anything marketing, cleaning, human resources, customer service, collections, scheduling, authorization coordination, team-building/leading, and management.
General Office Manager Responsibilities
- Demonstrates competence in and oversees all Front Office roles and duties: Scheduling for on-going patients, office duties/ check-in system, scheduling of floater appointments, clinic aide responsibilities, new patient intakes, and general office functions
- Facilitates and oversees the entire intake, customer service, and patient onboarding experience to increase patient census, scheduling, and overall growth
- Greets and checks in patients arriving at the clinic with a positive attitude
- Serves as a role model for front off staff and assures compliances with policies
- Handles any parent complaints, issues, difficulties that may arise
- Trains and cross trains front office staff and clinical aides
- Oversees maintenance of medical records
- Demonstrates understanding of the billing process, coding, and authorizations
- Reads and interprets EOBs and accurately discusses the majority of questions with families
- Manages scheduling for all front office staff, handling time off requests, sick leave, and coverage for all hours the clinic is open
- Signs off on hours for front office staff
- Prepares/completes/oversees waiting area and hallways are clean and free of debris, clean and sterilized treatment rooms for therapists and clients, clean and sterilized toys/books/therapeutic items, and overall safe work environment
- Supports the therapists in ensuring an overall excellent patient experience
- Answers parent questions and resolves conflicts in a calm, supportive, collaborative and professional manner
- Organizes/oversees the office and the materials, updating purchase lists, purchasing supplies
- Oversees any issues that may arise when staff are present
- Meets regularly with the front office to determine and resolve any issues.
- Collaborates and reports to the leadership team to ensure all operations are functioning at the highest level and supports any projects, activities, and responsibilities that further the progress of the clinic
- Supports and collaborates with authorizations, billing, scheduling, credentialing, and clinicians to ensure clear, timely, and effective communication with all relevant parties and conflict resolution.
- Works with supervisors to monitor cancellation rates with patients, scheduling needs, communicates with direct reports about filling the schedule and ongoing scheduling needs
- Manages the daily issues that arise around the clinic for all staff/ problem-solving and developing creative/functional solutions
- Demonstrates proficiency in Monday, Excel, Fusion, Bamboo HR, Google and any other software/web-based programs used in the clinic.
- Assists/manages annual budget preparation and quarterly carry-over
- Monitors/increases arrival rates and other KPIs to enhance overall clinic performance with weekly updates on KPIs :
Arrived visits per week/month
- Scheduled visits, no-shows/late cx, cx, and arrivals
- Conversion rate of new client inquiries/referrals
Human Resources Responsibilities
- Reviews all employee time cards
- Oversees payroll, accurately enters into Bamboo HR, handles any errors that may arise and discussions with staff
- Oversees adding in additional written policies on safety, clinic policies, patient policies, etc.
- Staying up-to-date on state changes in policy/procedures for VA, WV, FL, and any other states we actively have employees in
- Oversee employee benefits- being up-to-date with current benefits and assure all is correct in Bamboo HR, all third party organizations/ open enrollments
- Works with management to update/change/add benefits in accordance with team desires and within budget
- Ensures all employees have been informed of their eligible benefits and waived, if needed and that it is documented correctly in Bamboo HR
- Talent management: Posts positions to Indeed, handshake, and other locations (recruiting, vetting, interviewing, selecting, offering, and hiring). Attends job fairs in the surrounding areas and universities
- On-boards/trains new employees to Soundstart for benefits, policies, etc.
- Assures all staff have completed necessary training to be in compliance on an annual basis; oversee licensures and other board certifications are maintained (in coordination with team leads)
- Assists in forming clinic connections in the community to bring in additional referrals/employees
- Talent management: is present when promoting, disciplining, altering pay or hours, and firing employees
- Assists in Facilitating ongoing performance management by clearly defining and communicating job responsibilities, setting performance expectations, and aligning team priorities to organizational goals
- Weekly/monthly jobs update for all disciplines including cost, open roles, new postings
Team Experience/ Culture
- Assist in communication and coordination between the front office and clinical staff, becoming an advocate and liaison between the team and leadership
- Ensure therapists and the clinic are well supported by maintaining inventory through collaboration with staff and clinic leads.
- Planning and implementing Culture building/team retention/ team-building activities
- Increase transparency by communicating with staff/team regarding changes in policies, training, safety, benefits, etc.
- Assist lead therapists/admin in leading monthly team meetings and actively participate/lead in manager’s meetings weekly.
- Regular meetings with staff to assure their needs are being met. 1 month, 3 month, 6 month, annual check-ins with all staff during their first year and quarterly meetings for subsequent years.
- Create and maintain an incredible work culture that stimulates staff enthusiasm, collaboration, and rapport between colleagues.
- Create and maintain an incredible patient experience and culture that stimulates positive reviews and referral growth
- Developing patient care surveys to improve the overall services our team provides and ensure an excellent patient experience
- Collaborate and report to the executive leadership team to ensure all operations are functioning at the highest level and support any projects, activities, and responsibilities that further the progress of the clinic
- And any additional duties that the leadership team assigns as appropriate
Requirements
- Physical Demands The employee is occasionally Stand; Walk; Stoop, kneel, crouch, or crawl; the employee is frequently Reach with hands and arms; the employee is regularly Sit; Use hands to finger, handle, or feel; Talk or hear;
- Lifts Weight or Exerts Force Work Environment The employee is occasionally Up to 25 pounds
- Vision Specific vision abilities required by this job include Close vision; Distance vision; Peripheral vision; Depth perception; Ability to adjust focus;
- Transportation Reliable transportation
Qualifications
Years of Experience
5
Education
Experience
High School/G.E.D or higher
SHRM Human Resources Certification
Experience with authorizations, billing, scheduling, and team leadershi
Required
- Customer and Personal Service
- English Language
- Clerical
- Computers and Electronics
- Strong leadership and management background
- You are the epitome of everything outlined in our skillset bullets
- 5+ years of administrative or operational management, or related experience
- Extremely intelligent and detail-oriented
- Strong work ethic
- Outgoing personality with excellent communication skills (written, verbal, interpersonal)
- Does not get rattled easy and incredible at multi-tasking
- Results-oriented
- Experience in pediatric therapy operations (preferred)
- Strong efficiency skills
- Extremely strong technology and computer skills
Skill Set
- You are a charismatic leader who knows how to encourage team members when they are struggling and inspire staff on both good and bad days.
- You are not afraid to get your hands dirty and will do any job from scrubbing floors to patient intake calls to advance the progress of the company
- You are compassionate with a high emotional intelligence with the compassion and authenticity to relate to others who are going through a challenging time
- You are comfortable managing and leading an administrative team to achieve KPIs in a motivational and empowering way
- You are a driven go-getter who wants to contribute at the highest level.
- You are punctual, reliable, and your actions match your words
- You are naturally approachable and level-headed. People like working with you because you know how to have fun while being task-oriented and delivering results.
- Strong and fluent oral and written communication.
- You like to work extremely hard. You aren't watching the clock because there is always more that needs to be done, and you like that. (50 Hour Per Week Mindset Expectation)
- You treat any company you work for as if it was your own with a drive and ambition to create at the highest level
- You are the epitome of a creator, a doer, a leader, & most importantly an effective communicator
- You have a familiarity with healthcare insurance and basic insurance jargon.
- You have experience managing operations and working with lots of different personalities.
- You are purpose-driven and driven by making a difference beyond just financial ambition.