Practice Manager - Outpatient Services

• Scheduling & Capacity Management
• Ensure all clinicians have full, accurate, and optimized schedules.
• Monitor schedule utilization daily and address gaps, cancellations, and no-shows in real time.
• Implement scheduling templates and workflows to maximize capacity.
• Collaborate with clinicians to forecast availability, PTO, and caseload needs.
• Develop strategies to reduce wait times and improve timely access to care.
• Operational Efficiency & Workflow Improvement
• Analyze appointment patterns and operational bottlenecks; recommend improvements.
• Standardize front-desk workflows including intake, registration, check-in/out, and billing completeness.
• Monitor key operational metrics (utilization %, no-show rate, cancellations, visit volume, productivity).
• Lead process improvement initiatives to increase therapist productivity and practice revenue.
• Staff Leadership & Coordination
• Supervise administrative staff responsible for scheduling and front-end operations.
• Provide training, coaching, and performance management for support staff.
• Serve as the primary liaison between administrative operations and clinical teams.
• Ensure strong communication across the practice to support consistency and accountability.
• Client Experience & Access
• Oversee the intake process to ensure timely contact and scheduling of new clients.
• Reduce barriers to care by improving customer service and responsiveness.
• Handle escalated client concerns related to scheduling, access, or service flow.
• Reporting & Performance Tracking
• Produce regular reports on schedule utilization, cancellations, clinician productivity, and throughput.
• Identify trends and operational opportunities to support decision-making.
• Partner with finance and leadership to monitor revenue cycle requirements (authorizations, documentation completeness, eligibility, etc.).
• Partnership With Leadership
• Work closely with the Outpatient Director, Clinical Lead, and Revenue Cycle to ensure alignment.
• Participate in strategic planning regarding program expansion, staffing, and service mix.
• Support rate enhancement or payer strategy through data gathering and operational evidence.

EDUCATION

• Bachelor's degree in healthcare administration, business, psychology, human services, or related field required;
  Master's preferred

QUALIFICATIONS

• Minimum 3-5 years of experience in healthcare or behavioral health operations.
• Experience managing scheduling, throughput, or clinic operations strongly preferred.
• Strong analytical and organizational skills; ability to manage multiple priorities.
• Excellent communication and interpersonal skills.
• Proficiency with EHR, scheduling systems, and productivity reporting tools.
• Demonstrated intermediate experience with Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint; Experience working with electronic medical records and interfacing with information technology around program support needs preferred
• Flexibility to alter working hours as needed
• Demonstrated ability to work effectively as part of a team
• Ability to work in a fast-paced environment and manage and prioritize multiple, often competing, priorities
• Demonstrated strong attention to detail
• Demonstrated strong time management and organizational skills
• Demonstrated excellent judgment with the ability to independently solve problems and make decisions with little or no need for direct supervision
• Demonstrated ability to anticipate future needed changes or identify problem areas and take effective actions
• Must possess excellent customer interaction, collaboration, presentation, and written and verbal communication skills
• Maintain current certification/re-certification of Cardiopulmonary Resuscitation (CPR) and First Aid and must be able to perform CPR and safety care techniques using agency-trained protocols
• Knowledge of Electronic Health Record (EHR) / Electronic Medical Record (EMR)
• Must have current, valid driver's license in state of residence, three (3) years driving experience in the United States, and acceptable driving record