Operations Manager

SUMMARY:  

The Clinic Operations Manager oversees the daily operations of the clinic, ensuring efficiency, a high-quality patient experience, and adherence to company standards. This role blends leadership responsibilities with direct patient engagement and requires close collaboration with clinic staff, leadership teams, and corporate operations. The Clinic Operations Manager plays a key role in supporting culture, performance, and patient outcomes across the clinic. 

DUTIES AND RESPONSIBILITIES:  

Patient Experience & Satisfaction: 

• Serve as the primary point of contact for patient relations, ensuring a seamless and positive experience. 
• Collaborate with clinical staff to uphold a patient-centered approach at every interaction. 
• Monitor adherence to prescribed treatment programs and follow up on missed appointments or payments. 
• Order medications according to clinic protocols and audit all orders for accuracy. 

Operational & Leadership Responsibilities: 

• Supervise all clinic staff and ensure alignment with company policies, expectations, and core values. 
• Act as the liaison between clinic employees and corporate teams, addressing operational and HR-related matters. 
• Manage daily scheduling, patient flow, and wait times to maintain operational efficiency. 
• Partner with HR, Regional Leadership, and District Managers to coordinate clinic staffing needs, including cross-location coverage, Pulse treatment support, and role-specific scheduling across state lines. 
• Support training coordination by aligning training schedules for new hires, ensuring trainees have structured support, identified trainers, and onboarding plans aligned with Sales and Operations leadership. 
• Oversee clinic cleanliness, safety protocols, and regulatory compliance. 
• Provide ongoing coaching, training, and development for clinic staff, including weekly training sessions and performance support. 
• Conduct regular performance evaluations, check-ins, and development planning. 

Administrative & Performance Metrics: 

• Utilize EMR, CRM, and operational software (AdvancedMD, HubSpot, Quest, HR/payroll systems) to support workflow and performance tracking. 
• Review and monitor KPIs such as: 
• Patient door-to-door time 
• Growth of TRT payment plans (month over month) 
• Ancillary product performance 
• Lead conversion metrics 
• Inventory and clinical supply usage 
• Overtime and payroll efficiency 
• Employee retention and performance scores 
• Ensure timely completion of required reporting and audits, including: 
• End-of-day tracker reports 
• Weekly one-on-ones and training sessions 
• Monthly self-evaluations and check-ins 

Collaboration & Problem-Solving: 

• Work closely with marketing, operations, and HR teams to support initiatives that strengthen patient retention and clinic performance. 
• Collaborate with Sales and Operations leadership to ensure new hire training is structured, consistent, and aligned across locations. 
• Foster a culture of continuous improvement by encouraging staff involvement in problem-solving and process refinement. 
• Support efforts that drive clinic growth, patient satisfaction, and improved operational outcomes. 

SUPERVISORY RESPONSIBILITIES:

• Oversee all clinic staff and maintain accountability for performance, training, and compliance. 
• Conduct interviews, hire new employees, and lead performance evaluations. 
• Address staff concerns and resolve issues in alignment with HR policies and company values. 
• Work closely with the Operations Managers to ensure consistency in clinic operations, protocol adherence, and communication of company updates. 

QUALIFICATIONS:  

• Bachelor's Degree (BA) from four-year college or university, or one to two years of related experience and/or training, or equivalent combination of education and experience. 
• Computer skills required: CRM; EMR; Accounting Software; Development Software; Human Resource Systems; Inventory Software; Microsoft Office Suite; Payroll Systems; Project Management Software 
• Ability to travel 40-50% to oversee clinic locations in-person 
• Detail oriented 
• Works well in a fast paced always changing environment 
• Able to multi-task between all clinics 
• "Big picture" thinking skills to addresses top-level concerns and find the best path forward from all of the available data 
• Interpersonal skills to help them communicate with both executives and employees in order to create and administer policies 
• A thorough understanding of financial and budgeting processes and principles so they can assess the company's earnings and spending to find areas for improvement 
• Strong personal and professional judgment, which are invaluable skills for a role that makes hiring decisions 
• Ability to respond quickly to a shifting reality and adjust initiatives and priorities accordingly 
• Organizational skills and the flexibility to jump from priority to priority, which is essential to a role that juggles a variety of functions and projects 
• Leadership and Management skills with the ability to communicate with others effectively 
• Ability to conduct research for special projects, respond timely inquiries, and present written/ oral briefings 
• Ability to work with details and time-sensitive issues 
• Good decision-making skills and response to high-pressure situations