Clinic and Facility Operations Manager

Role Summary

The Clinic and Facility Operations Manager is the senior on-site, non-clinical operations leader responsible for patient access, registration, insurance verification, scheduling, call center operations, Medical Assistant oversight, customer service, and full ownership of clinic facilities and Environment of Care (EOC) in a high-acuity outpatient behavioral health clinic.

This is a working, on-the-floor manager role. The Manager is expected to maintain a strong physical presence in the clinic and personally step into front-line work (registration, scheduling, call handling, insurance verification, MA administrative support) as needed to ensure coverage, patient flow, and service continuity.

Key Responsibilities

• Lead day-to-day patient access, scheduling, call center, and customer service operations, ensuring timely, accurate, and patient-centered service
• Directly supervise Senior Patient Registration Coordinator, Patient Registration Coordinators, and Medical Assistants, including staffing and coverage decisions, scheduling and attendance, hiring, onboarding, training, performance management, coaching, and corrective action
• Foster and role-model a friendly, professional, and helpful internal customer service culture, emphasizing teamwork, respect, responsiveness, and shared accountability
• Cross-train staff across registration, scheduling, and call center workflows to ensure coverage, flexibility, and operational resilience
• Provide indirect operational oversight of hospital-based and vendor-supported services in partnership with hospital leadership and the Director of Operations, including facilities and environmental services, security, emergency management, inspections and compliance touchpoints, supply chain coordination, and landlord/property relations
• Own provider scheduling templates and access performance, including next available appointment lag, bumping/rescheduling ratios, provider attendance, utilization, and template adherence
• Monitor and act on operational data and trends (access metrics, call center performance, registration accuracy, staffing utilization) and provide clear reporting to operational leadership
• Serve as the primary on-site owner of facilities and EOC, including clinic walkthroughs, work orders, vendor coordination, repairs, quotes, invoices, purchase orders, and budget awareness
• Maintain a safe, compliant, patient-ready environment and support EOC rounds, inspections, and audits
• Address escalated patient concerns and service recovery needs professionally and consistently
• Partner closely with clinical leadership, hospital teams, vendors, and the Director of Operations to ensure clinic readiness, reliability, and performance

Required Qualifications

• High school diploma or equivalent
• 5+ years of healthcare operations experience in ambulatory, outpatient, or hospital-based clinic settings
• Demonstrated manager-level responsibility for administrative staff and/or Medical Assistants
• Proven ability to function as a hands-on, on-the-floor manager
• Direct experience with facilities and Environment of Care responsibilities
• Experience managing patient access, registration, scheduling, and call center workflows
• Proficiency with EHRs, Excel, and operational reporting
• Ability to work fully on-site during clinic operating hours

Preferred Qualifications

• Bachelor’s degree in healthcare administration, business, psychology, social work, or related field
• Experience in outpatient behavioral health, psychiatry, PHP/IOP, or addiction services
• Experience managing provider schedules and visit performance metrics
• Medical Assistant leadership experience
• Licensed Practical Nurse (LPN) with demonstrated clinic operations leadership
  (This is a non-clinical operations role; licensure alone is not sufficient without operational management experience.)