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Practice Operations Manager
Amae Health
Operations
Durham, NC, USA · Raleigh, NC, USA
Posted on Feb 1, 2025
Amae Health is redefining the standard of care for people with severe mental illness.
We’re on a mission to deliver radically different care for the 14 million Americans suffering with a severe mental illness (SMI). Amae Health is an integrated, outpatient care provider for patients with SMI, treating their psychiatric and physical conditions through in-person care delivery with wrap-around services. Our approach recognizes the unique needs of our patients, and provides personalized treatment across the physical, mental and social service resources required to holistically improve patients’ lives. We believe that only by treating the whole person can you obtain lasting health outcomes.
We will accept Medicaid in addition to commercial/private insurances and our services are designed to complement the work already being done in the community. Our long-term, integrated services prioritize patient needs ensuring personalized, compassionate and high-quality care. We offer a holistic, one-stop-shop with wrap-around services that include: Psychiatry, Primary Care, Therapy, Peer Support/ Community Health Workers, Health Coaches, and Dietitians in a warm and inviting clinic space.
The Opportunity:
We are expanding our capacity to provide whole-person care to patients with severe mental illness in the Raleigh 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 Raleigh 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!
What you’ll do:
- 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
- Foster a proactive, adaptable, and engaged team environment
- Facilitate a best in class member centered experience, according to “The Amae Way”
- Communicate regularly and proactively with colleagues across the clinic and organization to overcome obstacles and contribute to a collaborative culture
- Maintain and oversee all schedules and templates to ensure consistent member experience, thoughtful and productive clinician schedules, and billing and regulatory compliance
- Collaborate closely with Growth teams to welcome potential members into care
- Manage daily care team schedules, PTO and timecard approval
- Maintain a clean, organized, and welcoming clinic space, following all brand guidelines
- Hire, train, coach and develop employees, fostering a culture of nimble learning and continuous improvement as we expand, evolve, and implement new technologies
- Work collaboratively with medical and clinical leadership
- Monitor and drive Key Performance Indicators (KPIs) within the practice operations, and maintain accurate and up-to-date data sources
- Communicate with members and their families about patient financial responsibilities when appropriate, and ensure timely payment and accurate record-keeping
- 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
What you’ll have:
- Bachelor’s Degree preferred
- 5+ years of experience in practice leadership, with a preference for experience within complex, multispeciality 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
- Experience working with SMI or equally complex patient populations desired
- Experience working in rapidly growing practices desired
What We Provide:
- Competitive Compensation
- A best in class work environment with some of the leading mental health professionals in the field! Our program is led by UCLA professors and VA clinicians who have designed this program with the mission of helping individuals with these complex SMI conditions unlock lasting recovery.
- A unique holistic care model that encourages collaboration amongst staff and successfully provides care for SMI patients.
- A hybrid work environment with the flexibility to work from home, on-site at the clinic and out in the community as required.
- Medical, Dental and Vision Insurance
- Paid time off
- 401(k)
More About Amae:
'Amae', pronounced ‘Ah-mai’, is a Japanese concept meaning the need to be in good favor with, and the ability to depend on, the people around oneself. It reflects our core belief that a strong support system is essential to build people up, strengthen their will to carry on and even to thrive in life. This mentality applies across our whole company – from the patients we serve to the team we’re building.
We’re a Public Benefit Corporation (PBC) that provides outpatient psychiatric and primary care health services through value-based care arrangements. Our model’s success is predicated upon achieving outcomes for our patients, and ensuring lasting recovery.
Amae Health is an equal opportunity employer and encourages all applicants from every background and life experience to apply.