Clinic Manager

This role is responsible for maintaining an up-to-date roster of Behavior Technicians (BTs) and their deployment and compliance status, collaborating with State Directors to determine staffing needs, maximizing BT utilization, and managing daily scheduling changes to limit overtime and non-billable hours.

The Clinic Manager will also act as a leader of BTs by coordinating training and compliance needs, and completing disciplinary action up to and including termination, and completing the offboarding process. Along with the Clinic Director this role will collaborate with the BT Recruiting Department to determine existing BT needs, adjust targets, and realign resources.

Responsibilities

• Provide excellent customer service and champion Golden Steps
• Assist clients and families in accessing treatment by providing information and assisting in the initial intake process
• Maintain communication with prospective clients and ensure appropriate expectations of the intake
• Consistently communicate with parents both face to face and over the phone
• Maintain an operationally well-run, aesthetically pleasing center
• Ensure the cleanliness and appearance of the center meet the highest standards
• Ensure all standard supplies are set to a recurring monthly order and other supplies are ordered as needed
• Work with the Facilities and Purchasing departments to cover any and all issues as they arise within the center and coordinate necessary maintenance
• Ensure the center is meeting all compliance/credentialing standards (BHCOE)
• Monitor center expenses to stay within monthly budget
• Assist in hosting center events (activity days, birthdays, anniversaries, graduations, etc.)
• Provide direct 1:1 ABA therapy as needed to cover call offs, vacations, etc., to ensure therapy is not canceled for the day
• Receive and maintain CPR and First Aid certification
• Verify Insurance eligibility and coverage for clients within the center
• Market to community-based services to increase the cases within the center services
• Manage the schedule of all Behavior Technicians and clients within the center, as well as the operating metrics of the center
• Enter the schedules into all required systems and communicate schedule changes
• Track all daily operations metrics and report to the State Director
• Track Behavior Technician and client attendance and accordingly notify their supervisors when disciplinary action needs to be taken
• Schedule and manage non-billable technician hours to stay within budget
• Approve Behavior Technician PTO and unpaid time off, and schedule coverage
• Ensure staff are only being placed with clients with whom they are credentialed to work
• Assist with coordination of training and compliance
• Coordinate with Clinic Director and BT Recruiting Department to determine staffing needs
• Work with Clinic Director and Intake Team to determine incoming case needs and match Behavior Technicians
• Work with in-home operations to find coverage for clients or help facilitate team member and client transfers, as needed
• Report clinic needs to State Director, including intake pipeline, tech pipeline, marketing needs, and all other operations aspects
• Complete the offboarding process for departing Behavior Technicians
• Gather necessary documentation to offboard BTs
• Collect BT resignation letters, performance improvement documentation, and termination letters, as needed, to accurately document reasons for BT offboarding
• Complete all required offboarding procedures
• Secure all Golden Steps equipment and property from department BTs, including but not limited to, therapy equipment
• Manage payroll and billing accuracy via daily reviews to ensure documentation is being submitted properly and schedules match the submitted documents
• Provide day-to-day administrative support in the center, such as greeting clients, placing supply orders, faxing, filing, etc., as needed
• Perform other duties as designated by supervisor

Qualifications

• High school diploma or equivalent
• Registered Behavior Technician Certification
• 2+ years of office management or customer service experience required
• Ability to follow written instructions
• Ability to use computers and computer/software programs
• Ability to communicate expressively and receptively
• Proficiency in PC software, especially spreadsheet programs
• Strong communication skills, both written and verbal with internal and external stakeholders
• Ability to build rapport with team members, explain complicated information in an approachable and easily understood manner, effectively handle challenging phone conversations, and represent the Golden Steps brand
• Ability to organize, prioritize and handle multiple tasks, adhere to established deadlines, and produce work that consistently meets or exceeds team benchmarks
• Proven adaptability with a willingness to work both collaboratively and individually to achieve desired business outcomes
• Excellent interpersonal and listening skills
• Experience analyzing and summarizing data clearly and concisely
• Demonstrated strong work ethic with attention to detail, accuracy, and quality
• Established track record of generating error-free work
• Organizational and multitasking skills
• The ability to work independently and exercise good judgment and decision making