Practice Operations Manager

2 weeks ago

Dublin, Dublin City, Ireland INVESTIIR Full time

About INVESTIIR

INVESTIIR is a thriving mental health practice serving clients in Maryland, Pennsylvania, and Delaware. We are a values-based community of helping professionals working to provide effective, evidence-based trauma treatment to enhance the mental well-being of children, adults, families, and couples in our community.

We are a highly skilled, fun, dynamic, and collaborative group of clinicians who value working together to treat the impact of trauma on our communities. Our team is committed to delivering exceptional client care and ensuring a positive experience for all individuals who interact with us.

The Role: Practice Manager

The Practice Manager is responsible for overseeing the daily operations of the practice, managing administrative staff, and ensuring efficient processes across all departments, including HR, client care, billing, facilities, and compliance.

This role is essential for maintaining a high-quality client experience, optimizing business performance, and supporting the clinical team in achieving practice goals. The Practice Manager is accountable for leading administrative staff and holding them accountable to their roles, efficiency of HR and administrative functions, converting inquiries into new clients, retaining staff, providing a positive client experience, and maintaining practice ethics and compliance.

Key Responsibilities:
  • Lead, manage, and develop administrative staff to ensure alignment with practice goals and industry best practices.
  • Establish and clearly communicate expectations, provide regular feedback, and conduct performance reviews.
  • Set department and individual goals, track key performance indicators (KPIs), and hold staff accountable for results.
  • Serve as the first point of contact for urgent operational issues, ensuring quick resolution while minimizing disruptions.
  • Facilitate regular staff meetings, one-on-one check-ins, and quarterly performance evaluations.
  • Hire, train, and oversee administrative personnel, ensuring high standards of competency and professionalism.
Operational Management & Efficiency
  • Establish and implement efficient workflows, automation tools, and cost-effective processes to improve practice operations.
  • Ensure practice policies, procedures, and best practices remain up to date with industry standards and government regulations.
  • Manage daily operations, including HR functions, payroll, client care, billing oversight, building aesthetics, and security.
  • Maintain organized, compliant, and up-to-date client records within the electronic health record (EHR) system.
  • Work closely with the billing team to monitor collections, reduce denials, and optimize revenue cycle management.
  • Oversee facility management, ensuring the practice environment is welcoming, well-maintained, and fully operational.
Client Experience & Retention
  • Oversee the resolution of client inquiries, concerns, and issues in a timely, professional, and friendly manner.
  • Ensure clients receive accurate information about services, insurance, billing, and clinician availability.
  • Track client satisfaction through surveys and feedback, implementing improvements to enhance retention and engagement.
  • Manage the client inquiry process, ensuring staff meet conversion targets from inquiries to intakes.
  • Collaborate with the Clinical Director to ensure clients are scheduled efficiently, and that therapists maintain optimal caseloads.
Human Resources Responsibilities
  • Lead the recruitment process including job postings, applicant screening, scheduling interviews, and hiring.
  • Oversee new employee onboarding to ensure a smooth and supportive transition into the practice.
  • Administer employee benefits in collaboration with leadership and/or third-party providers, answering staff questions and ensuring enrollment accuracy.
  • Manage annual performance review processes, including feedback collection, documentation, and review meetings.
  • Address performance issues promptly and professionally through coaching, progressive discipline, or formal performance improvement plans.
  • Coordinate offboarding and terminations with sensitivity and in compliance with legal and ethical standards.

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