Clinic Manager, Lakeview

Relief Mental Health was founded in February of 2020. Within six years, we have expanded to 12 new offices across Illinois, Wisconsin, New Jersey, and Colorado. We aim to create a new standard for mental health care, offering a continuum of innovative therapeutic interventions and responding to evolving patient needs.

About the role

The Clinic Manager oversees the daily operations of a behavioral health clinic offering TMS, Spravato, Medication Management, IV Ketamine, and Therapy services. This role is responsible for supervising on-site staff, ensuring efficient clinic workflow, maintaining compliance and safety standards, and driving patient census growth and retention. The Clinic Manager partners with providers and leadership to support high-quality patient care while optimizing operational performance. This is an hourly position with the opportunity to earn a performance-based bonus of up to 30% of annual salary.

Responsibilities

Patient Care

• Deliver a high level of professionalism, empathy, and compassionate support and assistance to all patients, their families, and colleagues
• Greet and assist visitors and patients as they arrive at the office
• Review all patient paperwork for completion and accuracy
• Understand and effectively communicate each of our modalities to patients and serve as a liaison between patients and Relief’s Admissions team and Providers
• Accurately set up, administer, and monitor patient treatments
• Follow TMS protocols determined by the Provider and properly execute changes to the protocols
• Provide and score weekly assessments to patients, including effectively administering a C-SSRS assessment as needed
• Field questions and inquiries for all patients within the facility
• Assist with phone calls, voicemails and emails from patients
• Follow TMS and all company protocols and procedures to ensure consistency in care across all clinics, maximize efficiency and meet required deadlines
• Work a flexible schedule that may include evenings, occasional weekends, and short-notice schedule changes to support treatment coverage needs
• Fully understand the Clinical Assistant role and responsibilities in order to provide coverage on an as needed basis/in case of emergency
• Ensure compliance with all health care regulations and confidentiality protocols, including HIPAA

Administrative

• Manage on-site staff, including continuous on-site training, monthly check-ins, performance reviews, creating staff schedules, approving timecards and PTO requests, and coordinating or providing coverage for each position as needed
• Report to Regional Director of Operations (RDO) for site issues, census goals, and any other communication regarding staff or facility
• Responsible for census development and patient retention, in conjunction with the TMS Manager and Admissions
• Coordinate with building management/landlord and RDO for facility needs
• Collaborate with Business Development team to attend community events and lead in-office tours to help answer questions
• Understand and adhere to all protocols to maintain proper workflow
• Basic understanding of billing and financial agreements for all modalities and ability to answer patient questions and resolve general issues
• Validate insurance for all patients and request updates as needed
• Properly run copays and other charges for all modalities
• Oversee TMS billing entries by patient advocates for accuracy
• Monitor and help resolve missed encounters for each modality
• Assist with collecting and updating patient paperwork and other forms needed for chart review
• Complete weekly and monthly audits to ensure proper billing, documentation, census reports, and other requirements
• Troubleshoot and resolve issues that arise with TMS equipment
• Enter patient, treatment, billing, and appointment data into EHR
• Perform tasks such as faxing, scanning, checking email, etc.
• Help maintain office appearance and cleanliness

Qualifications

• High School Diploma required; Bachelor’s Degree in Healthcare Administration, Psychology, or related field preferred, or equivalent experience
• 1 year Management/Leadership experience in a healthcare or mental health setting, with direct reports, highly preferred
• Ability to learn and maintain Electronic Health Record system - Tebra (previously Kareo) is a plus
• Valid CPR/AED certification or ability to obtain during training period
• Ability to operate Brainsway TMS system and pass certification (training and certification provided during initial period of employment)

Skills

• Proficiency in Google Suite/Drive
• Exceptional interpersonal, organizational, and customer service skills
• Strong problem-solving abilities and attention to detail
• Excellent written and verbal communication skills
• Knowledge of all health care regulations and confidentiality protocols, including HIPAA
• Ability to maintain confidentiality and demonstrate professionalism in all interactions
• Ability to work both with a team and autonomously in a fast-paced environment

Physical Demands

• Ability to lift, push, and pull a minimum of 20 lbs - moving and assisting patients and equipment will be required
• Ability to sit or stand for extended periods during shift