Mental Health Clinic Operations Manager

Position Overview

Health Haven is seeking a hands-on Multi-Site Mental Health Clinic Operations Manager to oversee the daily performance, patient experience and operational growth of our outpatient mental-health clinics. The Clinic Operations Manager will coordinate multiple locations, improve provider and staff productivity, support revenue-cycle performance, monitor documentation completion, strengthen patient retention and develop community referral relationships. This leader must balance operational efficiency with compassionate patient care. Productivity is important, but it cannot come at the expense of clinical quality, patient dignity, provider-patient rapport or safe care. The successful candidate will be visible and engaged across the clinics, regularly interacting with patients and families, supporting providers and staff, reviewing performance, identifying barriers and ensuring agreed-upon actions are completed.

Responsibilities

• Oversee daily operations across multiple Health Haven locations and maintain consistent workflows, service standards and accountability.
• Conduct regular site visits and remain accessible to providers, staff and patients.
• Ensure clinics open on time, are appropriately staffed and operate efficiently.
• Monitor scheduling, registration, intake, insurance verification, authorizations, clinical support and checkout processes.
• Identify performance differences among locations and implement corrective action when needed.
• Create and maintain standard operating procedures and organized systems for responsibilities, deadlines, barriers and completed actions.
• Prepare locations for internal reviews, payer audits, licensing inspections and other operational requirements.
• Coordinate facility, technology, supply, staffing and patient-flow needs and promptly escalate clinical, compliance, safety or personnel concerns.

Patient Experience and Rapport

• Promote a welcoming, compassionate and respectful environment for patients and families.
• Interact directly with patients to understand their experience and address service concerns.
• Build rapport with patients who may be anxious, distressed, frustrated or experiencing symptoms related to mental illness.
• Train and support staff in effective communication with mental-health patients and families.
• Ensure complaints and concerns are acknowledged promptly, investigated appropriately and resolved whenever possible.
• Monitor patient satisfaction, complaints, retention and continuity of care.
• Improve communication regarding appointments, medication-related follow-ups, referrals and ongoing treatment.
• Help patients navigate operational barriers without providing clinical advice outside the manager's qualifications.
• Protect confidentiality, professional boundaries, patient dignity, privacy and quality of care.

Provider Engagement and Performance

• Develop constructive working relationships with psychiatrists, nurse practitioners, therapists, medical assistants and support staff.
• Conduct regular provider check-ins to identify scheduling, staffing, documentation and workflow barriers.
• Help providers maintain appropriate and productive schedules without compromising clinical quality.
• Monitor schedule utilization, completed encounters, cancellations, no-shows and available appointment capacity.
• Ensure patients are scheduled according to clinical instructions and organizational standards and coordinate timely follow-up when closer monitoring is requested.
• Support provider onboarding and understanding of clinic workflows, documentation expectations and performance standards.
• Address operational performance concerns directly and professionally, recognize strong performance and establish improvement plans when needed.
• Promote open communication between providers, front-office staff, clinical support staff and leadership.

Scheduling and Productivity Management

• Optimize provider schedules to improve access, continuity, retention and appropriate visit volume.
• Monitor open appointments and establish processes to fill cancellations promptly.
• Reduce preventable no-shows through reminders, confirmations, patient education and timely outreach.
• Review appointment types and visit lengths for appropriateness and ensure providers have sufficient support to work efficiently.
• Track new patients, follow-up visits, completed encounters, no-show rates and schedule utilization by provider and location.
• Identify patients who have fallen out of care and coordinate appropriate re-engagement outreach.
• Work with clinical leadership to ensure scheduling expectations reflect patient complexity and clinical needs.
• Improve productivity through better systems, preparation and coordination, not unsafe overbooking or reduced care quality.

Documentation and Quality of Notes

• Monitor whether clinical documentation is completed accurately and within required timeframes.
• Track unsigned, incomplete, delayed or administratively deficient notes and coordinate resolution of missing documentation, orders, treatment plans and follow-up.
• Review documentation for administrative completeness, consistency and billing support within the manager's training and authority.
• Coordinate concerns requiring clinical judgment with licensed clinical leadership.
• Ensure note-monitoring processes comply with payer, regulatory, organizational and privacy requirements.
• Identify repeated documentation problems and arrange education, workflow support or corrective action.
• Promote accurate documentation that reflects services rendered and supports continuity of care. Never encourage inaccurate documentation, cloned notes, upcoding or billing for services not performed.

Revenue-Cycle Management

• Work with billing, credentialing, authorization and finance teams to improve revenue-cycle performance.
• Monitor insurance verification, eligibility, prior authorizations, claim submission and payment-related workflows.
• Identify operational causes of claim denials, delayed billing and lost revenue.
• Track missing notes, coding-related administrative deficiencies, incomplete patient information and authorization problems.
• Review accounts-receivable trends, denial patterns, collection delays and unresolved claims with the revenue-cycle team.
• Ensure patient balances and financial concerns are communicated professionally and accurately.
• Coordinate corrective-action plans for recurring problems and improve clean-claim performance while maintaining accurate, ethical billing.

Marketing, Outreach and Patient Acquisition

• Support patient-acquisition initiatives for Health Haven's psychiatric, therapeutic and specialized treatment services.
• Build and maintain relationships with hospitals, primary-care practices, behavioral-health programs, schools, residential facilities, community organizations and other referral sources.
• Conduct periodic in-person outreach and professionally represent Health Haven at meetings, events and referral-development activities.
• Ensure inquiries and referrals receive prompt follow-up and track referral sources through scheduling and completed appointments.
• Monitor lead quality and conversion, not only lead volume.
• Collaborate with marketing to identify service needs, common questions and patient-access barriers.
• Provide feedback on which outreach efforts produce appropriate patients and sustainable growth and strengthen existing referral partnerships through consistent communication.

Clinical-Research Referral Coordination

• Educate staff and providers about clinical-research opportunities approved for internal communication.
• Establish a consistent process for identifying patients who may be interested in learning about clinical trials and coordinate potential referrals to Health Synergy Clinical Research when appropriate.
• Ensure participation is voluntary and information is provided through appropriate research personnel.
• Protect patient privacy and obtain required permission before sharing protected information.
• Track research referrals, completed contacts, prescreens and outcomes.
• Ensure research considerations never interfere with appropriate clinical treatment or patient choice and maintain clear separation between routine care and research consent.

Staff Leadership and Accountability

• Supervise, coach and support front-office, scheduling and designated clinical-support personnel.
• Establish clear responsibilities, performance expectations and follow-up processes.
• Conduct structured team meetings and one-on-one performance discussions.
• Ensure assignments are completed accurately and on time and address poor communication, missed responsibilities and repeated workflow failures promptly.
• Develop staff through training, coaching and written procedures.
• Support recruitment, onboarding and retention of strong team members.
• Promote professionalism, collaboration, compassion and respect across all locations.
• Maintain accountability without creating a punitive or fear-based workplace and develop future leaders as the organization expands.

First 30-Day Expectations

Within the first 30 days, the Clinic Operations Manager will be expected to:

• Visit and assess each assigned Health Haven location and meet with key providers, staff and organizational leaders.
• Review scheduling, intake, documentation, billing, patient-service and referral workflows.
• Establish baseline metrics for provider productivity, schedule utilization, no-show rates, documentation completion, patient retention and revenue-cycle performance.
• Identify urgent operational, patient-experience and compliance concerns.
• Implement a weekly multi-site operations dashboard and regular provider and staff check-ins.
• Review outstanding notes, authorization problems, denials and other revenue-cycle barriers.
• Assess referral sources, patient-acquisition efforts and community outreach.
• Review the process for connecting appropriate patients with clinical-research opportunities.
• Present a written 30-day assessment identifying completed actions, major barriers, immediate priorities and the plan for the following 60 days.

Ongoing Performance Measures

Success in this position will be evaluated using metrics such as:

• Provider schedule utilization and completed patient encounters by provider and location.
• New-patient scheduling and appointment completion.
• Patient no-show and cancellation rates.
• Patient retention and continuity of care.
• Timeliness and completion of clinical documentation, including unsigned or deficient notes.
• Patient satisfaction, complaints and resolution time.
• Provider and staff engagement.
• Insurance-verification and authorization accuracy.
• Clean-claim rates, preventable denials, accounts-receivable trends and billing delays related to clinic operations.
• Lead-response time, referral conversion and growth in appropriate patient referrals.
• Community outreach activity and referral-partner development.
• Appropriate clinical-research referrals and completed prescreens.
• Completion of operational projects and corrective-action plans.
• Consistency of performance across clinic locations.