Practice Operations Manager

About the role

The Practice Operations Manager will serve as the operational leader for our clinic in Charlotte, NC. As a dyad partner to our Clinic Director, the Practice Operations Manager will lead service delivery and operational alignment across both locations, driving key KPIs and meeting or exceeding operational targets. Working onsite in close partnership with clinical leadership, this individual will provide leadership across people, systems, and processes — including training, coaching, mentoring, and developing teams — while modeling the behaviors needed to deliver best-in-class service and care to our members. Truly cross-functional, you are comfortable working across clinic and centralized teams (HR, Talent, Finance, Growth, Central Operations, and Technology) to deliver exceptional care while growing a sustainable business. You navigate change effectively, embrace new technologies, and continuously improve operations across your clinics. A player/coach at heart, you're equally comfortable delegating and rolling up your sleeves to work directly with members. You are detail-oriented, highly organized, and excited about leading operational excellence in SMI care. This is a full-time, in-person position at our clinic in uptown Charlotte, NC.

Responsibilities

• Clinic Operations & Environment: 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; Maintain a clean, organized, and welcoming clinic space, following all brand guidelines; 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; Maintain and oversee all schedules and templates to ensure consistent member experience, thoughtful and productive clinician schedules, and billing and regulatory compliance.
• Team Management & Culture: Foster a proactive, adaptable, and engaged team environment; Hire, train, coach and develop employees, fostering a culture of nimble learning and continuous improvement as we expand, evolve, and implement new technologies; Manage daily care team schedules, PTO and timecard approval; Work collaboratively with medical and clinical leadership.
• Patient Experience & Communication: Facilitate a best in class member centered experience, according to “The Amae Way”; Communicate with members and their families about patient financial responsibilities when appropriate, and ensure timely payment and accurate record-keeping; Collaborate closely with Growth teams to welcome potential members into care.
• Cross-functional Collaboration & Performance: Communicate regularly and proactively with colleagues across the clinic and organization to overcome obstacles and contribute to a collaborative culture; Monitor and drive Key Performance Indicators (KPIs) within the practice operations, and maintain accurate and up-to-date data sources.

Qualifications

• 5+ years running operations in a high-growth or high-intensity environment: healthcare (SMI, complex ambulatory, high-acuity populations) or non-healthcare (startup, multi-unit retail/hospitality, veterinary, or similar).
• Direct experience leading multidisciplinary or cross-functional, in-person teams: coaching, training, and developing people while optimizing operations and improving patient/customer experience.
• Track record of building or improving processes rather than just following them; formal methodology experience (Lean, Six Sigma, etc.) a plus, not a requirement.
• Comfortable with change in a fast-evolving environment, including AI-based tools and systems.
• A growth mindset is as important as industry background; the job itself will keep changing shape as we grow, so we need someone who picks things up quickly rather than someone who's already an expert at today's version of it.
• Experience with SMI or equally complex patient populations preferred.
• Bachelor's Degree preferred.

Benefits

• Comprehensive medical, dental, and vision coverage.
• Parental leave and programs built around well-being.

Pay

Base salary range for this role is $75,000–$95,000 per year + performance-based bonus opportunity.

Schedule

This is a full-time, in-person position at our clinic in uptown Charlotte, NC.