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Position Summary

The Senior Practice Manager is responsible for managing all Site Managers while also directly overseeing the Manhattan clinical practice. This leader will drive improvements in how we run the administrative and operational side of our clinics by supporting staffing and hiring strategies, owning the insurance and billing intake process, managing onboarding and offboarding of key systems, managing scheduling, workflows, patient flow and optimizing operational processes that directly impact our patients and clinical teams. This includes oversight of the overall operational and administrative functions for all sites to ensure maximum operational efficiencies, performance improvements, high-quality patient experiences, and compliance with appropriate HR and regulatory policies across all practice sites.

This leader will be expected to mentor, coach and develop Site Managers to elevate performance and create a culture of accountability.

In collaboration with the Director of Clinic Operations, the Senior Practice Manager will be expected to analyze and implement process improvements in the clinic workflow, systems implementation and organizational dynamics across all Mobile Health clinics.

This position will have administrative oversight of the licensed staff in the Manhattan location, such as scheduling, attendance, office policy, and general workplace conduct.

About Mobile Health

Mobile Health is a market leader in occupational health and employment-related screening services across the United States. With five owned-and-operated clinics in New York City, and over 6,500 affiliated locations, Mobile Health sees millions of patients per year. Our comprehensive services include drug testing, physicals, respirator fit testing, hearing testing, vision screening, vaccines and titers, and more. We stack hands to support our B2B client partners and are on a mission to make occupational health and employment-related screening the easiest part of their job. To achieve that, we are leveraging technology to change how occupational health is delivered. As a technology-driven company, we’re at the forefront of unleashing new and better ways to keep businesses safe and their employees healthy. Mobile Health is growing, and we are looking for amazing people to join our team!

Essential Duties and Responsibilities

Practice Operations

+ Work with site managers and staff to ensure the achievement of practice-wide operational and financial goals/metrics.

+ Develop and implement policies and procedures related to patient scheduling and operational issues in collaboration with the Director of Clinic Operations.

+ Ensure optimal use of each site throughout all hours of operation by optimizing staffing ratios, patient density, and use of clinical space.

+ Monitor all work queues in the EMR for completion as they apply to practice operations.

+ · Oversee completion and processing of all front-end Revenue Cycle activities including but not limited to oversight of insurance billing and reimbursement processes.

+ Conduct daily scheduled meetings/huddles with staff to ensure consistent transfer of information, smooth patient flow, and team-driven coordination of care and services.

Data, Dashboards & Analytics

+ Monitor and track key performance indicators (KPIs), identify trends and implement performance improvement initiatives, as needed

• Monitor OKRs and ensure progress against operational priorities

+ Continuously seek and implement operational improvements.

+ Utilize and monitor dashboards and reports to monitor and keep performance indicators of operational, clinical, and revenue cycle workflows to ensure a holistic view of each practice operation.

+ Develop practice optimization and improvement strategies and utilize a data-driven methodology to monitor progress.

+ Utilize a database of patient activity, resource utilization, and budget variances; and identify trends and patterns for analysis and actions.

+ Lead and/or participate in projects and performance improvement activities.

+ Direct all patient satisfaction initiatives, displaying a positive attitude in interactions with staff, patients, and family members.

+ Set expectations for patient portal activation rates. Monitor metrics and develops strategies to meet target goals.

+ Monitor staff performance using Dashboards and work queue completions.

Operational Excellence

+ Partner with Director of Clinic Operations to ensure smooth day-to-day operations across all sites

+ Support onboarding, offboarding, and optimization of clinical systems and tools

+ Troubleshoot facility issues and coordinate solutions with internal teams and external vendors

+ Manage and update operations playbooks, SOPs, and training content to ensure best practices are documented and scaled

+ Identify bottlenecks and inefficiencies in workflows, and implement scalable process improvements

+ Lead special projects and research efforts to support patient engagement, new initiatives, and overall process optimization

+ Support expansion efforts including site launches, playbook development, and cross-team coordination

+ Work with insurance partners to support operations and contract needs

+ Collaborate with growth, clinical, and executive teams on initiatives that require operational input

+ Serve as a connector across teams to ensure alignment and accountability

Staffing & People Operations

+ Direct oversight of Site Managers and Manhattan staff

+ Promote staff professionalism and performance with coaching, training, and feedback.

+ Mentor others in individual and team accountability, modeling behavior, and demonstrating best non-clinical practices/techniques.

+ Provide coaching and guidance to site managers to strengthen leadership skills and operational effectiveness.

+ Serve as a resource and thought partner to site managers to help them navigate challenges and drive continuous improvement across sites

+ Support hiring strategy and staffing plans in partnership with Director of Clinic Operations

+ Assist Site Managers with interviews and onboarding processes to build high-performing teams

+ Evaluate staffing models, incentives, and workforce planning

+ Ensure staff productivity benchmarks and quality measures are achieved.

+ Create daily, weekly, and/or monthly assignment list to ensure adequate clinical coverage and provider support at each practice.

+ Evaluate staff performance and competencies, approaching the performance review process constructively, and conduct it in accordance with Human Resources and departmental guidelines and procedures.

+ Periodic travel to other sites required. More frequently as needed.

Other duties as assigned

Knowledge/Skills/Abilities

• Proven leadership skills with the ability to mentor, coach, and develop multidisciplinary staff.

+ Contagious and positive work ethic, inspires others, and models the behaviors of our core values and guiding principles

• Strong organizational and time management skills, with the ability to balance competing priorities in a fast-paced environment.

• Excellent interpersonal and communication skills, with the ability to effectively engage patients, staff, and leadership.

• Conflict resolution and problem-solving skills to address patient, client, or staff concerns promptly and professionally.

+ Able to create and deliver high-level communication presentations for senior leadership and other organizational stakeholders.

• Financial management skills, including budgeting, resource allocation, and cost-control implementation.

+ Strong ability to understand clinic goals, challenges, and needs, creating tailored, actionable support plans.

+ Demonstrated proficiency in project management skills including planning and executing technical and operational project activities with cross-functional teams.

• Ability to lead by example, fostering a culture of accountability, teamwork, and continuous improvement.

• Ability to adapt to changing priorities, operational needs, and patient volume demands.

• Ability to analyze operational workflows, identify inefficiencies, and implement process improvements.

• Ability to ensure high standards of patient care, safety, and customer service across all operations.

• Ability to maintain confidentiality, professionalism, and ethical standards in all interactions.

• Detail oriented with the ability to multi-task

• Proficient computer skills and experience with electronic medical records

• Ability to work independently and be a team player, willing and able to roll up his/her sleeves to do whatever it takes to get the job done

• Ability to collaborate effectively with peers, leadership, and cross-functional teams to achieve organizational goals.

Education and Experience

• Bachelor's degree in Healthcare Management, Business Administration, or a related field, preferred.

• Ten (10) years of experience in healthcare operations, clinical operations, practice management and/or healthcare administration

• Seven (7) years of experience successfully running a medical practice including insurance billing, scheduling, patient flow, and staffing.

• Experience in full practice management, including clinical operations, administrative workflows, and oversight of insurance billing and reimbursement processes.

• Proven experience leading teams, driving performance improvement, and adding measurable value to operations.

• Strong experience and working knowledge of regulatory requirements, compliance standards, and quality improvement initiatives in healthcare.

• Working knowledge of electronic medical records (EMR) systems, clinical workflows, and reporting tools.

• Proficiency in Microsoft Office Suite and other practice management software.

• Proficiency in designing and redesigning workflows

• Current RN License granted by the New York State Department of Education a plus, but not required

• Bilingual (English/Spanish) a plus

• Current BLS or ACLS certification, either by American Heart Association or American Red Cross required or required within ninety (90) days of hire

• Completion of CDC Vaccine Program required or required within ninety (90) days of hire

Physical Requirements

• Physical requirements needed to perform the essential functions of this job, with or without accommodation:

o Ability to operate a keyboard and perform repetitive motion (keyboard), writing

o Ability to sit and/or stand for extended periods; reach, bend, lift up to ten (10) lbs.

o Ability to express or exchange ideas to impart information to the public and to convey detailed instructions to staff accurately and quickly.

o Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities of their position.

• Must be able to travel outside the office and attend meetings during and after regular work hours.

Regular and reliable attendance is essential to perform this job satisfactorily.