Practice Manager
Trauma Specialists of Maryland 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.
ABOUT THE ROLE
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 rolesEfficiency of HR and administrative functionsConverting inquiries into new clientsRetaining staffProviding a positive client experienceMaintaining practice ethics and complianceKey Responsibilities: Leadership & Team Management 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.Facilities Management Responsibilities Oversee day-to-day maintenance of the practice environment, ensuring it is clean, safe, professional, and welcoming for clients and staff.Manage relationships and contracts with vendors and service providers, including cleaning crews, security systems, IT support, and utilities.Coordinate facility repairs, service requests, and preventive maintenance schedules.Monitor and manage software and technology systems used across the practice (e.g., EHR, scheduling, billing, phone, internet).Lead the implementation of new tools or upgrades to existing systems, including hardware replacement, software transitions, or workflow automation.Track and negotiate vendor agreements, ensuring favorable terms and alignment with practice needs.Ensure compliance with safety protocols, accessibility standards, and emergency procedures.Compliance & Risk Management Ensure the practice adheres to HIPAA, OSHA, and all other state and federal regulations.Monitor licensure, certifications, and training requirements for both clinicians and administrative staff.Conduct internal audits and ensure compliance with documentation and reporting standards.Develop and implement risk management strategies to minimize liability and improve practice efficiency.Data Analysis & Decision-Making Regularly monitor practice data, such as session revenue, client retention, billing success rates, and staff productivity.Utilize practice analytics to identify trends, improve processes, and ensure targets remain on track.Prepare reports and present insights to leadership for informed decision-making.Qualifications & Skills: Bachelor's degree in Healthcare Administration, Business Management, or related experience preferred.Minimum of 3-5 years of experience in healthcare management, preferably in a mental health or medical setting.Strong leadership skills with experience managing teams and holding staff accountable.Knowledge of HIPAA regulations, insurance billing, and revenue cycle management.Familiarity with HR best practices including documentation standards, recruiting, onboarding, benefits coordination, performance reviews, and terminations.Familiarity with employment laws, HR best practices, and documentation standards (HR certification not required).Excellent problem-solving, organizational, and decision-making abilities.Strong communication and interpersonal skills, with the ability to collaborate effectively across departments.Proficiency in EHR systems, scheduling software, and Google Workspace tools such as Google Drive, Google Docs, and Google Sheets.Experience working with process and workflow management, preferably with a project management tool like ClickUp or Asana.Ability to multitask and manage competing priorities in a fast-paced environment.
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