Overview
COMPENSATION NOTICE:
The posted salary range reflects the full pay band for the position. Starting compensation is based on directly related experience, qualifications, and skill alignment. Most new hires may be brought in close to the mid portion of the range.
Position Summary
The Assistant Director Practice Operations is responsible for managing the day-to-day administrative and operational functions of a multi-site pediatric therapy practice. This position is highly hands-on and requires an individual who enjoys organizing work, solving problems, managing staff, and ensuring operational tasks are completed accurately and efficiently.
The Assistant Director of Practice Operations works closely with the Owner, Clinical Director and Assistant Directors, and the Assistant Director Finance, and administrative staff to keep the practice operating smoothly. This individual is expected to manage people while also stepping into the work directly when needed. Success in this role is measured by the ability to keep operations organized, staff supported, patients well served, and administrative systems functioning efficiently.
Essential ResponsibilitiesDaily Clinic Operations
· Manage the daily administrative operations of multiple clinic locations.
· Monitor clinic workflows to ensure efficient and consistent operations.
· Oversee front desk operations, scheduling, patient registration, referral management, and administrative workflows.
· Resolve day-to-day operational issues involving patients, providers, staff, scheduling, or facilities.
· Monitor cancellations, reschedules, provider schedules, and patient flow to maximize clinic efficiency.
· Coordinate weather-related closures and operational changes.
· Ensure operational tasks are completed accurately and within established timelines.
· Develop and improve office procedures that increase efficiency and consistency.
· Track outstanding operational issues and ensure timely follow-up until resolution.
Staff Management & Development
· Supervise administrative, scheduling, billing support, and front office staff.
· Assign daily work responsibilities and monitor completion.
· Recruit, interview, onboard, and train administrative employees.
· Conduct regular staff meetings and individual coaching sessions.
· Complete performance evaluations and provide ongoing feedback.
· Address employee performance concerns promptly and professionally.
· Assist with disciplinary actions and terminations when necessary.
· Maintain appropriate staffing coverage across clinic locations.
· Foster a professional, collaborative, and service-oriented work environment.
Scheduling & Patient Access
· Monitor provider schedules to maximize productivity and reduce scheduling gaps.
· Review cancellations, waitlists, no-shows, and schedule utilization.
· Work with scheduling staff to improve patient access and clinic efficiency.
· Assist with complex scheduling situations and patient concerns.
· Ensure patients receive timely, accurate, and professional communication.
· Support referral, authorization, and intake processes.
Billing & Administrative Coordination
· Work closely with billing and finance staff to support accurate administrative processes.
· Ensure patient registration, insurance information, referrals, authorizations, and billing documentation are complete and accurate.
· Follow up on missing information or workflow issues affecting reimbursement.
· Assist with payroll administration, employee time tracking, and administrative reporting.
· Maintain accurate administrative records and documentation.
Facilities, Vendors, Technology & Office Systems
· Manage the day-to-day facility operations for all clinic locations, ensuring safe, clean, organized, and professional environments.
· Coordinate building maintenance, repairs, cleaning services, security systems, and relationships with property management.
· Serve as the primary contact for vendors, contractors, service providers, and equipment suppliers.
· Monitor inventory and oversee purchasing of office, clinical, and technology supplies.
· Provide first-line troubleshooting for office technology, including computers, printers, scanners, phones, internet connectivity, Wi-Fi, audiovisual equipment, and other technology used in daily operations.
· Coordinate with outside IT vendors to resolve technical issues, implement upgrades, install new equipment, and maintain operational continuity.
· Support implementation and ongoing maintenance of the electronic medical record, scheduling software, phone systems, and other operational technologies.
· Coordinate website updates by working directly with the web developer to ensure information remains current, accurate, and aligned with organizational priorities.
· Manage website content updates, including provider biographies, staff changes, services, forms, announcements, employment opportunities, and other organizational information.
· Evaluate technology needs and recommend practical improvements that enhance operational efficiency and patient experience.
Policies, Compliance & Quality
· Implement and reinforce administrative policies and office procedures.
· Maintain administrative compliance with HIPAA, OSHA, and company policies.
· Keep employee manuals, forms, checklists, and administrative documentation current.
· Monitor compliance with established workflows and operational standards.
· Assist with quality improvement initiatives and operational audits.
Communication & Customer Service
· Respond professionally to patient, parent, provider, and employee concerns.
· Resolve escalated administrative issues in a timely and solution-focused manner.
· Communicate effectively with clinical leadership, billing, scheduling, and ownership.
· Ensure consistent communication across all clinic locations.
· Promote an exceptional patient and family experience.
Reporting & Operational Support
· Review operational reports, productivity data, staffing needs, and administrative metrics.
· Monitor key operational indicators and identify areas needing follow-up.
· Prepare operational reports and updates for ownership.
· Participate in operational planning and implementation of new office procedures.
· Assist with special projects and organizational initiatives as assigned.
QualificationsRequired
· Bachelor’s degree preferred.
· Minimum of five years of healthcare, therapy practice, or medical office management experience.
· Minimum 5 years supervisory or management experience.
· Strong organizational and time management skills.
· Demonstrated ability to manage multiple priorities simultaneously.
· Excellent communication and interpersonal skills.
· Strong problem-solving and decision-making abilities.
· Experience with electronic medical records and practice management software.
· Proficiency with Microsoft Office (Word, Excel, Outlook, Teams).
· Ability to travel between clinic locations.
Desired Characteristics
The ideal candidate:
· Enjoys managing the daily operations of a busy healthcare practice.
· Leads by example and is willing to step in wherever needed.
· Follows through on commitments without constant supervision.
· Is highly organized and detail-oriented.
· Builds positive working relationships with staff, providers, patients, and vendors.
· Remains calm and solution-focused under pressure.
· Takes ownership of problems until they are resolved.
· Continuously looks for ways to improve efficiency, organization, and the patient experience.
Pay: $85,000.00 - $115,000.00 per year
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Professional development assistance
Application Question(s):
- Will you be able to reliably commute to Wakefield, MA and Bedford, MA or other locations as needed?
- How many years of experience do you have directly supervising staff?
Education:
Experience:
- Medical office management: 5 years (Required)
Work Location: In person
