Senior Office Manager (Healthcare Operations) -Gilbert
10 days ago
Gilbert
Job DescriptionAbout Therapy Tree Therapy Tree is a fast-growing, multi-location pediatric therapy company providing speech, occupational, and physical therapy services across Arizona. We serve thousands of families each month and operate high-volume clinics with 148+ therapists and seven locations. We are scaling into a platform organization with best-in-class systems, outcomes, and patient experience. We are looking for Senior-level Office Managers who can take full ownership of clinic operations, team performance, and workflow execution. Position Summary The Senior Office Manager is responsible for running a busy outpatient therapy clinic like a business unit — ensuring smooth operations, high staff performance, and achievement of key metrics including utilization, scheduling efficiency, therapist productivity, and patient experience. This is not an entry-level role. Candidates must have demonstrated experience managing teams, hitting numbers, resolving problems independently, and leading a clinic without daily oversight. The Senior Office Manager must be confident, emotionally steady, data-driven, solutions-oriented, and comfortable holding others accountable. Key Responsibilities 1. Operational Leadership • Oversee daily operations of a high-volume pediatric therapy clinic (150–200 patients/day)., • Ensure standard operating procedures are followed 100% of the time., • Maintain smooth clinic flow, staffing coverage, and real-time problem-solving., • Identify operational gaps and implement corrective action quickly and independently.2. Staff Leadership & Accountability, • Directly supervise front desk staff and clinic assistants., • Partner with the Clinical Director to ensure therapists meet productivity and scheduling expectations., • Hold team members accountable to performance standards with consistency and professionalism., • Conduct coaching, performance improvement plans, and corrective actions when needed., • Promote a healthy, stable work culture with low drama and strong communication norms.3. Metrics Ownership & Reporting, • Own weekly clinic numbers:, • Billable hours, • No-show/cancellation rates, • Schedule utilization, • Patient flow and throughput, • Therapist productivity targets, • Monitor dashboards and take proactive action to correct trends., • Provide accurate, timely data and ensure the clinic hits monthly operational targets.4. Scheduling & Capacity Management, • Ensure therapist schedules are filled to targeted levels and optimized daily., • Manage waitlists, cancellations, and capacity forecasting., • Collaborate with Recruiting, Scheduling, and Home Office teams to maintain staffing and appointment availability.5. Patient Experience & Communication, • Ensure families receive exceptional customer service, clear communication, and timely follow-up., • Resolve escalated patient concerns with maturity and professionalism., • Maintain a welcoming, organized clinic environment.6. Administrative & Technical Skills, • Use Microsoft Excel or Google Sheets proficiently (filters, pivot tables, VLOOKUPs, basic formulas)., • Manage clinic documentation accuracy., • Ensure completion of daily/weekly checklists, logs, and compliance tasks., • 4–7+ years of leadership experience in healthcare, education, hospitality, or similar operational environments., • Proven ability to lead teams, enforce standards, and drive results., • Strong math and analytical skills — must be comfortable working with metrics and spreadsheets., • Exceptional communication skills — clear, concise, direct, and professional., • Ability to operate independently, make decisions, and anticipate needs without micromanagement., • High emotional intelligence with the ability to receive and give feedback constructively., • Experience managing staff performance and handling difficult conversations., • Experience in pediatric therapy, medical offices, or multi-provider clinics., • Experience overseeing 15–40 employees or multiple departments., • Experience with project management or operations improvement initiatives., • The clinic consistently hits or exceeds billable hour and productivity goals., • Daily operations run smoothly with no need for CEO micromanagement., • Front desk and support staff deliver high-quality work with accountability., • Therapists feel supported, not burned out, and schedules remain full., • Problems are identified early and solved without escalation., • Communication is proactive, timely, accurate, and consistent., • Direct but kind, • Accountable and consistent, • Calm under pressure, • Driven by data and outcomes, • Solutions-oriented, • Not overly sensitive or resistant to accountability M1IWqKxR3q