Clinic Manager Job Description

The Golden Steps Clinic Manager sets the tone for the entire center’s team member culture and family experience. This role is responsible for the client and team member experience at the center ranging from the appearance of the space to the customer service experienced when a client’s family enters the building. This role is responsible for maintaining an up-to-date roster of Behavior Technicians (BTs) and their deployment and compliance status, collaborating with State Directors to determine staffing needs, maximizing BT utilization, and managing daily scheduling changes to limit overtime and non-billable hours. The Clinic Manager will also act as a leader of BTs by coordinating training and compliance needs, and completing disciplinary action up to and including termination, and completing the offboarding process. Along with the Clinic Director this role will collaborate with the BT Recruiting Department to determine existing BT needs, adjust targets, and realign resources. The Clinic Manager’s responsibilities fall into five main categories: Customer Service, BT Satisfaction, Center Appearance/Maintenance, Scheduling, and HR/Compliance.

The below reflects the essential functions considered necessary for a Clinic Manager and shall not be construed as a detailed description of all work requirements that may be inherent in the job or assigned by supervisory personnel. This job description is used as a guide only and not inclusive of all responsibilities and job duties.

1. Provide excellent customer service and champion Golden Steps
   • Assist clients and families in accessing treatment by providing information and assisting in the initial intake process.
   • Maintain communication with prospective clients and ensure appropriate expectations of the intake
   • Consistently communicate with parents both face to face and over the phone with the utmost
2. Maintain an operationally well-run, aesthetically pleasing center that is enjoyed by parents, clients, and team

• Ensure the cleanliness and appearance of the center meet the highest standards of
• Ensure all standard supplies are set to a recurring monthly order and other supplies are ordered as
  
• Work with the Facilities and Purchasing departments to cover any and all issues as they arise within the center and coordinate necessary maintenance.
• Ensure the center is meeting all compliance/credentialing standards (BHCOE).
• Monitor center expenses to stay within monthly
• Assist in hosting center events (activity days, birthdays, anniversaries, graduations, ).

3. Provide direct 1:1 ABA therapy as needed to cover call offs, vacations, etc., to ensure therapy is not canceled for the day.
4. Receive and maintain CPR and First Aid
5. Verify Insurance eligibility and coverage for clients within the center.
6. Market to community-based services to increase the cases within the center services. This includes Doctor offices, schools, speech/PT/OT centers, and other interested parties.
7. Manage the schedule of all Behavior Technicians and clients within the center, as well as the operating metrics of the center.
   • Enter the schedules into all required systems and communicate schedule changes with
   • Track all daily operations metrics and report to the State Director.
   • Track Behavior Technician and client attendance and accordingly notify their supervisors when disciplinary action needs to be taken.
   • Schedule and manage non-billable technician hours to stay within
   • Approve Behavior Technician PTO and unpaid time off, and schedule
   • Ensure staff are only being placed with clients with whom they are credentialed to
     • Assist with coordination of training and compliance
   • Coordinate with Clinic Director and BT Recruiting Department to determine staffing
   • Work with Clinic Director and Intake Team to determine incoming case needs and match Behavior Technicians
   • Work with in-home operations to find coverage for clients or help facilitate team member and client transfers, as needed.
   • Report clinic needs to State Director, including intake pipeline, tech pipeline, marketing needs, and all other operations aspects.
8. Complete the offboarding process for departing Behavior
   • Gather necessary documentation to offboard BTs, as
     • Collect BT resignation letters, performance improvement documentation, and termination letters, as needed, to accurately document reasons for BT offboarding.
     • Complete all required offboarding procedures.
     • Secure all Golden Steps equipment and property from department BTs, including but not limited to, therapy equipment.

9. Manage payroll and billing accuracy via daily reviews to ensure documentation is being submitted properly and schedules match the submitted documents.
10. Provide day-to-day administrative support in the center, such as greeting clients, placing supply orders, faxing, filing, etc., as needed.
11. Perform other duties as designated by supervisor.

These guidelines can be used to make a list of qualifications required (or preferred) to perform the job successfully.

Education

• High school diploma or equivalent
• Registered Behavior Technician Certification

Work Experience

• 2+ years of office management or customer service experience required

Other Competency Requirements

An initial assessment of competency will be completed during the interview period and evaluated on an ongoing basis.

• Ability to follow written instructions
• Ability to use computers and computer/software programs
• Ability to communicate expressively and receptively

Knowledge and Skills

• Proficiency in PC software, especially spreadsheet programs;
• Strong communication skills, both written and verbal with internal and external stakeholders;
• Ability to build rapport with team members, explain complicated information in an approachable and easily understood manner, effectively handle challenging phone conversations, and represent the Golden Steps brand;
• Ability to organize, prioritize and handle multiple tasks, adhere to established deadlines, and produce work that consistently meets or exceeds team benchmarks;
• Proven adaptability with a willingness to work both collaboratively and individually to achieve desired business outcomes;
• Excellent interpersonal and listening skills;
• Experience analyzing and summarizing data clearly and concisely;
• Demonstrated strong work ethic with attention to detail, accuracy, and quality;
• Established track record of generating error-free work;
• Organizational and multitasking skills;
• The ability to work independently and exercise good judgment and decision

Interpersonal Demands

• Frequent interaction with supervisor, senior leaders, and other teams
• Frequent interaction with key internal and external stakeholders
• Frequent interaction with current and prospective clients

Decision Making

The tasks below best characterize the level of decision making exercised in performing this job.

• Determining case assignments for Behavior Technicians;
• Monitoring and observing feedback related to performance to make management decisions up to and including decisions around termination;
• Addressing and resolving Behavior Technician complaints;
• Collaborating and problem-solving with other departments to ensure general satisfaction;
• Coordinating with Human Resources and State Directors to make decisions around termination of Behavior Technicians;
• Collaborating closely with direct leaders and providing input on decisions of

Working Conditions

• Center hours vary by location, but are Monday through Friday.
• Additional time or flex schedules may be required to complete the above work or meet 8:
• company

Physical Demands

While performing the duties of this job, physical requirements such as bending, reaching, lifting, pushing, or pulling up to 30 pounds may be required. This role will require sitting while doing office tasks as well as walking and standing while performing BT duties. This role may require close visual acuity on computer screens or monitors and the ability to analyze data and figures on a screen.

Physical Requirements:

• Employee must be able to lift up to 35lbs.
• Bending and squatting for up to an hour per day.
• Required to perform activities that entail fine and gross motor skills, bend kneel, squat sitting on floor level or in a chair, or standing for periods of time.
• Kids are fast, so the ability to follow a child without restrictions throughout the center (sometimes at a rapid pace) is needed.

We strongly value work-life balance! Starting with taking away administrative tasks and travel time. Everything is software-based, Flexible hours, with the ability to make your own schedule. Bonus opportunities are available as well. Our goal is that you should love what you do!

We offer:

• Competitive salaries
• Referral Program Incentive
• Team building events.
• 401(k) matching
• Dental insurance
• Vision insurance
• Health insurance
• Life insurance
• Generous paid time off
• Flexible schedule
• Paid Training
• Tuition discount
• Friendly, enjoyable, and mission-driven work environment  
• Collaborative, fast paced and forward-thinking workplace 
• Ongoing professional development opportunities 

Golden Steps ABA provides equal employment opportunity to all persons without regard to race, color, religion, creed, age, marital status, sexual orientation, gender identity or expression, citizenship status, national origin, ethnicity, military/veteran status, or disability which can be reasonably accommodated without undue hardship, or any other classification protected by law. This applies to all terms and conditions of employment including recruitment, hiring, compensation, training, promotions, terminations, layoffs, transfers and leaves of absence.

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