Assistant Clinic Success Manager

Job Description

Job Description

The Assistant Clinic Success Manager (Assistant CSM) keeps the daily operations of a Bloomwell clinic running smoothly, working in close partnership with the Clinic Success Manager (CSM). This role owns the behind-the-scenes work that makes a clinic feel organized and cared for: schedules that reflect reality, session notes converted on time, new teammates who feel welcomed, and families who stay informed.

While the Assistant CSM works in close partnership with the CSM, it is also a role with real ownership. The Assistant CSM is trusted to independently own specific operational areas of the clinic, exercise sound judgment on day-to-day decisions within those areas, and step in as a key operational point of contact when the CSM is unavailable. This role is a strong development path toward the Clinic Success Manager position, and the best Assistant CSMs take initiative, anticipate what the clinic needs, and solve problems before they are asked. 

Key Responsibilities

1. Daily Operations 

• Support the CSM in converting all patient session notes by end of day, making sure both billable and non-billable sessions are completed in CentralReach (CR). 

• Update the daily schedule to reflect patient attendance in real time. 

• Manage day-of schedule changes, including patient and teammate call-outs. 

• Keep the clinic clean and organized throughout the day, including chairs up on cleaning-crew nights and one to two clinic walkthroughs daily. 

2. Weekly Operations 

• Contact families who are waiting for services to provide updates and support. 

• Assist with onboarding prep for new teammates, including welcome gifts, training binders, and materials. 

• Review RBT CentralReach schedules to confirm eligibility for the 30-hour guarantee. 

3. Monthly Operations 

• Help plan and coordinate a monthly team-building event in partnership with the Sunshine Committee. 

• Update Deputy and CentralReach profiles for teammates who transfer locations, including basic info, location, and attendance points. 

• Send monthly therapy attendance reports to caregivers. 

• Audit labels on CentralReach client profiles for accuracy. 

• Monitor certification expirations using the Document Manager report. 

4. New Teammate Support 

• Lead new teammate orientation for BTs and RBTs. 

• Send welcome emails to incoming new hires the week before their start date, and prepare their welcome gifts. 

• Assemble training binders and folders, and create new teammate SharePoint folders from the Master copy. 

• Input teammate training schedules into CentralReach based on CD direction. 

• Track new teammates' progress on CentralReach Institute 40-hour certificate and module completion. 

5. Administrative Support 

• Support supply ordering for the clinic, typically monthly through Amazon subscriptions and bi-weekly as needed. 

• Submit bonus eligibility through Rippling, such as the BT CRI completion bonus. 

• Run the RBT Supervision Report. 

6. Ownership and Initiative 

• Independently own designated operational areas of the clinic, such as scheduling accuracy, onboarding logistics, or documentation timeliness, and be accountable for those areas running well without daily direction. 

• Exercise judgment on day-of operational decisions within established guidelines, including how to resolve schedule changes and coverage gaps, escalating to the CSM when a decision falls outside those guidelines. 

• Serve as an operational point of contact for the clinic when the CSM is out, keeping daily operations moving and communicating clearly about what needs the CSM's attention. 

• Identify recurring operational problems, propose practical solutions, and help implement improvements to clinic workflows. 

• Track operational details across the clinic and proactively flag risks, such as certification expirations, coverage gaps, or schedule issues, before they become disruptions. 

• Partner with the CSM on clinic projects and take ownership of assigned pieces from start to finish. 

What Success Looks Like

Success in this role shows up as a clinic that runs without friction. A successful Assistant CSM demonstrates: 

• Nothing slips. Notes are converted on time, schedules reflect reality, and reports go out when they should. 

• Smooth onboarding. New teammates arrive to a welcome gift, a ready binder, and a clear first week.

• Families feel informed. Waiting families hear from us, and caregivers get their attendance reports on schedule. 

• Clean data. CentralReach profiles, labels, and certifications are accurate and current. 

• A strong partnership. The CSM can rely on the Assistant CSM to own the operational details without being chased. 

• Ownership without oversight. Designated operational areas run well without daily direction, problems are surfaced and solved proactively, and the clinic keeps moving smoothly when the CSM is out. 

Qualifications

• High school diploma required; associate's or bachelor's degree preferred. 

• Experience in a healthcare or administrative support environment preferred; ABA industry experience a plus. 

• Strong organizational skills and excellent attention to detail. 

• Sound judgment and problem-solving skills, with the ability to make good day-to-day operational decisions independently and know when to escalate. 

• A proactive, ownership-minded approach, comfortable taking initiative and following tasks through to completion without being chased. 

• Impeccable interpersonal skills, with daily interaction with families and teammates. 

• Comfort working with scheduling and documentation systems such as CentralReach and Deputy. 

• Ability to work full-time, Monday through Friday, with occasional evening or weekend availability for community or team events. 

• Passing a background check. 

Physical and Work Environment Requirements

• Ability to sit for extended periods while completing administrative tasks and documentation. 

• Ability to stand, walk, and move throughout the clinic environment as needed, including moving quickly in response to teammate or clinic needs. 

• Ability to lift up to 30 pounds when necessary, such as supplies and welcome gift materials. 

• Regular computer and office equipment use for scheduling, documentation, and data entry. 

• Work is performed in an active pediatric clinic environment with varying noise levels and activity, and a dynamic, fast-paced pace with shifting daily priorities. 

• May be present in treatment areas where clients occasionally exhibit challenging behavior; this role does not implement behavioral interventions or crisis procedures, which are performed by trained clinical staff. 

Compliance and Confidentiality

• Adhere to all Bloomwell policies and procedures, including patient confidentiality (HIPAA) and safety requirements.