Mental Health Clinic Operations Manager

Job Description

Job Description:\n\nPlease Read Before Applying\nThis is not a traditional desk-based clinic manager position. Health Haven is seeking an ambitious, resourceful and highly accountable leader who wants to improve patient care, build effective systems and grow with an expanding mental-health organization.\nWe value initiative, compassion, tenacity, resilience, integrity, organization and personal ownership. The right person notices operational gaps, communicates directly, develops solutions, follows through and remains accountable until the desired outcome is achieved.\nPlease do not apply if you are looking only for a routine position with narrowly defined responsibilities or are uncomfortable being held accountable for measurable results. This role requires a go-getter who will engage directly with patients, providers, staff, referral partners and organizational leadership. Strong performance and measurable impact can create opportunities for increasing responsibility as Health Haven grows.\nPosition Overview\nHealth Haven is seeking a hands-on Multi-Site Mental Health Clinic Operations Manager to oversee the daily performance, patient experience and operational growth of our outpatient mental-health clinics.\nThe Clinic Operations Manager will coordinate multiple locations, improve provider and staff productivity, support revenue-cycle performance, monitor documentation completion, strengthen patient retention and develop community referral relationships.\nThis leader must balance operational efficiency with compassionate patient care. Productivity is important, but it cannot come at the expense of clinical quality, patient dignity, provider-patient rapport or safe care. The successful candidate will be visible and engaged across the clinics, regularly interacting with patients and families, supporting providers and staff, reviewing performance, identifying barriers and ensuring agreed-upon actions are completed.\nPrimary Responsibilities\nMulti-Site Clinic Operations\n\nOversee daily operations across multiple Health Haven locations and maintain consistent workflows, service standards and accountability.\nConduct regular site visits and remain accessible to providers, staff and patients.\nEnsure clinics open on time, are appropriately staffed and operate efficiently.\nMonitor scheduling, registration, intake, insurance verification, authorizations, clinical support and checkout processes.\nIdentify performance differences among locations and implement corrective action when needed.\nCreate and maintain standard operating procedures and organized systems for responsibilities, deadlines, barriers and completed actions.\nPrepare locations for internal reviews, payer audits, licensing inspections and other operational requirements.\nCoordinate facility, technology, supply, staffing and patient-flow needs and promptly escalate clinical, compliance, safety or personnel concerns.\n\nPatient Experience and Rapport\n\nPromote a welcoming, compassionate and respectful environment for patients and families.\nInteract directly with patients to understand their experience and address service concerns.\nBuild rapport with patients who may be anxious, distressed, frustrated or experiencing symptoms related to mental illness.\nTrain and support staff in effective communication with mental-health patients and families.\nEnsure complaints and concerns are acknowledged promptly, investigated appropriately and resolved whenever possible.\nMonitor patient satisfaction, complaints, retention and continuity of care.\nImprove communication regarding appointments, medication-related follow-ups, referrals and ongoing treatment.\nHelp patients navigate operational barriers without providing clinical advice outside the manager's qualifications.\nProtect confidentiality, professional boundaries, patient dignity, privacy and quality of care.\n\nProvider Engagement and Performance\n\nDevelop constructive working relationships with psychiatrists, nurse practitioners, therapists, medical assistants and support staff.\nConduct regular provider check-ins to identify scheduling, staffing, documentation and workflow barriers.\nHelp providers maintain appropriate and productive schedules without compromising clinical quality.\nMonitor schedule utilization, completed encounters, cancellations, no-shows and available appointment capacity.\nEnsure patients are scheduled according to clinical instructions and organizational standards and coordinate timely follow-up when closer monitoring is requested.\nSupport provider onboarding and understanding of clinic workflows, documentation expectations and performance standards.\nAddress operational performance concerns directly and professionally, recognize strong performance and establish improvement plans when needed.\nPromote open communication between providers, front-office staff, clinical support staff and leadership.\n\nScheduling and Productivity Management\n\nOptimize provider schedules to improve access, continuity, retention and appropriate visit volume.\nMonitor open appointments and establish processes to fill cancellations promptly.\nReduce preventable no-shows through reminders, confirmations, patient education and timely outreach.\nReview appointment types and visit lengths for appropriateness and ensure providers have sufficient support to work efficiently.\nTrack new patients, follow-up visits, completed encounters, no-show rates and schedule utilization by provider and location.\nIdentify patients who have fallen out of care and coordinate appropriate re-engagement outreach.\nWork with clinical leadership to ensure scheduling expectations reflect patient complexity and clinical needs.\nImprove productivity through better systems, preparation and coordination, not unsafe overbooking or reduced care quality.\n\nDocumentation and Quality of Notes\n\nMonitor whether clinical documentation is completed accurately and within required timeframes.\nTrack unsigned, incomplete, delayed or administratively deficient notes and coordinate resolution of missing documentation, orders, treatment plans and follow-up.\nReview documentation for administrative completeness, consistency and billing support within the manager's training and authority.\nCoordinate concerns requiring clinical judgment with licensed clinical leadership.\nEnsure note-monitoring processes comply with payer, regulatory, organizational and privacy requirements.\nIdentify repeated documentation problems and arrange education, workflow support or corrective action.\nPromote accurate documentation that reflects services rendered and supports continuity of care. Never encourage inaccurate documentation, cloned notes, upcoding or billing for services not performed.\n\nRevenue-Cycle Management\n\nWork with billing, credentialing, authorization and finance teams to improve revenue-cycle performance.\nMonitor insurance verification, eligibility, prior authorizations, claim submission and payment-related workflows.\nIdentify operational causes of claim denials, delayed billing and lost revenue.\nTrack missing notes, coding-related administrative deficiencies, incomplete patient information and authorization problems.\nReview accounts-receivable trends, denial patterns, collection delays and unresolved claims with the revenue-cycle team.\nEnsure patient balances and financial concerns are communicated professionally and accurately.\nCoordinate corrective-action plans for recurring problems and improve clean-claim performance while maintaining accurate, ethical billing.\n\nMarketing, Outreach and Patient Acquisition\n\nSupport patient-acquisition initiatives for Health Haven's psychiatric, therapeutic and specialized treatment services.\nBuild and maintain relationships with hospitals, primary-care practices, behavioral-health programs, schools, residential facilities, community organizations and other referral sources.\nConduct periodic in-person outreach and professionally represent Health Haven at meetings, events and referral-development activities.\nEnsure inquiries and referrals receive prompt follow-up and track referral sources through scheduling and completed appointments.\nMonitor lead quality and conversion, not only lead volume.\nCollaborate with marketing to identify service needs, common questions and patient-access barriers.\nProvide feedback on which outreach efforts produce appropriate patients and sustainable growth and strengthen existing referral partnerships through consistent communication.\n\nClinical-Research Referral Coordination\n\nEducate staff and providers about clinical-research opportunities approved for internal communication.\nEstablish a consistent process for identifying patients who may be interested in learning about clinical trials and coordinate potential referrals to Health Synergy Clinical Research when appropriate.\nEnsure participation is voluntary and information is provided through appropriate research personnel.\nProtect patient privacy and obtain required permission before sharing protected information.\nTrack research referrals, completed contacts, prescreens and outcomes.\nEnsure research considerations never interfere with appropriate clinical treatment or patient choice and maintain clear separation between routine care and research consent.\n\nStaff Leadership and Accountability\n\nSupervise, coach and support front-office, scheduling and designated clinical-support personnel.\nEstablish clear responsibilities, performance expectations and follow-up processes.\nConduct structured team meetings and one-on-one performance discussions.\nEnsure assignments are completed accurately and on time and address poor communication, missed responsibilities and repeated workflow failures promptly.\nDevelop staff through training, coaching and written procedures.\nSupport recruitment, onboarding and retention of strong team members.\nPromote professionalism, collaboration, compassion and respect across all locations.\nMaintain accountability without creating a punitive or fear-based workplace and develop future leaders as the organization expands.\n\nFirst 30-Day Expectations\nWithin the first 30 days, the Clinic Operations Manager will be expected to:\n\nVisit and assess each assigned Health Haven location and meet with key providers, staff and organizational leaders.\nReview scheduling, intake, documentation, billing, patient-service and referral workflows.\nEstablish baseline metrics for provider productivity, schedule utilization, no-show rates, documentation completion, patient retention and revenue-cycle performance.\nIdentify urgent operational, patient-experience and compliance concerns.\nImplement a weekly multi-site operations dashboard and regular provider and staff check-ins.\nReview outstanding notes, authorization problems, denials and other revenue-cycle barriers.\nAssess referral sources, patient-acquisition efforts and community outreach.\nReview the process for connecting appropriate patients with clinical-research opportunities.\nPresent a written 30-day assessment identifying completed actions, major barriers, immediate priorities and the plan for the following 60 days.\n\nOngoing Performance Measures\nSuccess in this position will be evaluated using metrics such as:\n\nProvider schedule utilization and completed patient encounters by provider and location.\nNew-patient scheduling and appointment completion.\nPatient no-show and cancellation rates.\nPatient retention and continuity of care.\nTimeliness and completion of clinical documentation, including unsigned or deficient notes.\nPatient satisfaction, complaints and resolution time.\nProvider and staff engagement.\nInsurance-verification and authorization accuracy.\nClean-claim rates, preventable denials, accounts-receivable trends and billing delays related to clinic operations.\nLead-response time, referral conversion and growth in appropriate patient referrals.\nCommunity outreach activity and referral-partner development.\nAppropriate clinical-research referrals and completed prescreens.\nCompletion of operational projects and corrective-action plans.\nConsistency of performance across clinic locations.\n\nThe manager will be evaluated on outcomes, not merely meetings held, emails sent or reports produced.\nRequired Qualifications\n\nPrevious managerial or supervisory experience in healthcare, behavioral health, medical practice operations or a comparable service environment.\nDemonstrated experience holding staff accountable and improving operational performance.\nStrong understanding of scheduling, patient access, documentation workflows and customer service.\nExperience working with providers or other licensed professionals.\nFamiliarity with healthcare billing, insurance verification, authorizations, claim denials or revenue-cycle processes.\nStrong organizational, analytical, project-management, written and verbal communication skills.\nAbility to communicate calmly and respectfully with patients experiencing emotional distress or behavioral-health symptoms.\nAbility to develop rapport with patients, families, providers, staff and referral partners.\nWillingness and ability to travel between assigned clinic locations.\nAbility to use electronic health records, spreadsheets, dashboards and project-management systems.\nDemonstrated initiative, resilience, problem-solving and personal accountability.\nWillingness to learn unfamiliar aspects of mental-health operations, billing, compliance and clinical research.\n\nPreferred Qualifications\n\nExperience managing multiple medical or behavioral-health locations.\nExperience in outpatient psychiatry, behavioral health or mental-health services.\nDirect experience with revenue-cycle management and payer requirements.\nExperience monitoring provider productivity and documentation completion.\nExperience developing hospital, clinic or community referral relationships.\nFamiliarity with clinical-research referrals.\nBachelor's degree in healthcare administration, business, management, public health or a related field.\nKnowledge of HIPAA, OSHA, payer requirements and healthcare compliance.\nExperience building dashboards, tracking KPIs and implementing performance-improvement plans.\n\nA candidate without direct mental-health experience may still be considered if they have strong healthcare management experience, demonstrate excellent judgment and are genuinely willing to learn how to work effectively and compassionately with mental-health patients.\nApplication Requirements\nApplicants should submit:\n\nA current resume.\nA summary of the number and types of locations, providers and staff they have managed.\nExamples of measurable operational improvements they personally led.\nExperience with revenue cycle, provider performance, patient acquisition or documentation management.\nAn example of a difficult operational problem they took ownership of and resolved.\nA brief explanation of why they consider themselves a go-getter.\nA description of why they want to grow with Health Haven.\n\nApplicants should clearly explain their personal contribution to any improve