Vice President, Practice Operations

Job Description

Job Description

Description:

Fulfill your purpose at CLM:

Center for Life Management (CLM) provides the area’s most comprehensive array of outpatient mental healthcare. We offer innovative and evidence-based services that enhance the health and well-being of individuals and families. We operate multiple service locations, including our main office in Derry, NH, satellite office in Salem, NH, and residential programming. As the region’s designated community mental health center, CLM serves Southern New Hampshire through a hybrid model of care that includes services provided in the office, in the community, in the home, and via telehealth.

The Vice President, Practice Operations provides strategic leadership, operational oversight, and administrative direction to support front office operations, scheduling, access to care, and overall practice management across the agency. This role is responsible for ensuring efficient, client-centered, and compliant operational workflows that enhance access to services, support staff productivity, improve the client experience, and contribute to the financial health of the organization. This position reports to the COO with a dotted line to the CFO and CEO. This is a full time, 40 hour per week position

Major Functional Areas and Description of Duties

Leadership and Supervision

• Provide direct supervision to the Office Administration Manager and support their oversight of front office and administrative staff across agency locations.
• Provide direct supervision to the Supervisor of Scheduling to guide and support the Scheduling Team in ensuring efficient appointment management, provider schedule optimization, and implementation of the Full Schedule Model.
• Provide direct supervision to the Supervisor of the Access to Care Department to ensure timely and effective intake processes, client onboarding, service placement, and related documentation workflows.
• Provide ongoing coaching, support, accountability, and performance feedback to assigned staff and ensure timely completion of performance evaluations, development planning, and corrective action when needed.

Medical Services

• Oversee day-to-day scheduling and coordination for the Medical provider team: including nurses, nurse practitioners, and physicians. Provide direction on staffing levels and adjustments to schedules as needed to address coverage gaps and changing service demands.
• Oversee Medical providers’ client service schedules, billing practices and complexity codes, and insurance requirements.
• Review medical providers signing client service treatment plans, and caseload assignments to ensure efficient operations and continuity of care. Ensure timely and accurate completion of documentation and adherence to billing requirements.
• Oversee and approve earned time requests, response to call-outs, and verification and sign off on timecards for accuracy and compliance.

Scheduling Operations

• Oversee agency-wide scheduling operations for both in-person and telehealth services to support timely client access and efficient provider utilization while ensuring accurate and efficient scheduling workflows that support continuity of care and maximize provider capacity.
• Oversee medical telehealth scheduling processes to support provider availability and remote client access.
• Monitor scheduling-related performance indicators, appointment utilization, and workflow effectiveness, and implement improvements as needed.

Access to Care

• Provide oversight of the Access to Care Department to ensure effective intake processes, referral management, client onboarding, and timely access to services.
• Monitor access-related workflows and service placement processes to improve the client experience and reduce barriers to care.
• Monitor scheduling capacity, intake throughput, and wait times to support timely client access to services across programs.
• Oversee client reminder call and text reminder systems to improve attendance and reduce no-show rates.
• Attend every other month State Collaboration meetings by video related to client intake, engagement, and partnerships with other Community Mental Health Centers.
• Collaborate with program leadership to ensure access workflows align with program capacity and service delivery expectations.

Billing and Finance Collaboration

• Work closely with the Finance Department regarding payment workflows and practice management functions, including: client collections, back balances, insurance verification processes and other payment systems.
• Support administrative practices that contribute to accurate and timely billing, payment collection, and service documentation readiness.

Electronic Health Record (EHR) Leadership

• Serve as a member of the EHR Committee, representing front office, operational, scheduling, and access-to-care workflows and play a key leadership role in the implementation of a new electronic health record system, including workflow design, operational planning, process mapping, and coordination with clinical and administrative teams.
• Support EHR-related change management, workflow redesign, staff readiness, and operational adoption.

Program and Department Collaboration

• Work collaboratively with Program Directors and other agency leaders to ensure clinical teams have the operational and administrative support necessary to meet client care, scheduling, and service delivery needs.
• Collaborate across departments to improve front-end operations, office efficiency, client access, and staff support.
• Oversee operational coordination of medication-only case transfers to outside practices in the community, to support continuity of care and internal service access.
• Partner with leadership to assess and improve workflows that impact both client experience and staff effectiveness.

Operational Improvement and Performance Monitoring

• Create, monitor, and evaluate operational performance metrics related to scheduling, patient access, office management, collections, and administrative workflows.
• Develop and utilize dashboards, reports, and key performance indicators to monitor operational effectiveness and identify opportunities for improvement.
• Anticipate operational risks, identify inefficiencies, and implement solutions to improve agency performance and service delivery.
• Lead and support initiatives that improve workflow efficiency, reduce barriers to care, and strengthen operational consistency across the agency.
• Use data and feedback to inform process improvement efforts and support agency goals.

Safety, Compliance, and Professional Standards

• Participate as a member of the agency Safety Committee.
• Ensure self and assigned staff:
• Function professionally and in a manner that protects the integrity, confidentiality, and rights of all clients and staff.
• Promote a positive work environment and culture that fosters cooperation, teamwork, professional growth, and development.
• Execute all required functions, services, and documentation in accordance with agency policies, payer requirements, federal regulations, and state statutes.
• Perform other duties as assigned.

Physical Demands and Working Conditions

The work is primarily performed in office across multiple CLM locations and remote settings. The role requires frequent sitting, standing, walking, using computers and standard office equipment, and occasional movement between offices and departments. The position may require travel between CLM locations for operational oversight, meetings, and support. The role also requires the ability to manage multiple priorities in a fast-paced environment with frequent interruptions and evolving operational demands.

Benefits

At Center for Life Management, we offer a robust benefits package because caring for our staff is just as important as caring for our clients. Benefits for benefits eligible employees include:

• Comprehensive health insurance (medical, dental, vision)
• Health Reimbursement Arrangement
• Flexible Spending Account
• Paid earned time (3 weeks in year one, caps at 6 weeks)
• Paid holidays (8) with bonus birthday holiday in your birth month
• 403(b) Retirement Savings Plan with 3% company contribution upon 1 year of employment
• Life Insurance paid by company
• Short- and Long-Term Disability paid by company
• Accidental Death and Dismemberment Insurance paid by company
• Employee Assistance Program (EAP), accessible to staff and their natural supports
• Company issued cell phone and laptop as needed for role
• Scholarship for professional advancement
• Mileage reimbursement for applicable positions
• On the job training and continuing education opportunities
• Rewarding and supportive work environment with excellent opportunities for career growth
• Meaningful relationships with your co-workers and the individuals we serve
• Flexible work schedule
• Teamwork, teamwork and more teamwork!

Join CLM and make your career dreams a reality!

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Qualifications and Skills

• Bachelor’s degree required; Master’s degree in Healthcare Administration, Business Administration, Public Health, or related field preferred.
• Minimum of 10 years of progressive leadership and management experience in healthcare operations, medical practice management, behavioral health operations, or a related healthcare setting.
• Strong experience in practice operations, scheduling, front office management, access to care, and administrative workflow oversight.
• Experience supervising managers, leads, or multi-site administrative teams preferred.
• Demonstrated experience with process improvement, change management, and operational leadership in a dynamic healthcare environment.
• Experience working with electronic health records (EHRs) and participating in or leading workflow implementation, optimization, or system transitions strongly preferred.
• Knowledge of healthcare administrative workflows including scheduling, registration, insurance verification, collections, and patient/client access functions.
• Knowledge of behavioral health, outpatient practice operations, and/or community mental health systems strongly preferred.
• Familiarity with operational and billing workflows that support compliance, documentation readiness, and financial sustainability.
• Strong analytical, organizational, and problem-solving skills with the ability to use data to inform decisions and operational improvements.
• Ability to develop reports, dashboards, and performance indicators to monitor operational effectiveness.
• Strong communication and interpersonal skills with the ability to collaborate effectively across departments and levels of leadership.
• Ability to manage multiple priorities, meet deadlines, and adapt to changing organizational needs.
• Proficiency with Microsoft Office applications including Word, Excel, Outlook, PowerPoint, and Teams.
• Ability to acquire and effectively implement new skills, systems, and workflows in response to evolving agency needs.