Practice Director

Job Description

Job Description

About Kindbody

Kindbody’s mission is to make fertility and family-building care affordable and accessible for all. 

Founded in 2018, Kindbody has been recognized for technology innovation and industry leadership, Kindbody has been named to CNBC Disruptor 50, Fast Company’s Brands that Matter, Forbes Best Startup Employers, Inc.’s Best In Business list of most admired companies, as well as Deloitte Technology Fast 500™, which recognizes the fastest growing and most innovative technology companies in North America.

Kindbody is the leading U.S. fertility clinic network and global family-building benefits provider for employers on a mission to make fertility care more affordable and accessible for all. Kindbody serves patients at 26 state-of-the-art signature clinics and IVF labs, 400+ partner clinics, and in 113 countries around the world. Trusted by more than 140 employers, Kindbody’s physician-led model covers the full-spectrum of reproductive healthcare including fertility assessments, fertility preservation, genetic testing, IVF, donor and surrogacy services, adoption, postpartum care, and menopause support. Kindbody is the only fertility benefits provider that serves patients directly, delivering a seamless, integrated experience with superior health outcomes at lower cost. Kindbody has raised more than $315 million in debt and equity funding from leading investors including Perceptive Advisors, JP Morgan Chase’s Morgan Health, GV, RRE Ventures, Claritas Health Ventures, Rock Springs Capital, Distributed Ventures, Whatif Ventures and TQ Ventures. 

About the Role

As an experienced Practice Director, you will be working in a fast-paced, rapidly growing environment where you will be relied on for your expertise, professionalism, and collaboration. This role provides strategic and operational leadership for the clinic, with full accountability for P&L, staffing strategy, patient experience, facilities and cross‑functional collaboration. This role is a full-time position and is based out of our Rogers Clinic.

Responsibilities

• Manage practice operations team members and clinical leadership and ensure they are meeting their day-to-day responsibilities

  • Track KPIs and deliverables 

  • Provide ongoing coaching, performance feedback, and development

  • Coordinate team meetings and oversee takeaways

  • Timecard Management

  • Serve as the liaison between team members and the physicians and lab team 

• Perform hiring procedures for all clinic staff , including placing requisition requests, participating in interviews and making hiring decisions 

• Oversee the onboarding program for the team members. The onboarding role involves but is not limited to, executing training materials, training in all SOPs, training on the process for the documentation, shadowing/coaching, and proficiency testing and sign-offs

• Responsible for managing all internal staff escalations in collaboration with the Operations leadership and the People team

• Work with Operations leadership to address all patient questions, complaints, and feedback within 24-48 hours by collaborating with the clinical, operations, and laboratory teams.

• Work with the Operations leadership team and Finance team to ensure overhead and cost of goods and services are in line with budget and continue to push for budget improvement

  • Approve and ensure all purchase orders are in line with budget

  • Oversee clinic inventory 

• Execute patient conversion lists for specific markets by holding regular meetings with appropriate clinic staff to ensure coordination is being handled and patients are moving into treatment timely

  • Review the Anticipated List for specific market for accurate forecasting

• Coordinate clinic staff schedules and time off to ensure there is appropriate in-office support, cross-team collaboration, patient recovery support, and 24/7 customer support by team members

  • Manage the schedule of per-diem and temp employees, if applicable

  • Arrange out-of-market coverage as necessary

• Manage procedural scheduling for all OR cases and procedures (hysteroscopies, egg retrievals, embryo transfers, and IUIs) and ensure the appropriate teams, including the external anesthesia team, are aware of and available for cases. 

• Scrub clinic schedule daily to ensure appropriate access is available and patients are scheduled correctly

• Troubleshoot scheduling issues and make changes to the patient portal & provider templates as needed

• Address customer billing & insurance questions including, but not limited to accepting payments, refunds processing, and insurance claims submissions in collaboration with the RCM/Finance teams

• Ensure all copays, patient responsibilities, and self-pay or outstanding balances are collected at the time of check-in

• Report KPIs weekly in an effort to forecast company revenue accurately

• Partner with Marketing on local initiatives and growth opportunities

• Own Net Promoter Score (NPS) and online reviews

• Manage clinic P&L in alignment with company goals and objectives and maintain visibility into cost drivers and revenue levers

• Maintain overall accountability for clinic compliance, including incident reporting, inspections, business licenses, occupational safety and training completion 

• Oversee facilities and maintenance, including emergency preparedness in partnership with the corporate facilities team

• Manage annual retraining of SOPs as necessary 

• Establishes a compassionate environment by providing emotional and psychological support to patients and patient's families

• Works independently to assure the program goals are achieved

• Support and promote excellence in customer service

• Provide feedback to HQ on process improvement and job specifications to help gain efficiencies in your day to day