Medical Practice Operations Manager - OB-GYN Haven OBGYN | Folsom, California Full-time | On-site |

Monday-Friday Compensation:

$40 per hour About Haven OBGYN Haven OBGYN is a growing, physician-led women's health practice providing comprehensive gynecologic and obstetric care, minimally invasive surgery, in-office procedures, ultrasound, menopause care, and technology-enabled patient services. Our goal is to provide clinically excellent care through a patient experience that is personal, responsive, organized, and compassionate. We are seeking an experienced, hands-on Medical Practice Operations Manager to lead our daily clinic operations, staff performance, patient experience, and administrative and financial workflows. The manager will be visible throughout the clinic, work alongside the team when needed, resolve operational problems, and ensure that responsibilities are completed without unnecessary physician intervention. Position Summary The Medical Practice Operations Manager is accountable for: Daily clinic operations and patient flow Patient access, communication, and experience Staff supervision, training, and performance Scheduling, referrals, and prior authorizations Front-end revenue-cycle performance Procedure and surgical administrative workflows Compliance, supplies, equipment, and vendors Process improvement and practice growth The successful candidate will combine strong leadership with hands-on execution, sound judgment, attention to detail, and consistent follow-through. Key ResponsibilitiesPatient Experience and Service Excellence Create a consistently warm, respectful, responsive, and personalized experience across every patient touchpoint. Establish service standards for telephone response, scheduling, check-in, rooming, wait times, checkout, portal messages, referrals, and follow-up. Regularly observe the patient journey and identify delays, communication gaps, privacy concerns, and opportunities for improvement. Ensure patients receive clear information about appointments, preparation instructions, insurance requirements, expected costs, procedures, referrals, and next steps. Monitor patient feedback, complaints, compliments, online reviews, cancellations, and reasons patients do not schedule or return. Personally manage significant nonclinical complaints and service-recovery situations with empathy, professionalism, and timely follow-through. Document concerns, identify recurring patterns, assign corrective actions, and confirm that issues are fully resolved. Coach staff in compassionate communication, cultural sensitivity, confidentiality, de-escalation, and service recovery. Ensure urgent or clinical concerns are promptly routed to licensed clinical personnel according to established protocols. Develop and monitor patient-experience measures, including call responsiveness, wait times, complaint resolution, patient satisfaction, online reputation, and follow-up completion. Daily Practice Operations and Patient Flow Lead opening activities, daily huddles, staffing assignments, schedule review, patient-flow management, and end-of-day closure. Monitor provider schedules, appointment availability, cancellations, no-shows, wait times, urgent appointments, procedure capacity, and schedule utilization. Coordinate front-office and back-office workflows to support timely intake, rooming, checkout, orders, referrals, and follow-up. Serve as the first operational escalation point for staff, patients, providers, hospitals, payers, and vendors. Anticipate operational problems and resolve them before they disrupt patient care. Develop and maintain written workflows, checklists, service standards, and ownership expectations. Staff Leadership and Accountability Supervise front-desk, medical assistant, and assigned administrative personnel. Establish clear roles, daily priorities, productivity expectations, and performance standards. Participate in recruiting, interviewing, onboarding, training, competency validation, scheduling, coaching, and performance management. Conduct daily huddles and structured employee check-ins. Address attendance, communication, performance, conduct, and accountability concerns promptly and professionally. Cross-train staff and maintain coverage plans for absences, lunches, vacations, call-outs, and changes in patient volume. Promote a professional, collaborative workplace in which employees take ownership and close operational loops. Patient Access and Communication Maintain reliable workflows for telephone calls, portal messages, appointment requests, referrals, medical records, forms, authorizations, and patient callbacks. Monitor work queues, response times, and aging tasks. Assign clear ownership and deadlines for unresolved items. Ensure patients do not experience unnecessary handoffs or have to repeatedly contact the practice for the same issue. Improve referral conversion, appointment availability, schedule utilization, and continuity of care. Ensure that administrative staff operate within their scope and appropriately escalate clinical matters. Revenue-Cycle and Financial Operations Oversee insurance eligibility, benefit verification, referrals, prior authorizations, patient estimates, and point-of-service collections. Support accurate charge-capture and claim-submission processes. Partner with the billing company and practice leadership to monitor denials, accounts receivable, unbilled encounters, missing documentation, credit balances, and payer-related problems. Ensure authorization and insurance requirements are addressed before appointments, procedures, imaging, and surgery whenever possible. Maintain appropriate controls for deposits, refunds, invoices, purchasing, and vendor reconciliation. Prepare concise weekly operating reports identifying performance, risks, unresolved issues, and corrective actions. OB-GYN, Procedure, and Surgical Coordination Coordinate administrative workflows for gynecologic procedures, ultrasound, surgical scheduling, pathology tracking, outside records, and specialty referrals. Ensure timely completion of procedure and surgical authorizations. Support obstetric scheduling, prenatal records, referral coordination, hospital communication, and global-billing handoffs. Coordinate preprocedure and postprocedure instructions and administrative follow-up. Ensure abnormal, urgent, or clinically sensitive matters are immediately routed to licensed clinical personnel. Maintain appropriate inventory for procedures, medications, vaccines, implants, and clinical supplies. Compliance, Facilities, and Technology Support compliance with HIPAA, OSHA, infection-prevention, emergency-preparedness, and records-retention requirements. Maintain required logs, policies, licenses, certifications, training records, and vendor documentation. Support incident reporting, audits, complaint review, and corrective-action follow-through. Coordinate equipment maintenance, sterilization documentation, medical waste, facility needs, telephone systems, fax, IT support, and downtime procedures. Monitor inventory levels, expiration dates, waste, and supply expenses. Support effective use of the EHR, payer portals, Microsoft 365, RingCentral, and other approved technologies. Assist with implementation of new clinicians, procedures, technology, workflows, and service lines. Performance Expectations The manager will establish baseline performance and demonstrate measurable improvement in: Patient satisfaction and service recovery Telephone and portal-message responsiveness Appointment access and schedule utilization Wait times, cancellations, and no-shows Referral and authorization turnaround Work-queue and callback completion Eligibility verification and point-of-service collections Denials, unbilled encounters, and accounts-receivable follow-up Staffing coverage, attendance, productivity, and training Supply controls, waste reduction, and equipment readiness Compliance documentation and corrective-action completion Reduction of routine issues requiring physician-founder intervention First 90 Days The successful candidate will be expected to: Learn Haven's clinical, administrative, and financial workflows. Establish consistent daily huddles, staffing assignments, and operating routines. Map the patient journey and identify the most significant service gaps. Clarify ownership of calls, messages, referrals, authorizations, and follow-up. Implement a documented patient complaint and service-recovery process. Reduce aging work queues and unresolved operational issues. Improve schedule utilization, patient communication, and authorization completion. Establish a concise weekly performance dashboard. Present a six-month operational-improvement plan. Minimum Qualifications At least three years of progressively responsible experience in an outpatient medical practice. At least one year of formal lead, supervisory, or management responsibility. Demonstrated knowledge of scheduling, referrals, insurance eligibility, prior authorization, billing, and patient-service recovery. Experience supervising employees, setting expectations, coaching performance, and resolving workflow or interpersonal problems. Strong commitment to patient-centered service and demonstrated experience resolving patient concerns. Proficiency with an EHR or practice-management system and Microsoft Office. Strong organizational, communication, judgment, and problem-solving skills. Ability to work full-time and on-site in Folsom. Preferred Qualifications Five or more years of medical-practice experience. OB-GYN, women's health, fertility, surgical-specialty, or multispecialty ambulatory experience. Experience in an independent physician practice requiring both leadership and hands-on execution. Epic experience. Familiarity with Hill Physicians, Sutter Independent Physicians, Availity, Office Ally, or similar payer systems. Experience managing authorizations, denials, accounts receivable, or other revenue-cycle workflows. Associate or bachelor's degree in healthcare administration, business, nursing, or a related field. CMPE, CPPM, CPC, or another relevant healthcare-practice credential. Core Competencies Patient-centered leadership Ownership and follow-through Staff accountability and coaching Compassionate communication Service recovery and conflict resolution Operational discipline Financial awareness Sound judgment and confidentiality Data-informed problem-solving Adaptability in a growing practice Work Environment This is a full-time, on-site position in Folsom, California, generally scheduled Monday through Friday. The role requires regular movement throughout the clinic, extensive computer and telephone use, and frequent interaction with patients, staff, clinicians, hospitals, payers, and vendors. Haven OBGYN is committed to equal employment opportunity. Employment decisions are made without unlawful discrimination or retaliation and in accordance with applicable federal, state, and local requirements.

Pay:

$38.00 - $45.00 per hour Expected hours: 40.0 per week

Benefits:

401(k) 401(k) matching Health insurance Paid time off

Work Location:

In person