The Practice Manager is responsible for overseeing all administrative and business operations across our practice in Newton, MA, Boston, and additional locations opening soon. This includes administrative oversight of all medical providers (MD, PA, DO, NP, RN, RD) — though not clinical oversight — as well as day-to-day operations, staffing, patient experience, revenue cycle, and facility/compliance functions previously split across a separate Operations Manager role. The Practice Manager also oversees the administrative team and support functions such as IT, billing, and scheduling, some of which are managed by assigned team members and others led by partner companies, and works closely with the Nurse Manager to bridge administrative, nursing, and revenue cycle operations. This role requires the ability to make certain decisions autonomously while coordinating other issues for efficient, timely owner approval, along with an innate drive to get things done.

WHAT SUCCESS LOOKS LIKE

• Patient wait times consistently remain under 10 minutes
• Patient portal messages are addressed within established service standards
• Phone calls and text messages receive same-business-day responses
• Standard operating procedures are documented, implemented, and consistently followed across every location
• Staff receive ongoing coaching, support, and accountability
• Team turnover decreases through strong leadership and employee engagement
• Operational metrics are consistently achieved while maintaining exceptional patient satisfaction

WHAT YOU'LL DO

As Practice Manager, your responsibilities will span the following areas: Practice & Multi-Site Operations Leadership

• Oversee day-to-day administrative and business operations across Newton, Boston, and additional locations as the practice grows
• Ensure consistency in workflows, processes, and patient experience across all sites
• Identify operational inefficiencies and implement sustainable improvements
• Establish and implement safe office procedures
• Coordinate inclement weather decisions impacting a widely dispersed workforce
• Maintain excellent communication and collaboration between departments, and project a positive company image at all times Staffing, Hiring & Training
• Manage the hiring details for every position within the company, including recruiting, interviewing, onboarding, and performance management
• Manage schedules and coordinate vacation/PTO coverage, ensuring departments are appropriately staffed
• Lead training sessions and oversee consistent staff training across all locations, coordinating inputs for weekly staff meetings
• Supervise clinical staff on non-clinical matters (performance, coaching, scheduling), partnering closely with Nursing and Administrative Team Leads
• Assume management of the nursing team and supplements department, working closely with the Nurse Manager to bridge administrative and clinical operations Patient Experience
• Administer logistical details to maximize all aspects of a patient's experience
• Monitor patient flow and operational efficiency, maintaining patient wait times below established targets
• Ensure timely response to patient communications
• Interact with patients directly to manage complaints and suggestions, resolving service issues promptly while maintaining a high level of patient satisfaction Financial, Revenue Cycle & Operational Performance
• Monitor departmental KPIs and operational metrics, driving accountability for performance goals
• Review and approve department expenditures within budget; assist with operational planning and resource allocation
• Supervise functions such as billing and debt collections
• Maintain working knowledge of revenue cycle operations, including prior authorizations and incoming and outgoing referrals
• Partner with billing and front-office staff to identify and resolve authorization or referral bottlenecks affecting patient scheduling
• Monitor referral and authorization turnaround times as part of overall operational performance Compliance, Facility & Program Oversight
• Ensure HIPAA compliance and operational readiness; protect patients' rights by maintaining confidentiality of personal, treatment history, and financial information
• Monitor provider credentialing, licensing, malpractice coverage, and continuing education requirements
• Oversee facility appearance, maintenance, and office safety; coordinate resolution of facility or equipment issues
• Provide administrative oversight of all aspects of the supplements program This job description reflects the general duties and responsibilities considered necessary to describe the principal functions of this role and is not intended to be an exhaustive or complete list of all duties, responsibilities, or skills required.

Duties, responsibilities, and activities may change, and additional duties not specifically listed above may be assigned, at any time with or without notice, at the discretion of Five Journeys.

WHAT YOU BRING

Required

• Bachelor's degree, or equivalent combination of education and experience, required
• 5+ years of healthcare operations or practice management experience, including managing multiple departments and/or multiple locations
• Proven supervisory, conflict resolution, and employee development experience
• Experience managing budgets and operational performance
• Exceptional organizational and project management abilities
• Excellent written, verbal, phone, and video communication skills
• Strong analytical and problem-solving skills; ability to think quickly and solve problems on the spot
• Ability to prioritize multiple initiatives in a fast-paced environment
• High energy, can-do attitude, and willingness to learn and thrive as a team
• Natural ability to educate and coach
• Strong attention to detail
• Maturity to handle confidential information appropriately
• Flexibility
• Proficiency with Microsoft Office and healthcare technology systems; exceptional PC proficiency
• Working knowledge of healthcare revenue cycle processes, including prior authorizations and referral management (incoming and outgoing)
• Availability for occasional after-hours or weekend response to urgent operational or facility issues Preferred
• Three years of Practice Manager or Operations Manager experience
• Extensive experience with Electronic Medical Record (EMR) systems, particularly Athenahealth
• Functional medicine or integrative healthcare experience
• Experience leading organizational growth or operational transformation

Pay:

$80,000.00 - $100,000.00 per year

Work Location:

In person