Operations & Client Services Manager

At Ellie Mental Health in Framingham, we believe a well-run clinic is just as important as compassionate care. We’re looking for a detail-obsessed, people-friendly multitasker to keep our daily operations flowing, our referrals moving, and our clinic organized and welcoming. If you’re the kind of person who finds joy in turning chaos into checklists, loves making systems run like clockwork, and can juggle a ringing phone while keeping a smile in your voice, we want to meet you! We are looking for someone who wants to be part of a fast-paced growing business that is providing access to mental health services to the MetroWest communities.

Key Responsibilities:   Clinic Operations Management: ·       This is an onsite part-time role (25-30 hrs./wk.) growing into full-time position over time as we continue to grow the practice. ·       Oversee day-to-day operations to ensure efficient and client-focused service delivery. ·       Maintain compliance with local, state, and federal regulations, including HIPAA. ·       Monitor facility needs and coordinate maintenance, supplies, and technology support. ·       Implement and improve operational systems, processes, and best practices. Staff Coordination & Hiring: ·       Work collaboratively with leadership and HR to coordinate the onboarding of new staff. ·       Assist with recruitment logistics including scheduling interviews and processing new hire paperwork. ·       Maintain up-to-date personnel records and track required credentials or licenses. Client Scheduling & Intake Coordination: ·       Manage and oversee the necessary information for new clients as well as scheduling, ensuring timely appointments, and efficient clinician caseloads. ·       Serve as a liaison between administrative staff, clinicians, and clients to resolve scheduling issues, billing questions, and maintain client satisfaction. ·       Ensure new clients are onboarded smoothly with proper documentation and assigned clinicians. Training & Orientation: ·       Support Clinic Leadership with our orientation program for new hires to ensure understanding of clinic policies and procedures. ·       Schedule ongoing training sessions, including compliance training, EHR (Valant) use, and customer service. ·       Track staff participation in required trainings and certifications. Administrative Leadership: ·       Oversee reception while providing overall guidance and support to all employees. ·       Prepare and analyze operational reports, including productivity and scheduling metrics. ·       Collaborate with leadership on strategic initiatives to enhance clinic performance and patient satisfaction.   Qualifications: ·       Bachelor’s degree in Healthcare Administration, Business, Psychology, or related field (Master’s preferred). ·       3+ years of experience in a healthcare or mental health clinic operations role. ·       Strong understanding of outpatient clinical workflows and HIPAA compliance. ·       Excellent communication, organizational, and leadership skills. ·       Proficiency in EHR systems and Microsoft Office Suite. ·       Ability to work both independently and collaboratively in a fast-paced environment.   Preferred Qualifications: ·       Experience in behavioral or mental health settings. ·       Bilingual (Spanish/Portuguese) is a plus. ·       Familiarity with scheduling software and electronic health record systems.     To Apply: Please submit a cover letter, an up-to-date resume, and the names and contact information of two to three professional references. In your cover letter, be sure to include the name of a productivity tool, system, or habit you can’t live without and briefly explain why it’s essential to your work or life.