Senior Office Manager (Healthcare Operations) Phoenix Westgate Job at Therapy Tree, Phoenix, AZ

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  • Therapy Tree
  • Phoenix, AZ

Job Description

Job Description

Job Description

About Therapy Tree

Therapy Tree is a fast-growing, multi-location pediatric therapy company providing speech, occupational, and physical therapy services across Arizona. We serve thousands of families each month and operate high-volume clinics with 148+ therapists and seven locations. We are scaling into a platform organization with best-in-class systems, outcomes, and patient experience.
We are looking for Senior-level Office Managers who can take full ownership of clinic operations, team performance, and workflow execution.

Position Summary

The Senior Office Manager is responsible for running a busy outpatient therapy clinic like a business unit — ensuring smooth operations, high staff performance, and achievement of key metrics including utilization, scheduling efficiency, therapist productivity, and patient experience.

This is not an entry-level role. Candidates must have demonstrated experience managing teams, hitting numbers, resolving problems independently, and leading a clinic without daily oversight. The Senior Office Manager must be confident, emotionally steady, data-driven, solutions-oriented, and comfortable holding others accountable.

Key Responsibilities

1. Operational Leadership
  • Oversee daily operations of a high-volume pediatric therapy clinic (150–200 patients/day).
  • Ensure standard operating procedures are followed 100% of the time.
  • Maintain smooth clinic flow, staffing coverage, and real-time problem-solving.
  • Identify operational gaps and implement corrective action quickly and independently.
2. Staff Leadership & Accountability
  • Directly supervise front desk staff and clinic assistants.
  • Partner with the Clinical Director to ensure therapists meet productivity and scheduling expectations.
  • Hold team members accountable to performance standards with consistency and professionalism.
  • Conduct coaching, performance improvement plans, and corrective actions when needed.
  • Promote a healthy, stable work culture with low drama and strong communication norms.
3. Metrics Ownership & Reporting
  • Own weekly clinic numbers:
    • Billable hours
    • No-show/cancellation rates
    • Schedule utilization
    • Patient flow and throughput
    • Therapist productivity targets
  • Monitor dashboards and take proactive action to correct trends.
  • Provide accurate, timely data and ensure the clinic hits monthly operational targets.

4. Scheduling & Capacity Management

  • Ensure therapist schedules are filled to targeted levels and optimized daily.
  • Manage waitlists, cancellations, and capacity forecasting.
  • Collaborate with Recruiting, Scheduling, and Home Office teams to maintain staffing and appointment availability.
5. Patient Experience & Communication
  • Ensure families receive exceptional customer service, clear communication, and timely follow-up.
  • Resolve escalated patient concerns with maturity and professionalism.
  • Maintain a welcoming, organized clinic environment.
6. Administrative & Technical Skills
  • Use Microsoft Excel or Google Sheets proficiently (filters, pivot tables, VLOOKUPs, basic formulas).
  • Manage clinic documentation accuracy.
  • Ensure completion of daily/weekly checklists, logs, and compliance tasks.
  • Use EMR and scheduling systems independently and accurately.

     
Required Qualifications
  • 4–7+ years of leadership experience in healthcare, education, hospitality, or similar operational environments.
  • Proven ability to lead teams, enforce standards, and drive results.
  • Strong math and analytical skills — must be comfortable working with metrics and spreadsheets.
  • Exceptional communication skills — clear, concise, direct, and professional.
  • Ability to operate independently, make decisions, and anticipate needs without micromanagement.
  • High emotional intelligence with the ability to receive and give feedback constructively.
  • Experience managing staff performance and handling difficult conversations.
  • Strong time-management, prioritization, and organizational skills.

     
Preferred Qualifications
  • Experience in pediatric therapy, medical offices, or multi-provider clinics.
  • Experience overseeing 15–40 employees or multiple departments.
  • Experience with project management or operations improvement initiatives.
  • Comfortable working in a fast-paced, high-growth environment.

     
Success Criteria (What “Outstanding” Looks Like)
  • The clinic consistently hits or exceeds billable hour and productivity goals.
  • Daily operations run smoothly with no need for CEO micromanagement.
  • Front desk and support staff deliver high-quality work with accountability.
  • Therapists feel supported, not burned out, and schedules remain full.
  • Problems are identified early and solved without escalation.
  • Communication is proactive, timely, accurate, and consistent.
  • The Senior Office Manager becomes a trusted operational leader at Therapy Tree.
Company Culture Expectations

We value leaders who are:

  • Direct but kind
  • Accountable and consistent
  • Calm under pressure
  • Driven by data and outcomes
  • Solutions-oriented
  • Not overly sensitive or resistant to accountability
  • Capable of handling a high-performance environment

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Job Tags

Work at office, Home office,

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