Senior Office Manager (Healthcare Operations) -Gilbert

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