Job Description

Job Description

Job Description

Description:

Reports to: Clinic Director / COO

Department: Clinic Operations & Patient Experience

Location: PT Now Kendall

Role Description & Mission

The Office Manager ensures the smooth, compliant, and efficient daily operation of PT Now clinics. This role embodies Purpose-Driven Leadership and Bold Accountability by managing staff, overseeing compliance requirements, and ensuring administrative and operational excellence.

The Office Manager champions growth, profit, and culture — driving clinic performance while building a team environment that reflects PT Now's values.

The mission of this role is to:

• Provide leadership and structure so the clinic team consistently delivers on PT Now's mission: to provide high-quality, accessible rehabilitation services that transform lives.
• Champion clinic growth by supporting patient acquisition, retention, and referral development.
• Drive profitability through operational efficiency, billing accuracy, and resource management.
• Build and sustain a values-driven culture where staff are engaged, accountable, and aligned with PT Now's Core Values.
• Maintain compliance with all regulations, licenses, and internal standards.
• Support financial integrity by ensuring accuracy in billing, payroll reporting, and patient documentation.
• Lead staff in alignment with PT Now's Core Values: Purpose-Driven Leadership, Relentless Integrity, Service Before Self, Bold Accountability, Urgency with Impact.

Key Performance Indicators (KPIs)

1. Compliance Accuracy: 100% of licenses, employee files, and documentation current.
2. Patient Chart Audit Accuracy: = 95% compliance in demographic and documentation audits.
3. Staff Performance: 100% of employees complete annual reviews on time.
4. Operational Efficiency: Weekly and monthly reports submitted 100% on time.
5. Facility & Equipment Compliance: All logs updated with zero missed maintenance deadlines.
6. Patient Experience: = 4.8/5 average satisfaction rating for overall clinic experience.
7. Clinic Growth Metrics: Patient volume, new patient acquisition, and referral source development.
8. Profitability Indicators: Billing accuracy, collections rate, and operational cost management.
9. Culture & Engagement: Staff retention rate and team engagement scores.

Scope of Work

Leadership & Staff Management

• Supervise front desk staff and oversee daily office flow.
• Verify and report payroll hours to accounting.
• Conduct weekly staff meetings and biweekly provider hours reporting to corporate HR.
• Attend Company Trainings, Meetings and Events.
• Manage time-off requests, vacation coverage, and staffing needs.
• Issue write-ups and handle patient complaints professionally.
• Ensure staff are on time, in uniform, and upholding PT Now standards.
• Foster a culture of accountability, recognition, and team excellence.
• Coach and develop Patient Care Coordinators to drive patient engagement and show rates.

Compliance Oversight

• Maintain compliance with HIPAA, AHCA, and all local/state requirements.
• Ensure all employee files are complete and current (applications, ID, background checks, fingerprints, etc.).
• Keep Policies & Procedures manual updated and accessible.
• Track employee annual reviews.
• Ensure all licenses are valid, posted, and filed correctly.

Financial & Administrative

• Verify billing review logs signed by Medical Director and returned.
• Confirm billing is submitted timely/current.
• Submit monthly and weekly reports to leadership.
• Monitor clinic financial performance and identify opportunities to improve profitability.
• Track and report on key growth and revenue metrics.

Patient Documentation & Audits

• Audit charts for complete documentation and accurate billing.
• Ensure insurance eligibility is on file and accurate.
• Support billing integrity through documentation quality control.

Facility & Equipment Management

• Oversee maintenance agreements and ensure equipment is calibrated and cleaned.
• Maintain updated logs for all equipment and facility systems.

Patient & Clinic Experience

• Support a world-class patient experience by ensuring operational smoothness.
• Keep office clean, organized, and professional at all times.
• Champion initiatives that improve patient satisfaction, retention, and referrals.

Growth, Profit & Culture Champion

• Drive growth by supporting marketing initiatives, referral development, and new patient onboarding excellence.
• Protect profit through operational efficiency, accurate billing, and smart resource management.
• Build culture by modeling PT Now's Core Values, celebrating team wins, and creating an environment where staff thrive.

Requirements:

Skills & Competencies

• Leadership: Ability to manage, coach, and hold staff accountable.
• Organization: Skilled at balancing multiple tasks, deadlines, and compliance requirements.
• Communication: Clear, professional communication with staff, patients, and leadership.
• Compliance Knowledge : HIPAA, AHCA, licensing, and medical records requirements.
• Technical Proficiency: EMR software (IKON), Microsoft Office, scheduling systems.
• Problem-Solving: Proactive in identifying and correcting issues in operations or compliance.
• Business Acumen: Understanding of clinic metrics, profitability drivers, and growth strategies.
• Alignment with Core Values in all actions.

Ideal DISC Profile

High S / High C with Moderate D:

• High S: Steady, reliable leadership presence for staff.
• High C: Accuracy and detail focus for compliance and reporting.
• Moderate D: Confidence to enforce accountability and resolve conflicts.

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