Regional Clinic Operations Manager

Welcome to Brightline! We are searching for a Clinic Operations Manager who will be a key leader to build and lead our inaugural location in the greater New York City market (near Long Island- Nassau County with travel to Brooklyn and Manhattan locations) and the first of many “brick and mortar” clinic launches in the coming years. This is an in person role that requires regular travel between 3 or more New York locations.

Responsibilities:

This is a full-time, in-person position where you’ll be supporting both in-person and virtual-only clinicians, and our clinic will open from Monday to Saturday, so you’ll have flexibility to tailor a five-day work week that will include Saturday workdays at least twice a month.

• Office (Clinic) Administration

  • Drive Brightline’s culture including but not limited to providing exceptional people and team management to direct reports, coordinating events, engagement activities, celebrations and recognitions

  • Manage the office operations, including managing vendors, maintenance and troubleshooting issues that may arise

  • Serve as the primary leader of customer (patient) service needs, including but not limited to scheduling and rescheduling, resolving of copays and receivables, managing equipment/office supply inventory and operational expenses, and ensuring the clinic look-and-feel is always an optimal environment for members and clinicians

  • This is our first few “brick and mortar” locations, and in partnership with centralized support resources, you will get to set up the clinics from scratch with tasks including but not limited to setting up technology, necessary office supplies, workflows and reporting systems, as well as building, leading and developing our administrative staff across multiple clinic locations

  • Serve as a primary point of contact for emergency evacuations, utility companies, landlord and property management, and local vendors

  • Organize and deliver training as it relates to customer service standards, operational processes, and/or new systems and tools

• Clinician Support

  • Become an expert with our internal platforms (e.g. EHR, scheduling tool, CRM) and remove bottlenecks that get in the way of member care

  • Active participant in discussions to drive optimal productivity: support development of scheduling template, ensure prospective members get admitted in a timely fashion, and partner with all clinicians to ensure members’ treatment compliance

• KPI Accountability

  • You own clinic Earnings Before Interest, Taxes, Depreciation, and Amortization (EBITDA) through being a strong influencer with clinician productivity and full ownership around operational expenses

  • You own member and clinician satisfaction

Requirements:

We’re looking for individuals that embrace a startup environment and have experience as an administrator/operator/office manager who is passionate about upholding world-class customer (member) service and patient care, supporting clinicians with administrative needs, and ensuring the clinic and staff represent the vision and mission of the organization.

• Bachelor’s degree in Healthcare Administration, Business, or equivalent required

• 5-7+ years of experience in leading operations or managing a healthcare office; mental health experience not necessary but preferred

• Previous experience with setting up new clinics and building and leading teams, processes, and customer service standards from the beginning all with an emphasis around attention to detail strongly preferred

• Strong communication skills are a must, self starter / entrepreneurial spirit, culture driver / ability to motivate the team

• Previous experience leading, training, development and elevating front-line administrative staff including relationship building and trust development, specifically where direct reports are spread across multiple sites and locations.

• Knowledge of local, state, and federal regulations related to the location of the clinic.

• Strong analytical skills in making data-driven decisions and quickly understanding dashboards and other business intelligence tools. As well as a strong financial acumen relating to staff and clinic efficiency metrics.

• Ability to influence cross-functionally and be an effective thought partner for peers and centralized support leaders

• Quick thinking and ability to problem solve in a fast past, tech heavy environment; highly responsive, communicative, and punctual.

We offer several benefits, perks, and stipends:

• Medical, Dental, Vision, Long-Term Disability, Life Insurance, Flexible Spending Account, and 401k

• 12 Company Holidays + Floating Holidays, Holiday Shutdown, Flexible Time Off, Parental Leave

• Health and Wellness Stipend, Home Office Reimbursement and Professional Development Reimbursement

• Stock Options

At Brightline we have built a total rewards philosophy that includes fair, equitable, competitive, geo-based compensation that is performance and potential based. Our strategy is based on robust market research, including external advisory specializing in national compensation, and thoughtful input from every level of our organization. It is a combination of a cash salary, equity, benefits, wellbeing, and opportunity. In compliance with the Equal Pay for Equal Work Act, the annual base salary range for applicants is $90,000-$125,000.

Our Commitment to Building a Diverse, Equitable, and Inclusive Workforce

At Brightline, we believe that Diversity, Equity, Inclusion, and Belonging are essential to the foundation upon which our mission is built. We are committed to:

• building a future where all families can access inclusive, high-quality care

• creating an environment that encourages our employees to show up authentically, reach their highest potential, and have an equal opportunity to thrive

• systematically evaluating and improving our inherent beliefs, observed behaviors, structures, and systems

• ensuring that every employee, candidate, client, and family we serve is valued and respected

About Brightline

Brightline is a therapy and psychiatry practice that delivers expert pediatric, teen, and parental mental health care to families and kids up to age 18. Brightline’s virtual and in-person outpatient services include diagnostic evaluation, therapy, psychiatry services (e.g. medication management), and psychological testing (to assess learning differences, school readiness, executive functioning difficulties [e.g. ADHD], and autism). In addition to Brightline’s generalized support, we offer focused programs including those that support anxiety, obsessive compulsive disorders, ADHD, and disruptive behaviors. Founded in 2019, Brightline has delivered care to tens of thousands of families with industry-leading results. We’ve been nationally recognized for clinical excellence and innovation for several years — recent awards include the Fast Company 50 Most Innovative Companies (2022) and Behavioral Health Business Companies to Watch Award (2024). Brightline is based in Palo Alto and is backed by investors including Boston Children’s Hospital, Northwell Health, Blue Cross Blue Shield of Massachusetts, Google Ventures, KKR, and Oak HC/FT.