Job Description
About MindRx MindRx Group is a fast-scaling, telehealth-primary psychiatric practice licensed in Oregon and Washington, with active plans to expand into additional states. We deliver evidence-based psychiatric care through a growing team of nurse practitioners serving a commercially insured population. We're serious about doing growth right — which means building a solid operational foundation before layering on scale. The Practice Manager is the architect of that foundation. The Role This is a senior operational leadership role reporting directly to the CEO. The CEO sets vision; you own execution. Your mandate is clear: stabilize what exists, systematize what works, scale what's ready — in that order. You'll think like an owner, operate with minimal oversight, surface problems early, and bring solutions. Every patient, provider, staff member, and referral partner should feel genuinely well-served at every touchpoint. That standard is yours to set and model. What You'll Own Operations & SOPs. Audit existing operations in your first 30 days. Build and maintain SOPs across every operational domain. Create consistency so every process works the same way every time, regardless of who's executing it. Patient Operations & Scheduling. Own all patient-facing communication (phones, email, Spruce) with same-business-day response. Oversee reminders, follow-ups, new patient outreach, no-show recovery, and waitlist management. Drive provider schedule utilization to 90%+ per provider. Manage ZocDoc, Psychology Today, and referral platform listings. Provider Compliance & Performance. Maintain a master compliance tracker for every provider — CE, license renewals, DEA, malpractice, CAQH — across all active and future states. Zero lapses is the standard. Monitor provider metrics (utilization, documentation timeliness, note closure, retention) and flag concerns with data. Own end-to-end payer credentialing for new providers. Staff Management & HR. Directly supervise admin staff: 1:1s, performance management, documentation. Own onboarding, offboarding, PTO, PIPs, and the employee handbook. Partner with the CEO on NP performance. Lead daily admin check-ins and monthly provider meetings — agenda, facilitation, notes, follow-up. Billing & Reporting. Drive patient balance collection (90%+ within 60 days). Partner with the RCM team on collections, denials, and audit readiness. Track billing KPIs by provider. Deliver accurate EOD and monthly reports — on time, every time. Compliance & Risk. HIPAA, telehealth regulations, OIG screening, payer audit readiness, OSHA, BAAs, incident response. You keep us audit-ready, always. Community & Referral Development. Build active referral relationships with PCPs, therapists, schools, and hospitals. Represent MindRx at networking events and community meetings. Track referral source data and build pipelines from the ground up in new state markets. Customer Service — Internal & External. Set and model the standard. Patients feel heard from first inquiry through ongoing care. Providers are administratively unburdened. Staff are clear on expectations and equipped to meet them. Complaints are resolved with urgency and professionalism. Required 5+ years in practice management or healthcare operations leadership — telehealth or behavioral health strongly preferred Proven track record auditing, building, and improving operational systems (not just maintaining them) Experience owning provider scheduling and maintaining full, profitable caseloads Multi-state provider credentialing, CE tracking, and licensing compliance experience Direct staff management including performance documentation Working knowledge of HIPAA, telehealth regulations, and healthcare compliance Strong grasp of medical billing, revenue cycle, and commercial insurance Experience building community referral relationships Proficiency with ZocDoc, Spruce, IntakeQ/PracticeQ (or equivalents), Google Suite, and Excel Excellent written and verbal communication — professional, precise, paper-trail ready The Intangibles We're Actually Hiring For You execute without being managed and don't need to be asked twice You have genuine urgency — things don't sit, slide, or pile up on your watch You're a systems thinker who fixes the process, not just the problem You hold people accountable with professionalism, not punishment You're charismatic and easy to work with — people genuinely enjoy working with you You're fluent with AI tools and a