Office Manager

Job Title:  Office Manager – Southeast Pain & Spine Care Ballantyne

Location:  9336 Blakeney Centre Drive Suite 100B Charlotte, NC 28277

Status: Full-time/Exempt

Department: South East Pain and Spine

Reports to: Dr. Khan

Job Supervisory Responsibilities: Yes

Schedule: Monday-Friday 8:30 am-4pm

Position Summary

The Office Manager will be responsible for the overall operations and development of the Ballantyne location with Southeast Pain & Spine Care (SEPSC) in greater Charlotte, North Carolina. In this important role, the Office Manager will serve as an information resource and liaison for patients, the general public, physicians, and staff to ensure the success of the practice.  Partner closely with the physician to ensure the practice operates efficiently, proactively, and in accordance with established expectations and standards. 

This is a hands-on, onsite position requiring strong communication and relationship-building skills, sound judgment, financial and operational acumen, and the ability to effectively manage competing priorities in fast-paced clinic environments. The Office Manager is expected to build support provider and staff needs, drive operational efficiency, and contribute to the overall success and growth of ECPC’s assigned sites.

Serve as the physicians trusted day-to-day operational and administrative partner while maintaining appropriate authority and accountability as an ECPC-employed Office Manager.  Serve as the operational leader of the practice, with responsibility for staff management, clinic operations, administrative coordination, facilities, expenses, credentialing, and corporate resource coordination.  Anticipate needs, identify problems before they escalate, coordinate appropriate solutions, and take ownership through resolution.

Duties and Responsibilities:

        Serve as the direct supervisor and operational leader for all office staff, with authority and accountability for the day-to-day operation of the practice.

        Manage staffing, scheduling, coverage, employee performance, accountability, and overall staff productivity.

        Oversee daily clinical and administrative workflow to ensure efficient patient flow and a high-quality patient experience.

        Lead employee onboarding, training, and integration of new staff members.

        Address patient concerns and operational issues promptly and professionally.

        Help organize marketing physician referral connections, lunches, events, and other clinic growth events.

        Establish clear expectations for staff and ensure operational concerns and day-to-day management are appropriately directed through the Practice Manager.

        Identify operational problems proactively, develop solutions, and take ownership of ensuring issues are resolved.

        Work closely with the physicians and practice leadership to implement the overall direction, priorities, and expectations for the practice.

        Coordinate and maintain physician schedules, including clinic, OR/procedure days, meetings

        Serve as the local point person and primary liaison between the practice and ECAA shared services, including HR, referral coordination, authorization teams, EMR support, credentialing, and other corporate resources.

        Help identify staffing needs and communicate recruitment priorities to corporate recruiting leadership and site physicians. Assist with candidate interviews and other recruitment activities as assigned.

        Partner with ECAA Human Resources  regarding employee relations, onboarding, policies, performance concerns, and other personnel matters.

        Partner with ECAA Credentialing to monitor provider credentialing, privileging, enrollment, and facility requirements.

        Develop and manage an operating expense budget, monitor expenses, identify opportunities to reduce costs, improve efficiency, and optimize the use of resources.

        Evaluate purchasing, vendor relationships, supplies, and operational processes for opportunities to improve value and efficiency.

        Serve as the primary point of contact for the physical clinical property and all day-to-day building-related matters.

        Manage relationships and communication with the landlord, building management, and local vendors. Including coordinating maintenance, repairs, service calls, and other facility needs.

        Ensure the practice remains clean, safe, functional, and appropriately maintained.

        Maintain delegated access to physician work email accounts to assist with day-to-day communication management.

        Triage incoming messages, prioritize requests, and identify items requiring physician attention.

        Build a culture of accountability, professionalism, teamwork, and operational excellence.

        Balance the needs of the physicians, staff, patients, and ECAA while maintaining clear ownership of practice operations.

Job Requirements

        A minimum of 3 years previous healthcare experience, bachelor’s degree preferred. Applicants with an MA background that have moved up in a clinical setting to include administrative and leadership experience encouraged to apply.

        Ability to take ownership of front and back office operations and operate as the point of contact for non- physician related issues.

        Previous experience operating as a healthcare manager or office team lead with supervisory experience, preferably in pain management.

        Strong financial and operational aptitude, with problem-solving capabilities and a solutions-oriented approach to addressing complex challenges.

        Maintains the high of confidentiality and integrity, demonstrates initiative, and fosters positive, collaborative relationships across all levels of the organization.

        Proven project management and time management skills, with attention to detail and a consistent track record of meeting deadlines and delivering results.

        Demonstrates exceptional interpersonal and communication skills, professionalism, and the ability to represent the organization positively when interacting with staff, physicians, mid-level providers, clinical and non-clinical personnel, patients, the public, and vendors, including in high-pressure situations.

Work Environment:

        Work performed in an office environment.

        Involves frequent contact with patients, physicians, and medical office staff.

        Work may be stressful at times.

        Requires long periods of standing and walking.

        Physical activity can be irregular and fast-paced routinely.

        Must be able to lift 20 pounds with no assistance.

Benefits:

        401(k)

        401(k) matching

        Dental insurance

        Disability insurance

        Flexible spending account

        Health insurance

        Health savings account

        Life insurance

        On-the-job training

        Paid time off

        Retirement plan

        Vision insurance

ECAA is an equal opportunity employer and does not discriminate against any applicant or employee on the basis of age, race, color, religion, sex, national origin, genetic information, disability, or other legally protected status.  This policy extends to all terms, conditions, and privileges of employment, as well as the use of the Company's facilities and participation in all activities sponsored by the Company.

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