Senior Office Manager; Healthcare Operations -Phoenix Westgate

Position: Senior Office Manager (Healthcare Operations) -Phoenix Westgate 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

• 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.
• 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.
• 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.
• 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.
• 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.
• 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 — 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

• 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

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