Operations Manager -Speak Mandarin or Cantonese and English

CORE DOMAIN 1: DAILY OPERATIONS MANAGEMENT

• Own the daily operational rhythm across both Monterey Park and Rowland Heights locations
• Manage patient flow, scheduling optimization, and front desk efficiency
• Ensure consistent patient experience standards across both sites
• Coordinate daily operations with the Remote Team Manager to align on-site and remote workflows
• Handle facility management, supply ordering, and vendor coordination for both locations
• Serve as the primary operational point of contact for providers, removing administrative burden from physicians
• Manage escalations and resolve operational issues in real-time
• Implement and maintain daily checklists, opening/closing procedures, and quality controls

CORE DOMAIN 2: STAFF MANAGEMENT & DEVELOPMENT

• Directly manage 4-5 front office staff across both locations (medical assistants, front desk, IT support)
• Conduct hiring, onboarding, performance reviews, and corrective actions for front office team
• Coordinate with Remote Team Manager on cross-functional workflows (documentation, billing, insurance verification)
• Build a culture of accountability, professionalism, and continuous improvement
• Schedule staff across both locations to ensure adequate coverage during all operating hours
• Identify training needs and implement development plans for team members
• Serve as a bridge between on-site staff and the remote team, fostering cohesion and mutual respect

CORE DOMAIN 3: SOP ENFORCEMENT & PROCESS STANDARDIZATION

• Enforce existing Standard Operating Procedures across all clinical and administrative workflows
• Identify process gaps and draft new SOPs as operations evolve
• Ensure front office staff follow documented procedures for:
• Patient check-in and scheduling
• Check and mail handling
• ACH payment approvals and deposit reconciliation
• Insurance verification and referral management
• Patient communication protocols
• Conduct periodic SOP audits to verify compliance and identify drift
• Collaborate with the billing team and Remote Team Manager to align SOPs across on-site and remote operations
• Maintain a living SOP library and ensure all team members have current access

CORE DOMAIN 4: BILLING PERFORMANCE OVERSIGHT

• Monitor key billing metrics and flag performance issues to leadership:
• Clean claim rate (target: >95%)
• Days in AR (target: <45 days)
• Denial rate (target: <8%)
• Collection rate (target: 95%+)
• AR aging distribution (target: <15% over 90 days)
• Coordinate with billing leads (remote team) on claim resubmissions, denial management, and appeals
• Ensure front office processes support clean claims (accurate patient demographics, insurance verification, copay collection)
• Review and act on weekly billing reports
• Support implementation of billing rules and automation within the EHR system
• Work with the Remote Team Manager to address billing backlogs and cross-training initiatives

CORE DOMAIN 5: TECHNOLOGY & SYSTEMS MANAGEMENT

• Serve as the internal operational owner for core technology platforms:
• Elation (primary EHR and billing system)
• Monday.com (project and task management)
• QuickBooks (accounting and financial reporting)
• Ensure staff are trained on and consistently using technology systems as designed
• Coordinate with IT support on system issues, user access, and platform updates
• Drive adoption of automation features (ERA auto-import, claim defaults, billing rules)
• Maintain task boards and project tracking in Monday.com with >90% completion targets
• Identify opportunities to reduce manual work through technology optimization

CORE DOMAIN 6: VENDOR MANAGEMENT & COMPLIANCE

• Manage relationships with external vendors (medical supplies, equipment, facility services, IT)
• Negotiate vendor contracts and monitor service level agreements
• Ensure HIPAA compliance across all operational workflows, including:
• Physical safeguards (facility access, workstation security)
• Administrative safeguards (staff training, access controls)
• Documentation and record retention
• Coordinate with credentialing vendors to maintain provider enrollment and payer contracts
• Manage insurance payer relationships and escalations as needed
• Ensure compliance with state and federal healthcare regulations applicable to clinic operations

REQUIRED QUALIFICATIONS

• 5+ years of operations management experience in a healthcare or medical clinic setting
• Demonstrated experience managing front office staff in a multi-location environment
• Strong understanding of medical billing workflows, RCM fundamentals, and insurance payer processes
• Experience with EHR systems (Elation experience strongly preferred)
• Proficiency in project management tools (Monday.com, Asana, or equivalent)
• Experience developing and enforcing SOPs in a clinical environment
• Strong written and verbal communication skills
• Ability to work on-site across both locations as needed

PREFERRED QUALIFICATIONS

• Mandarin or Cantonese fluency (strongly preferred)
• Experience coordinating with remote teams across time zones
• Familiarity with QuickBooks or similar healthcare financial platforms
• Experience in practices serving Medicare and HMO populations
• Knowledge of HIPAA compliance requirements and healthcare credentialing
• Experience with practice growth and scaling operations

Pay: $90,000.00 - $115,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off

Work Location: In person