Patient Experience & Neuromodulation Manager

Position Summary

The Patient Experience & Neuromodulation Manager serves as the on-site operational leader for our Pacific Palisades psychiatry and neuromodulation practice. This role combines clinical Medical Assistant responsibilties with leadership of daily clinic operations, coordination of advanced neuromodulation services, and oversight of the patient experience from first inquiry through completion of treatment.

Unlike a traditional clinic manager, this position is expected to personally deliver exceptional patient care while also overseeing front-office operations, supporting physicians & clinicians, coordinating remote administrative team members, and ensuring the clinic consistently provides high-touch, hospitality-focused experience.

This individual functions as the primary on-site leader and works collaboratively with physicians, executive leadership and remote support staff to maintain operational excellence.

Leadership & Operational Responsibilities:

In addition to Medical Assistant and TMS responsibilities, this position will:

• Lead day-to-day operations of the Pacific Palisades office
• Supervise and coordinate daily workflows involving on-site staff and remote administrative support personnel
• Serve as the primary point of contact for operational issues requiring on-site decision making
• Coordinate schedules for physicians, TMS treatments, Spravato appointments, consultations and follow-up care
• Ensure timely completion of operational tasks by remote assistants and escalate issues when necessary
• Assist with onboarding and training of future clinical and administrative team members
• Develop and maintain standard operating procedures
• Monitor inventory, supplies, medications (within scope), equipment maintenance, and vendor coordination.
• Coordinate with referring physicians, therapists, clinicians, pharmacies, laboratories, and outside healthcare professionals.
• Maintain a professional, organized, and welcoming clinical environment
• Assist leadership with implementation of new services, technologies, and operational improvements
• Participate in quality assurance initiatives and regulatory compliance activities.
• Help prepare for inspectors, audits, and accreditation activities when applicable
• Support physician and clinician effeciency by anticipating operational needs and proactively resolving issues
• Maintain discretion when interacting with patients who may include executives, public figures, physicians, attorneys, entrepreneurs, and other individuals who expect privacy

Community & Referral Development:

• Develop and maintain positive professional relationships with referring physicians, therapists, psychologists, primary care clinicians, addiction specialists and other healthcare professionals.
• Coordinate physician outreach visits and introduction meetings as directed
• Maintain an organized referral database and assist with referral follow-up
• Ensure referring offices receive requested educational materials and updates

Patient Experience & Reputation:

• Help create an exceptional patient experience that encourages patient satisfaction & retention
• Identify opportunities to improve the patient journey from first inquiry through completion of the treatment
• Assist with patient feedback initiatives and satisfaction surveys
• Encourage appropriate online reviews in accordance with company policies and applicable regualtions
• Promptly communicate patient concers or service recovery opportunities to leadership
• Coordinate VIP appointments when appropriate
• Help maintain overall appearance and hospitality standards of the clinic
• Monitor waiting room presentation, refreshments, and patient amenities

Practice Visibility:

• Represent the practice professionally at events, networking functions, educational seminars and other activities assigned.
• Assist with planning and coordinating patient education events and open houses
• Support physician lectures and presentations
• Coordinate with the marketing and social media team regarding clinic updates, new services, and keeping online presence accurate and up-to-date

Ideal Candidate:

We're looking for someone who naturally thinks like an owner.

The ideal candidate notices details before others do, anticipates problems before they arise, and takes pride in creating an exceptional experience for every patient. They are equally comfortable providing direct patient care, communicating with physicians/clinicians, coordinating remote team members, and ensuring the clinic operations run smoothely without constant supervision.

They understand they are serving as an ambassador for the practice by cultivating lasting relationships with those they come in contact with through this position, delivering a welcoming, discreet and professional experience that reflects the values of the clinic. They value consistency, professionalism, discretion, responsiveness, and attention to detail.

Job Responsibilities:

• EHR documentation of patient encounters/visits
• Scheduling follow-up and initial appointments
• Sending reminders for appointments
• Providing support to Psychiatrists, Nurse Practitioners and Therapists
• Providing TMS treatment under supervision of the Psychiatrist (after training is complete)
• Assisting in Spravato appointments
• Taking vitals, recording vitals, documenting symptoms, record keeping, uploading documents, tending to faxes, returning emails.
• On the job training for new skills
• Work shifts can be scheduled at with advance notice: San Juan Capistrano Location

Job Type: Full-time

Pay: $75,000.00 - $80,000.00 per year

Benefits:

• Paid time off

Application Question(s):

• Available to work Saturdays?
• Are you willing to drive to the San Juan Capistrano Location as back-up with advance notice when needed/requested?

Education:

• High school or equivalent (Preferred)

Experience:

• TMS: 1 year (Preferred)
• Typing: 1 year (Preferred)
• Medical terminology: 1 year (Preferred)

Ability to Commute:

• Pacific Palisades, CA 90272 (Preferred)

Willingness to travel:

• 25% (Preferred)

Work Location: In person

Salary : $75,000 - $80,000