Practice Director

Kindbody’s mission is to make fertility and family-building care affordable and accessible for all.

Founded in 2018, Kindbody has been recognized for technology innovation and industry leadership, Kindbody has been named to CNBC Disruptor 50, Fast Company’s Brands that Matter, Forbes Best Startup Employers, Inc.’s Best In Business list of most admired companies, as well as Deloitte Technology Fast 500™, which recognizes the fastest growing and most innovative technology companies in North America.

Kindbody is the leading U.S. fertility clinic network and global family-building benefits provider for employers on a mission to make fertility care more affordable and accessible for all. Kindbody serves patients at 26 state-of-the-art signature clinics and IVF labs, 400+ partner clinics, and in 113 countries around the world. Trusted by more than 140 employers, Kindbody’s physician-led model covers the full-spectrum of reproductive healthcare including fertility assessments, fertility preservation, genetic testing, IVF, donor and surrogacy services, adoption, postpartum care, and menopause support. Kindbody is the only fertility benefits provider that serves patients directly, delivering a seamless, integrated experience with superior health outcomes at lower cost. Kindbody has raised more than $315 million in debt and equity funding from leading investors including Perceptive Advisors, JP Morgan Chase’s Morgan Health, GV, RRE Ventures, Claritas Health Ventures, Rock Springs Capital, Distributed Ventures, Whatif Ventures and TQ Ventures.

About the Role

As an experienced Practice Director, you will be working in a fast-paced, rapidly growing environment where you will be relied on for your expertise, professionalism, and collaboration. This role provides strategic and operational leadership for the clinic, with full accountability for P&L, staffing strategy, patient experience, facilities and cross‑functional collaboration. This role is a full-time position and is based out of ourRogers Clinic.

Responsibilities

Manage practice operations team members and clinical leadership and ensure they are meeting their day-to-day responsibilities

Track KPIs and deliverables

Provide ongoing coaching, performance feedback, and development

Coordinate team meetings and oversee takeaways

Timecard Management

Serve as the liaison between team members and the physicians and lab team

Perform hiring procedures for all clinic staff , including placing requisition requests, participating in interviews and making hiring decisions

Oversee the onboarding program for the team members. The onboarding role involves but is not limited to, executing training materials, training in all SOPs, training on the process for the documentation, shadowing/coaching, and proficiency testing and sign-offs

Responsible for managing all internal staff escalations in collaboration with the Operations leadership and the People team

Work with Operations leadership to address all patient questions, complaints, and feedback within 24-48 hours by collaborating with the clinical, operations, and laboratory teams.

Work with the Operations leadership team and Finance team to ensure overhead and cost of goods and services are in line with budget and continue to push for budget improvement

Approve and ensure all purchase orders are in line with budget

Oversee clinic inventory

Execute patient conversion lists for specific markets by holding regular meetings with appropriate clinic staff to ensure coordination is being handled and patients are moving into treatment timely

Review the Anticipated List for specific market for accurate forecasting

Coordinate clinic staff schedules and time off to ensure there is appropriate in-office support, cross-team collaboration, patient recovery support, and 24/7 customer support by team members

Manage the schedule of per-diem and temp employees, if applicable

Arrange out-of-market coverage as necessary

Manage procedural scheduling for all OR cases and procedures (hysteroscopies, egg retrievals, embryo transfers, and IUIs) and ensure the appropriate teams, including the external anesthesia team, are aware of and available for cases.

Scrub clinic schedule daily to ensure appropriate access is available and patients are scheduled correctly

Troubleshoot scheduling issues and make changes to the patient portal & provider templates as needed

Address customer billing & insurance questions including, but not limited to accepting payments, refunds processing, and insurance claims submissions in collaboration with the RCM/Finance teams

Ensure all copays, patient responsibilities, and self-pay or outstanding balances are collected at the time of check-in

Report KPIs weekly in an effort to forecast company revenue accurately

Partner with Marketing on local initiatives and growth opportunities

Own Net Promoter Score (NPS) and online reviews

Manage clinic P&L in alignment with company goals and objectives and maintain visibility into cost drivers and revenue levers

Maintain overall accountability for clinic compliance, including incident reporting, inspections, business licenses, occupational safety and training completion

Oversee facilities and maintenance, including emergency preparedness in partnership with the corporate facilities team

Manage annual retraining of SOPs as necessary

Establishes a compassionate environment by providing emotional and psychological support to patients and patient's families

Works independently to assure the program goals are achieved

Support and promote excellence in customer service

Provide feedback to HQ on process improvement and job specifications to help gain efficiencies in your day to day

Who You Are

3+ years of managerial experience

Bachelor's of Science or clinical background is a plus

Strong business and P&L acumen

Results oriented with a proactive mindset

Experienced in EMR and G-Suite

Experience in and a passion for women’s health, and fertility is a plus

Strong communication skills & a team player

Detail oriented

Exemplifies strong customer service skills and professionalism

Perks and Benefits

Kindbody values our employees and wants to do everything to ensure that our employees are happy and professionally fulfilled, but also that they have the opportunity to be healthy. We are committed to providing a number of affordable and valuable health and wellness benefits to our full time employees, such as paid vacation and sick time; paid time off to vote; medical, dental and vision insurance; FSA + HSA options; Company-paid life insurance; Short Term + Long Term Disability options; Paid Parental Leave (up to 12 weeks fully paid dependent on years of service); 401k plans.

Additional benefits, such as paid holidays, commuter transit benefits, job training & development opportunities, social events and wellness programming are also available. We are constantly reevaluating our benefits to ensure they meet the needs of our employees