Practice Director

About Kindbody

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, and 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, and Deloitte Technology Fast 500™. Kindbody is the leading U.S. fertility clinic network and global family‑building benefits provider for employers. With 26 state‑of‑the‑art signature clinics and IVF labs, 400+ partner clinics, and services in 113 countries, 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.

About the Role

As an experienced Practice Director, you will work in a fast‑paced, rapidly growing environment where you will be relied on for your expertise, professionalism, and collaboration. This full‑time position is based in our New York City Clinics.

Responsibilities

• Oversee practice and clinical team members comprised of practice coordinators, nurses, medical assistants, and sonographers to ensure they are meeting day‑to‑day responsibilities.
• Provide regular feedback and reviews, track KPIs and deliverables, and manage performance improvement plans.
• Coordinate team meetings, oversee takeaways, and serve as liaison between team members and physicians and lab team.
• Perform hiring procedures for all clinic staff.
• Oversee onboarding program, including executing training materials, SOP training, documentation processes, shadowing/coaching, proficiency testing, and sign‑offs.
• Manage all internal staff escalations in collaboration with Operations leadership and the People team.
• Collaborate with Operations leadership to address patient questions, complaints, and feedback within 24‑48 hours.
• Work with Operations and Finance to keep overhead and cost of goods and services in line with budget, approve purchase orders, and pursue budget improvements.
• Execute patient conversion lists for specific markets, hold regular meetings with clinic staff to ensure coordination, and move patients into treatment timely.
• Maintain the anticipated list for specific markets to support accurate forecasting.
• Coordinate clinic staff schedules, manage per‑diem and temp employees, and ensure appropriate in‑office support and 24/7 customer support.
• Oversee time cards, PTO, and leave requests for both direct and indirect reports.
• Manage procedural scheduling for all OR cases and ensure external anesthesia teams are aware and available.
• Oversee scheduling for procedures such as hysteroscopies, egg retrievals, embryo transfers, and IUIs.
• Scrub clinic schedule daily to ensure appropriate access and correct patient scheduling.
• Coordinate provider cross‑regional coverage with local leadership.
• Troubleshoot scheduling issues and make changes to patient portal & provider templates as needed.
• Handle customer billing & insurance questions, process payments, refunds, and insurance claims in collaboration with RCM/Finance teams.
• Collect all copays, patient responsibilities, and self‑pay or outstanding balances at check‑in and maintain ethical billing practices.
• Report KPIs weekly to forecast company revenue.
• Assist with business improvement and marketing efforts.
• Manage clinic P&L in alignment with company goals and objectives.
• Monitor clinic activities for compliance with health industry regulations.
• Oversee facilities and maintenance issues.
• Manage annual retraining of SOPs and track provider licensing, credentialing, hospital privilege applications and renewals.
• Manage all RN BLS renewals.
• Create a compassionate environment by providing emotional and psychological support to patients and families.
• Work independently to achieve program goals and promote excellence in customer service.
• Provide feedback to HQ on process improvement and job specifications to gain efficiencies.

Who You Are

• 3+ years of managerial experience.
• Bachelor’s of Science or a clinical background is a plus.
• Strong change management skills.
• Experienced in EMR and G‑Suite.
• Passion for women’s health and fertility.
• Strong communication skills and a team player.
• Detail‑oriented.
• Exemplifies strong customer service skills and professionalism.

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