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AI Summary
ROLE SUMMARY
ABOUT THE COMPANY
Moment Physical Therapy and Performance is a New York City-based clinic redefining what physical therapy should feel like. With a focus on delivering top-tier, out-of-network care, Moment works directly with clients, no insurance middlemen, providing highly personalized treatment experiences that combine strength training, rehab, and performance coaching. Founded by Dr. Andy Fata-Chan, the company has grown into a multifaceted brand, including a mentorship and education platform for physical therapists and a coaching business for clinicians launching or scaling their own practices. With three clinics currently operating in New York City and a fourth opening soon, Moment is on a clear growth path of expanding into a new location every year.
ABOUT THE ROLE
Moment is scaling fast, and this role is central to making that growth sustainable. The Operations Manager will oversee the back-end of the clinical practice across all locations, making sure billing is clean, schedules stay full, patients receive timely follow-up, and nothing falls through the cracks as the team grows. Rather than driving sales or treating patients directly, this role is about owning the operational backbone that keeps each clinic running smoothly and creates a repeatable infrastructure that scales with every new location.
This is a unique opportunity to work directly with the founder and the Head of Operations, build out systems that will support a multi-clinic operation, and grow into a leadership role with direct reports as the business expands.
This position is perfect for someone who:
✅ Thrives at the intersection of operations, client communication, and detail work.
✅ Brings structure to busy, fast-moving environments and keeps every plate spinning.
✅ Notices when things are about to fall through the cracks and acts before they do.
✅ Is comfortable owning the back-end while a sales team handles the front.
✅ Wants to grow into a leadership role and eventually manage a small operational team.
ROLE RESPONSIBILITIES
Billing Oversight & Revenue Cycle Management
Supervise the billing function and make sure revenue cycle activities are accurate, timely, and clean across all clinics.
Oversee the existing billing team member and audit records weekly to catch errors, missed charges, or duplicate entries.
Confirm charges in PracticeQ match the services delivered across all locations.
Coordinate payment collection for new patient packages, either directly or by handing off to the billing team.
Track outstanding balances and follow up appropriately.
Schedule & Calendar Integrity
Make sure every clinic's calendar is full, accurate, and aligned with therapist availability.
Review the calendar weekly across all locations to flag gaps, double bookings, or missed follow-ups.
Coordinate with the SDR team to fill open slots when therapist schedules are underbooked.
Monitor PracticeQ to ensure appointments, reschedules, and cancellations are logged correctly.
Track patient progress through their packages and flag anyone at risk of dropping off.
Maintain accurate appointment status notes and ensure no patient is left waiting for a next step.
Patient Follow-Up & Client-Facing Communication
Be the trusted point of contact for patients who need answers between the consultation and the commitment.
Follow up by phone with patients who received a package offer but haven't committed yet.
Answer questions about pricing, super bills, medical codes, and insurance reimbursement.
Help patients work through logistics so they can confidently move forward.
Hand off clinical questions to the appropriate therapist or team member.
Collect payment for packages when patients are ready, or coordinate handoff to the billing team.
Maintain professional, warm communication that reflects the Moment brand.
SOPs, Systems & Process Improvement
Build the modular operational infrastructure that allows Moment to scale into new locations year after year.
Document existing workflows so they can be replicated as new clinics open.
Create and maintain SOPs for billing, scheduling, patient follow-up, and inter-team coordination.
Identify bottlenecks and propose process improvements that reduce manual work.
Recommend automations within GoHighLevel and PracticeQ where they would save time.
Train new team members on operational procedures as the team grows.
Team Coordination & Future Leadership
Work closely with the Head of Operations and the broader team, with the path to direct reports as Moment scales.
Report directly to the Head of Operations on weekly operational status.
Communicate clearly with the SDR team, the billing team, and the clinical staff.
Track and report on key operational metrics across all clinics (schedule occupancy, billing accuracy, follow-up completion rates, patient drop-off signals).
Prepare weekly insights summaries that give leadership clear visibility into what is working, what is at risk, and where to focus next.
Help recruit, onboard, and oversee additional operational team members as the business grows.
Participate in planning conversations for new clinic openings and operational expansion.
Although the responsibilities outlined above will form the core focus of your role, please note that your hiring manager may assign additional relevant tasks as needed to align with the evolving objectives of your position and the overall goals of our business.
ROLE QUALIFICATIONS
REQUIRED QUALIFICATIONS
4+ years of experience in operations, executive support, or office management in a multi-location or client-facing business.
Direct experience overseeing billing, revenue cycle management, or accounts receivable functions.
Strong client-facing communication skills, including comfort handling phone calls and discussing pricing or insurance.
Demonstrated ability to manage multiple priorities, locations, or workflows simultaneously.
Experience building and documenting SOPs that others can follow.
Proven track record of identifying operational gaps and proposing solutions independently.
Familiarity with CRM tools (such as GoHighLevel) and team communication platforms (such as Slack).
Comfortable learning new clinical or scheduling software (such as PracticeQ).
High attention to detail with strong follow-through on tasks.
Self-starter mentality with the ability to operate with minimal supervision.
Must have own webcam, microphone, and computer (relevant software and subscriptions provided).
Excellent English verbal and written language proficiency (C1-C2 in CEFR Scale).
Access to a quiet work area at home with reliable internet (100 Mbps or more).
PREFERRED ("NICE-TO-HAVE") QUALIFICATIONS
Previous experience in healthcare, physical therapy, dental, or other clinical operations.
Familiarity with PracticeQ or similar clinic management software.
Experience working with U.S.-based clients or healthcare teams.
Background managing or coordinating a small team.
Understanding of out-of-network billing, super bills, or insurance reimbursement processes.
Experience supporting a business through multi-location expansion.
ROLE SPECIFICATIONS
Base Salary: Q15,000 base salary.
Role type: Full-time.
Location: Guatemala (Remote - Work from home).
Schedule: Monday to Friday: 9:00 AM - 5:00 PM EST.
RECRUITING PROCESS
Application / Screening: When you apply for this position, we will ask you a short questionnaire to get to know you a little bit better and ask you for some additional inputs to see if you qualify for the position. In addition, we will ask you to complete a short psychometric evaluation and a short English proficiency assessment. The idea is to explore if this is a good fit before moving forward.
Skills Assessment: You will be asked to complete a few exercises and/or projects designed to recreate the work tasks that you will be responsible for if you are given the role. This helps us gauge your skill level as well as give you a better idea of the required work.
Skills Assessment Interview: This is a 60 min - 90 min conversation where we further test your skills, learn about your previous working experiences, and evaluate culture fit to the role and company.
Hiring Manager Final Interview: This is a 30 min - 60 min conversation with the position’s Hiring Manager (and potentially a few company team members) to get to know you better and to set the expectations and vision for the role.
CONTACT US
If you have any questions or run into any complications while submitting your application, please reach out to:
recruitment@trymeteor.com
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