Wellness Center Manager

Wellness Center Manager

The Wellness Center Manager at Banner House is responsible for overseeing the daily administrative and operational functions of the Banner Wellness Center, ensuring an exceptional experience for club members and guests while supporting the delivery of high-quality medical, wellness, aesthetic, chiropractic, and recovery services. This role manages front desk operations, scheduling, patient flow, staff coordination, financial administration, facility operations, and performance reporting to maintain an efficient, organized, and welcoming environment. The Wellness Center Manager partners closely with providers, the Medical Director and designated clinical leadership, and club leadership to optimize operations, enhance the patient and member experience, and support adherence to company policies and applicable healthcare requirements.

Operations Management

• Oversee the daily operations of the Banner Wellness Center to ensure efficient workflows and exceptional service.
• Coordinate appointment scheduling and patient flow to maximize provider productivity, patient access, and room utilization while minimizing wait times.
• Monitor provider schedules, utilization, cancellations, waitlists, room utilization, and appointment availability; identify scheduling gaps and opportunities to improve access and operational efficiency.
• Ensure treatment rooms, reception areas, and common spaces are clean, organized, fully stocked, and prepared for daily operations.
• Open and close the Wellness Center in accordance with established procedures.
• Coordinate facility maintenance and equipment repairs as needed.
• Maintain appropriate inventory controls for medical supplies, medications, wellness products, office supplies, and retail products, including ordering, receiving, storage, expiration-date monitoring, reconciliation, and documentation as applicable and under appropriate licensed-provider oversight.

Patient & Member Experience

• Deliver an exceptional hospitality-focused experience for every member and guest.
• Serve as the primary point of contact for patient questions, scheduling needs, and service concerns.
• Resolve patient concerns promptly and professionally while maintaining a high level of confidentiality.
• Ensure smooth check-in and check-out processes.
• Foster strong relationships with club members through professional, personalized service.
• Coordinate with membership, fitness, spa, hospitality, and other Banner House departments to provide a seamless member experience and facilitate appropriate cross-referrals between services.
• Support member education regarding available wellness services, programs, packages, and memberships without engaging in clinical decision-making.

Team Leadership

• Supervise front desk and administrative personnel and coordinate operational workflows for clinical staff. Clinical supervision, clinical competency, scope-of-practice decisions, and medical protocols remain under the appropriate licensed clinical leadership.
• Assist with recruiting, onboarding, training, and scheduling employees.
• Provide coaching, performance feedback, and ongoing development to team members.
• Lead daily team meetings to communicate priorities and operational updates.
• Promote a collaborative, positive, and service-oriented work environment.

Financial & Administrative Responsibilities

• Oversee accurate charge capture, daily financial transactions, deposits, payment collection, refunds, discounts, packages, memberships, and payment reconciliations in accordance with established financial controls.
• Assist with billing, invoicing, payment collection, and accounts receivable.
• Identify billing discrepancies, outstanding balances, or recurring workflow issues and escalate or resolve them promptly.
• Verify insurance information and coordinate benefit verification when applicable.
• Prepare and review daily, weekly, and monthly operational and financial reports, including key performance indicators such as provider utilization, appointment volume, cancellations/no-shows, rebooking, package and membership utilization, retail sales, accounts receivable, patient/member satisfaction, inventory costs, and revenue by service line.
• Review key performance indicators with Wellness Center leadership and identify opportunities for operational and financial improvement.
• Monitor office expenses and assist with budgeting.
• Support payroll administration by reviewing employee time records for accuracy.
• Maintain administrative integrity of the EHR/EMR, scheduling, point-of-sale, membership, and communication systems, including accurate demographic information, required consents, administrative documentation, and system workflows.

Compliance & Quality Assurance

• Support implementation of and adherence to HIPAA, OSHA, privacy, safety, and other applicable operational compliance requirements, in coordination with clinical leadership, compliance resources, and legal counsel as appropriate.
• Maintain confidentiality of patient and employee information.
• Ensure administrative staff follow established clinical protocols and operational policies and promptly escalate clinical or regulatory concerns to the appropriate clinical leader.
• Support audits, inspections, and quality improvement initiatives.
• Assist with implementing new systems, technology, and process improvements.

Vendor & Facility Management

• Manage relationships with vendors, suppliers, and service providers.
• Coordinate equipment servicing and preventative maintenance.
• Ensure timely ordering and replenishment of office and clinical supplies.
• Maintain organized office records, licenses, permits, and operational documentation.

Qualifications

• Associate's or Bachelor's degree in Business Administration, Healthcare Administration, or a related field preferred.
• Minimum of 35 years of medical practice, wellness, med-spa, concierge medicine, or healthcare operations experience, with at least 2 years in a supervisory or management role preferred.
• Experience in a medical practice, wellness center, med-spa, concierge medicine, or other healthcare environment preferred; experience in luxury hospitality, a private club, or another high-touch membership environment is strongly preferred.
• Experience supervising administrative or front desk staff.
• Strong organizational, leadership, and problem-solving skills.
• Excellent verbal and written communication abilities.
• Proficiency with Microsoft Office Suite, Dropbox, scheduling software, electronic health records (EHR/EMR), and point-of-sale systems.
• Knowledge of insurance verification and medical billing processes is preferred.