The role of a Practice Manager
The evolving role of Practice Managers in scaling up a clinic
The modern healthcare practice is more complex than ever. Rising patient expectations, digital transformation, workforce shortages, higher running costs and ongoing regulatory changes have reshaped day-to-day operations. At the centre of this environment is the Practice Manager, a role that has expanded far beyond administration and scheduling.
Today’s Practice Managers are leaders, strategists and systems thinkers who play a crucial role in the stability and long-term sustainability of a clinic.
Kendall Schutz, Founding Director of Nexus Co Solutions, has seen this shift firsthand. She says practice performance often hinges on the capability and support of the Practice Manager.
“Many practices do not realise how much influence a well-supported Practice Manager has on growth,” Schutz said.
“When they have clarity, structure and the right systems around them, the whole clinic becomes more confident.”
The expanding expectations of the Practice Manager
Across Australia and internationally, the role has changed significantly. Research from the Australian Association of Practice Managers highlights the move toward transformational leadership, where PM’s guide innovation, strengthen culture and support strategic decision making.
Similarly, UK-based insights show PM’s now take responsibility for financial planning, workforce management, compliance, patient communication and digital capability. In small clinics, these responsibilities sit with one person. In larger clinics, PM’s coordinate multiple teams, contractors and systems.
It is no longer enough for PM’s to simply keep the practice running. They are expected to anticipate issues, lead improvement and balance the needs of staff, patients and owners simultaneously.
From chaos manager to strategic leader
Historically, Practice Managers have been the clinic’s problem solvers, managing whatever falls through the cracks. But experts argue this “firefighting” model is unsustainable and restricts a clinic’s ability to grow.
Transformational Practice Managers focus on:
Systemising workflows instead of patching them
Building capability across the team
Using data to guide decisions
Driving improvements rather than responding to crises
Lifting communication and accountability
Aligning daily operations with long-term strategy
Schutz said the turning point often comes when PM’s are given space to step out of constant operational pressure.
“When a Practice Manager is stuck in reactive mode, the whole clinic feels it,” she said.
“But when they step into strategic leadership, they stabilise the practice. That is when growth becomes possible.”
Where PM’s drive measurable growth
People leadership and culture
Practice Managers shape the environment that staff work in. Clear communication, structured onboarding, well designed training programs and culture initiatives all help stabilise teams and reduce turnover. A cohesive workforce directly impacts patient experience.
2. Digital Capability and systems improvement
PM’s influence system selection, optimisation and integration. A well-chosen EHR, recall system or patient communication tool can save hours each week and reduce reliance on manual processes.
3. Financial clarity and smarter resource planning
budgeting, forecasting, rostering and cost control sit at the heart of sustainability. PM’s drive profitability by aligning resources with demand and ensuring the practice runs efficiently.
4. Operational resilience
A strategic PM supports compliance, risk management and business continuity. This includes keeping policies current, managing audits and preparing for disruptions, from cyber incidents to staff shortages.
5. Patient experience and service design
From appointment systems to triage pathways, communication workflows and follow up processes, PM’s shape the patient journey. Growth relies on satisfied patients who return and refer others.
Supporting the PM so the practice can thrive
Practice Managers cannot function strategically if they are overwhelmed, undertrained or unsupported. Nexus Co Solutions works with practices to elevate the PM’s role by providing:
Role clarity and leadership coaching
Improved systems and workflow design
HR and compliance support
team communication training
operational frameworks that reduce chaos and enable growth
Schutz believes this investment is foundational.
“Practice Managers deserve the same development we give clinical leaders, “she said. “When they are empowered to lead, the entire practice becomes more resilient and more aligned.”
The future of the Practice Manager is strategic
The traditional administrative PM model is fading. In its place is a leader who guides improvement, strengthens culture and builds the systems that clinics need to scale.
For Practices experiencing growth, change or operational strain, empowering the Practice Manager may be the most impactful step toward long-term success.
If your clinic is ready to move from firefighting to strategy, Nexus Co Solutions can help you build a strong and strategic Practice Manager role that supports sustainable growth.