Operations Manager
Operational Manager Job Description
Core Responsibilities
Operational Compliance and Process Management
Manage the daily operations of the organization by creating, implementing, and strictly following policies and procedures
Ensure personal compliance with all procedures and model this adherence for all staff members
Conduct regular audits to verify staff compliance with established procedures
Perform all required benefit verification checks prior to requesting authorizations
Document all verification processes completely and maintain accurate records in client and staff files
Take initiative to identify operational inefficiencies and implement solutions independently
Respond proactively to problems before they escalate to senior management
Facilitate the growth of company billable hours through efficient operational management
Schedule Management
Time management skills ensuring that task are completed by deadlines including managing time to check emails, respond to emails at least twice a day, staying on task and not getting distracted by other task that aren’t scheduled during that time.
Managing a robust, dynamic schedule. This requires elevated critical thinking abilities as the schedule changes daily based on staff's availability, caseload and client availability that can change day of
Intake Management
Overseeing the intake process with the intake coordinator
Work with Intake Coordinator to process incoming referrals, schedule evaluations
Ensure all required documentation is completed accurately and on time for every client
Human Resources Management
HR: Recruiting, Hiring, Terminations, Performance evaluations, Disciplinary actions
Maintaining daily availability and staffing needs, projecting for new hires and overseeing employee time off requests as daily availability allows
Managing staffing needs, including projecting turnover, recruiting, hiring, and onboarding new employees
Provide regular feedback to team members on their job performance
Follow up consistently on delegated tasks and assignments
Hold team members accountable for meeting deadlines and adhering to procedures
Conduct regular check-ins with direct reports to monitor progress and address challenges
Timesheet Management: Scheduler Management
Approving timesheets weekly, making any corrections necessary and staying in contact with the scheduler and CEO to properly adjust items as needed to ensure timesheets are submitted by company deadline
Management of time off request approvals and denials for administrative department
Ensuring Quality Assurance monitors staff timesheets to ensure accuracy, completion, and submitted prior to payroll deadlines
Ensuring Scheduler verify accuracy of all appointments before submission, identifies any errors in timesheets and corrects timesheet errors by Friday weekly.
Compliance and Regulatory Management
Assuring all clinics are abiding by HIPAA guidelines, OSHA regulations, city, state and federal laws as applicable
Obtaining knowledge on all insurance companies we work with and the criteria they require for ABA providers to abide by and stay in compliance with
Understanding applicable insurance company policies
Maintain complete and accurate documentation for all compliance-related activities
Facility Management
Responsible for the cleanliness of the clinic (delegated and directly), organization of the clinic, regular checks on functioning stimuli for clients and requesting replacements as necessary
Ensuring clinic directors are completing maintenance request for any repairs needed for the clinic to properly function
Maintaining inventory checks periodically to satisfy the requirements of the clinic
Ensuring the clinic directors fully stock their clinics with necessary items such as mask, gloves, hand soap, tissue, paper towels, disinfectant, disinfectant floor cleaner, etc.
Maintain cleanliness and order of Center
Oversee manage supply expenses in line in Amazon budget for each clinic
Reporting and Communication
Respond to all emails and communication within 24 business hours
Create, update, and submit all KPI reports weekly to CEO by Friday at 5pm of each week, including:
Weekly billable hours report
Staff productivity metrics
Client appointment attendance rates
Authorization utilization percentages
Staff-to-client ratios
Revenue forecasting data
Client acquisition and retention metrics
Track and analyze operational KPIs to identify trends and improvement areas
Present KPI data with actionable insights and recommendations to CEO and administrative and clinical team
Follow up with team members on assigned tasks to ensure timely completion
Provide regular feedback to team members on their performance
Monitor team task completion and proactively address any delays or issues
Complete any requested correction tasks within 24 business hours
Completing various forecasting spreadsheets, trackers and information routinely and as requested by the CEO, CFO, Account or Clinical Director
Work with billing department to ensure all reports are completed properly and submitted weekly by Wednesday at 5pm. These reports must be submitted to CEO by 5pm on Wednesday of every week.
Regularly update relevant spreadsheets (Auths, Scheduling, Goals, etc.)
Provide timely updates on operational issues or challenges before they impact service delivery
Client and Staff Relations
Ensure patient satisfaction; patient issues or complaints are resolved in a timely, professional manner
Improving overall administrative function, efficiency and morale throughout the center
Assisting the Clinic Director in everything he/she may need while also effectively managing other staff members throughout the clinic in a positive and encouraging manner
Ensure client newsletter is emailed on the 1st of every month by 5pm. Include in each Newsletter a client survey.
Professionalism
Maintaining and modeling a no-toleration policy for gossip and negative statements about co-workers
Directing issues to the CEO to escalate if needed
Minimizing complaints and negativity by setting a good example for RBTs and other employees
Being solution-minded and taking the initiative to resolve problems independently
Model a positive attitude when staff are experiencing issues with systems or procedures. Stay calm during situations when staff are struggling to use a system and problem solve solutions to rectify issues.
Schedule Monday-Friday 9:00-5:00pm
Maintaining appropriate dress, language, and positivity in the work environment
Communication in a timely and professional manner
Demonstrate leadership through consistent adherence to all company policies
Model compliance with all procedures for staff
Performance Expectations
Meet or exceed all established deadlines without exception
Maintain 100% compliance with benefit verification procedures
Complete and accurate documentation for all operational processes
Respond to all communications within 24 business hours
Proactively identify and resolve operational issues
Ensure all staff adhere to established policies and procedures
Complete all KPI reports and other deliverables by their deadlines
Take the initiative to implement improvements without waiting for direction
Maintain accurate and complete records for all clients
Position Requirements
Associates or bachelor's in business related field (preferred)
Experience with children, teens and young adults in clinic setting (preferred)
Ability to provide managerial support to staff
Creative and organized
Strong work ethic
Knowledge of Applied Behavior Analysis (strongly preferred)
Experience with Central Reach (highly desired)
Keep the workplace sanitized and clean
Communicate effectively with staff and administration
Excellent verbal and written communications skills
Excellent analytical/problem solving skills
Strong leadership skills, thorough and detail oriented
Passion for helping the families we serve
Strong ability to take initiative and to put in action the best long term solution to problems