Job Description

Center Operations Director

Reports to: Regional Director

The Center Operations Director is responsible for managing the day-to-day operations of the center(s), ensuring that all administrative functions are efficient and effective. This individual will work closely with clinical staff, administrative staff, and internal Lighthouse departments to maintain a high level of learner and employee experience, ensuring the mission is delivered and business results are achieved. The Center Operations Director is responsible for ensuring compliance with healthcare regulations, managing budgets, and overseeing employee engagement.

Key Responsibilities

Operational Management

• Oversee the daily operations of the center, including learner scheduling and attendance policy adherence, and family interactions.
• Implement, monitor, and adjust operational processes to improve efficiency and ensure high-quality and compliant learner therapy.
• Ensure compliance with all health regulations and organizational policies, including HIPAA and OSHA standards.
• Collaborate with onsite clinical team to manage learner onboarding and attrition.

Staff Planning and Management

• Forecast, hire and manage staffing levels to ensure learners, their families and the Lighthouse staff have the quantity and quality of staff needed to deliver on the mission. Adjust staffing levels to meet volume fluctuations.
• Set performance expectations for team members and provide feedback on team member performance using formal and informal feedback systems. Identify and support development opportunities to help team members maximize their potential.
• Foster a positive work environment that promotes teamwork, professional growth, and high levels of employee engagement.

Financial Management

• Oversee the center’s budget, including expenses for supplies, equipment, and staff salaries.
• In collaboration with clinical leaders, ensure billing processes are timely and compliant with services rendered.
• Work with operational leaders and finance teams to monitor financial performance and implement strategies to control costs and improve profitability.
• Analyze financial data to make informed decisions regarding the center’s resource allocation.

Learner Experience & Clinical Care

• Ensure that the clinic provides excellent therapy to learners, addressing concerns, complaints, and feedback.
• Work to improve the learner and family experiences by overseeing efficient service delivery and resolving any operational issues.
• Monitor patient safety practices and implement initiatives to improve clinical outcomes.
• Maintain patient confidentiality and ensure that patient records are handled in compliance with regulations.

Compliance & Risk Management

• Ensure that the center adheres to all applicable laws, regulations, and accreditation standards.
• Manage risk assessments, quality control, and patient safety initiatives.
• Monitor and ensure adherence to all legal and ethical guidelines, including insurance and accreditation requirements.

Strategic Planning & Development

• Collaborate with senior leadership to develop and implement long-term goals, strategies, and growth initiatives for the center.
• Assess clinic performance and identify areas for improvement and potential expansion.
• Evaluate the center’s service offerings and recommend new services or programs to meet learner needs and market demand.

Community Engagement & Marketing

• Build relationships and represent the center in the community by establishing relationships with local organizations, referral sources, and key stakeholders.
• Collaborate with the marketing team to promote the center’s services and drive enrollment growth through community outreach, events, and partnerships.
• Act as the face of the center, ensuring a consistent and positive representation of the organization.

Technology & Systems Management

• Ensure the effective use of operational and clinical systems, such as billing systems and electronic health records (EHR).
• Oversee device management, including the procurement, maintenance, and troubleshooting of equipment used by staff and learners.

Data Analysis & Reporting

• Track and analyze key performance indicators (KPIs) related to staff utilization, learner occupancy, missed hours, employee satisfaction, and financial performance.
• Crisis Management
• Act as the point person for operational issues that require immediate attention, ensuring swift resolution while minimizing impact on staff and learners.

Collaboration with Clinical Leaders

• Maintain strong collaboration with clinical directors and other BCBAs to ensure alignment of clinical and operational goals.
• Work with clinical teams to ensure optimal resource allocation for learners' success and satisfaction.

Qualifications

Education & Experience

• Bachelor’s degree in healthcare administration, Business Administration, or a related field (master’s preferred).
• Minimum of 5-7 years of experience in healthcare management or clinic/physician practice or behavioral health operations.
• Previous experience in leadership or management role, preferably in a medical or clinical environment.
• Knowledge of healthcare industry regulations, policies, and best practices. Preferably in behavioral health or ABA services

Skills & Abilities

• Strong leadership, management, and interpersonal skills.
• Exceptional critical thinking skills combined with a strong ability to engage and motivate staff.
• Excellent organizational and time management abilities.
• Proficient in budgeting, financial analysis, and cost management.
• Knowledge of electronic health records (EHR) systems and medical billing software.
• Ability to manage multiple priorities and make decisions in a fast-paced environment.
• Effective communication skills, both written and verbal, interact with staff, patients, families, and external stakeholders.

Work Environment

• This role is typically performed in an office and clinical/ABA Therapy setting.
• Occasional evening or weekend work may be required based on job requirements.
• Some travel may be necessary for meetings or visits to other locations.