General Summary

The BY YOUR SIDE Director – Center Operations is responsible for providing excellent parent experience to all prospective and current families by ensuring accuracy and efficiency for all communication and documentation from parents and clinical staff. The center Director is responsible for the overall business operations and growth of the Center as they oversee and prioritize clinical integrity and optimal financial outcomes by engaging with staff, families and the community we serve.

The Director – Center Operations in a professional and clinical environment. The employee must regularly lift and or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

This is a full-time position; hours of work and days vary based on the needs of clients/business which may be provided through in person and remote work. Occasional evenings, weekend work, and on-call shifts may be required. Regular hours are typically from 8:00am to 5:00 pm., Mondays through Fridays both in center and remote when applicable, and meeting centers key performance indicators (KPI).

Compensation: $80K Annually + Quarterly Bonus Incentives

We Offer

• Full Time
• Full benefits package + Pet Insurance
• 5+ Weeks off per calendar year including PTO, Holidays & Wellness time
• 401K with Company Match
• Eligible for Quarterly Bonus Incentives
• Career Progression program, WE will invest in YOU!
• Monthly Morale Events

Essential Functions, Duties & Responsibilities

Core duties and responsibilities include the following:

• Workforce Management - Create a positive, ethical, and respectful work environment by promoting the company culture through its mission, vision, and values; manage day to day Center staff to include recruiting, staff onboarding, performance management, employee relations, policies and procedures, compliance, culture stewardship, training and development; liaison with support departments to find resolution to employee issues.
• Assist the scheduling team with staffing schedule within the scheduling system; assign caseloads and room assignments among the team to achieve target impact hours for the Center; ensure hours are converted timely and manage attendance expectations.
• Client Onboarding - Lead intake process and onboard new clients and families; ensure insurance approvals are completed and authorizations are updated; manage client and family satisfaction and accountability.
• Business Development - establish new and maintain existing relationships with referral partners (i.e. Clinical/child psychologist, LCSW, PCP, neurologists, etc.); partner with Client Relations and Marketing Teams to develop referral pipeline and goals aligned to target growth projections
• Financial Oversight - Accountable for financial and operational performance of the Center; manage annual Center budget and additional forecast needs; identify barriers to meeting budget goals and create action plans to overcome; ensure client invoices are processed; make effective business decisions based on data analysis, organizational observations, and cost controls.
• Facilities – Ensure appropriate coverage for opening/closing of Center; upkeep and cleanliness/maintenance of Center; management of vendor contracts (cleaning, HVAC, Culligan/water, pest control); ensure all equipment is safe and in proper working condition for clients.
• Manage regular purchasing needs for center
• Uphold and maintain BYS core principles, policies, and procedures.
• Liaison of communication for parents needs and clinical requirements.
• The first line of contact for any parent concerns or needs brought forward.
• Uphold policies regarding attendance, therapy holds, and changes in availability.
• Other duties and/or Special projects may be assigned.

Intake and Enrollment

• Directly oversee and manage all intakes through auditing documentation, following up appropriately, and completing parents’ tours and consultations as scheduled.
• Communicate with VP - Clinical Operations on intake and enrollment needs and trends.
• Uphold the intake process by ensuring all communication and documentation is obtained and provided to ensure a smooth and easy process for the family and clinical team.
• Review all new parent paperwork with parents to ensure policies are understood.

Center Maintenance

• Consistently present on the floor, especially during busier transitions.
• Assist/Provide breaks for staff in therapy.
• Audit therapy rooms and administrative rooms to ensure they are stocked, clean and safe for proper use.
• Improving and standardizing cleaning.
• Purchase and restock items as needed.

Leadership

• Directly oversee and lead the therapy and administrative teams.
• Discipline employees as needed due to professionalism and attendance.
• Lead all employees within the office to provide a professional and efficient clinic.
• Data, Reporting, and KPIs.
• Assist VP-Clinical Operations with reporting.
• Drive weekly, quarterly, and yearly metrics for cancellation rates, utilization, billable hours, and file compliance.
• Meet monthly budgeted scheduled hours.
• Manage/minimize workers comp claims and client injuries.
• Manage/minimize turnover rate.
• Ensure BTs finish the RBT certification process timely.
• Ensure client starts to therapy are within the appropriate window timeframe (21 days).

Skills Required

Include demonstrated competencies and physical, mental, & interpersonal skills.

• Bachelor’s degree in Business, Operations Management, or related field.
• 5+ years of management, operations, and leadership.
• Healthcare environment experience required, behavioral health preferred.
• Strong business acumen; understanding of general finance and budgeting.
• Must be able to communicate effectively and problem-solving skills.
• Ability to work effectively and efficiently with changing priorities and deadlines.
• Proficiency in Microsoft Office Products, Word, Excel and Outlook.
• Uphold and maintain BY YOUR SIDE core principles, policies, and procedures.
• Provide exceptional customer service by building strong relationships with all new and current.
• Excellent time management skills with the ability to multi-task, prioritize, execute on deadlines and produce high quality deliverables with attention to details.
• Manage regular purchasing needs for center.
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
• The requirements listed above are representative of the knowledge, skill, and/or ability required.