Operations Manager

Summary

The Operations Manager oversees the day-to-day operations of the Client Services Managers and Intake Manager, manages a variety of key projects for the organization, and focuses on promoting efficiencies and structure. This role involves managing teams, implementing business processes, improving productivity, and optimizing resource use to support the organization’s success. The Operations Manager is also tasked with solving operational challenges, ensuring compliance with policies, and maintaining high standards of service delivery. The Operations Manager reports to the Associate Operations Director.

Responsibilities

Operations and Client Services Manager Supervision

• Actively monitoring day to day activities of the Intake and Client Services Managers to ensure operations for all rehab services are meeting contractual requirements.
• Evaluating the strengths and development areas of the Client Services Managers and assessing whether the right people are in the right roles on the team; proposing shifts in role responsibilities to best align skills with responsibilities.
• Foster a collaborative environment that encourages communication, accountability, and teamwork.
• Providing guidance, support, coaching and assist in workload to Client Services Managers to ensure caseload capacity is filled, assess hiring needs and to ensure delivery of caseload is met.
• Continuously striving for improved internal processes, identifying opportunities for efficiencies and implementing new structures.
• Implementing processes to establish more structure with document and information management.
• Building and nurturing relationships with various third parties and organizations, including key community contacts.
• Following Health and Safety Following all risk management practices to reduce and prevent risk, and to support health and safety of clients and families, caregivers and service providers and office staff.

Project Management

• Working on various project-based initiatives as the project manager, creating project plans and completing projects in accordance with set out scope.
• Tracking project milestones, leveraging people and other resources as required and ensuring project objectives are met in accordance with set out timelines.
• Supervising and training the Intake and Client Services Managers to ensure project operations are seamless and to provide guidance.
• Meeting regularly with project stakeholders to provide status updates.

Escalation and Liaison

• Responsible to be the point of contact for clinicians to discuss difficult situations regarding client services, care coordinators and etc.
• Partnering with Risk and Privacy Officer, Director of Quality, Education, and Training, and Client Services Managers to de-escalate conflicts, action tasks and ensure all parties have been communicated with.
• Partnering with Billing Manager to escalate any billing issues with either Clinicians or Care Coordinators.
• Actively communicating with clinicians regarding process or service guidance changes