Operations Director - LSAA

Centria Autism; Albuquerque (NM); On-site; USD 85,000 - 120,000; Full time

Job summary

Life Skills Autism Academy is seeking an Operations Director who will steer the center’s team culture, family experience, and daily business operations toward capacity and optimal performance. You will maintain BT staffing and deployment, drive training and compliance, manage scheduling to control overtime, and collaborate with Recruiting to align resources.

Strong leadership and customer-service focus are essential for success.

Qualifications

• Bachelor's degree or equivalent experience.
• 4+ years of customer service experience.
• 5-8+ years managing 20+ staff.
• Sales experience and ability to garner referrals.

Responsibilities

• Provide excellent customer service and champion Life Skills Autism Academy’s growth.
• Conduct sales, marketing, and advertising duties in order to grow the academy’s client base to full capacity.
• Assist clients and families in accessing treatment by guiding them through the intake process.
• Maintain communication with prospective clients and ensure appropriate expectations of the intake process and timeline for how soon we can get services started.
• Align all resources (Supervising Clinicians, Behavior Technicians, and Clients) to ensure clients access therapy in the quickest, smoothest manner.
• Maintain an operationally well-run, aesthetically pleasing center that is enjoyed by parents, clients, and team members.
• Manage the schedule of all team members and clients within the center, as well as the operating metrics of the center.
• Complete the offboarding process for all departing behavior technicians.
• Manage payroll and billing accuracy via daily reviews to ensure documentation is being submitted properly and schedules match the submitted documents.
• Provide day to day administrative support in the LSAA Center, such as greeting clients, placing supply orders, faxing, filing, etc.

Skills

Customer service

Staff management

Sales

Communication skills

Budgeting

HR/compliance

Training & development

Disciplinary action

Scheduling

Education

Bachelor's degree or equivalent experience

Tools

Kronos

G Suite

Microsoft Office

Job description

The Operations Director sets the tone for the entire center’s team member culture and family experience. This role is directly in charge of all sales and daily business operations with the ultimate goal of reaching capacity within the center and achieving the optimal operating model. This role is responsible for maintaining an up-to-date roster of Behavior Technicians (BTs) and their deployment and compliance status, determining staffing needs, maximizing BT utilization, and managing daily scheduling changes to limit overtime and non-billable hours. The Operations Director will lead BTs by coordinating training and compliance needs, and issuing disciplinary action up to and including termination, and completing the offboarding process. This role will collaborate with the BT Recruiting Department to determine existing BT needs, adjust targets, and realign resources.

The Operations Director’s responsibilities fall into six main categories: Customer Service, Team Member Satisfaction and Retention, Center Appearance/Maintenance, Daily Operations, HR/Compliance, and Center Growth.

Duties and Responsibilities

• Provide excellent customer service and champion Life Skills Autism Academy’s growth
• Conduct sales, marketing, and advertising duties in order to grow the academy’s client base to full capacity.
• Assist clients and families in accessing treatment by guiding them through the intake process.
• Maintain communication with prospective clients and ensure appropriate expectations of the intake process and timeline for how soon we can get services started.
• Align all resources (Supervising Clinicians, Behavior Technicians, and Clients) to ensure clients access therapy in the quickest, smoothest manner.

2. Maintain an operationally well-run, aesthetically pleasing center that is enjoyed by parents, clients, and team members.

• Ensure the cleanliness and appearance of the center meet the highest standards of care.
• Ensure all standard supplies are set to a recurring monthly order and other supplies are ordered as needed.
• Work with the Facilities and Purchasing departments to promptly address all issues as they arise within the center and coordinate necessary maintenance.
• Ensure center is meeting all compliance/credentialing standards (JCAHO, BHCOE).
• Monitor center expenses to stay within monthly budget.
• Assist in hosting center events (activity days, birthdays, anniversaries, graduations, etc.).

3. Manage the schedule of all team members and clients within the center, as well as the operating metrics of the center.

• Enter the schedules into all required systems and communicate schedule changes with staff.
• Coordinate with Recruiting Department to ensure alignment with our staffing needs while taking new clients and turnover into account.
• Conduct interviews for new Behavior Technicians.
• Track all daily operations metrics on the appropriate shared spreadsheets.
• Responsible for tracking Behavior Technician attendance and addressing/issuing disciplinary action when necessary.
• Address any professionalism concerns and issue Performance Improvement Plans and Disciplinary Action Forms to team members as needed.
• Responsible for tracking client attendance and addressing low utilization with their families and discussing agreeable solutions to barriers.
• Schedule and manage non-billable Behavior Technician hours to stay within budget.
• Ensure staff are only being placed with clients with whom they are credentialed to work with.
• Assist with coordination of training and compliance needs.
• Work with in-home operations to find coverage for clients or help facilitate team member and client transfers, as needed.

4. Complete the offboarding process for all departing behavior technicians.

• Gather necessary documentation to offboard Behavior Technicians, as needed.
  • Collect Behavior Technician resignation letters, performance improvement documentation, and termination letters, as needed, to accurately document reasons for BT offboarding.
  • Complete all required offboarding procedures within Kronos.
  • Secure all Life Skills Autism Academy equipment and property from department BTs, including but not limited to, iPads and therapy equipment.

5. Manage payroll and billing accuracy via daily reviews to ensure documentation is being submitted properly and schedules match the submitted documents.

6. Provide day to day administrative support in the LSAA Center, such as greeting clients, placing supply orders, faxing, filing, etc. as needed.

7. Perform other duties as designated by supervisor.

Education

Bachelor's degree or equivalent experience

Work Experience

• 4+ years of customer service experience required
• 5-8+ years of managing 20+ staff strongly preferred
• 4+ years of sales experience preferred
  • Proven ability to garner referrals
  • Payor relationship experience
  • Healthcare experience preferred

Equipment and Technology Requirements

• G Suite (Gmail, Drive, Docs, Sheets, Google Meet)
• Microsoft Office Suite (Word, Excel)

Other Competency Requirements

• Ability to follow written instructions.
• Ability to use computers and computer/software programs.
• Ability to communicate expressively and receptively.

Knowledge and Skills

• Proficiency in PC software, especially spreadsheet programs;
• Strong communication skills, both written and verbal with internal and external stakeholders;
• Extensive experience managing team member performance and leading a team;
• Ability to build rapport with team members, explain complicated information in an approachable and easily understood manner, effectively handle challenging conversations, and represent the LSAA brand.

Working Conditions

• LSAA's office hours are Monday through Friday from 8:00 AM – 4:30 PM.
• Additional time or flex schedules may be required to complete the above work or meet company objectives.

Physical Requirements

While performing the duties of this job, physical requirements such as bending, reaching, lifting, pushing, or pulling up to 30 pounds may be required. This role will require sitting while doing office tasks as well as walking and standing while performing BT duties. This role may require close visual acuity on computer screens or monitors and the ability to analyze data and figures on a screen.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, Veteran status, or disability status. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities, or working conditions associated with the position. Life Skills Autism Academy reserves the right to amend this job description at any time, with or without written notice.