Every child deserves the brightest future and Centria Autism Services is on a mission to help children with Autism Spectrum Disorder (ASD) have the best developmental experience possible while acquiring the skills to succeed in the world on their own terms. Too many children with ASD are untreated or undertreated and Centria is committed to reaching every child in need and their families with interventions based on the principles of Applied Behavior Analysis that meet – and exceed -- best practices. Our Optimal Outcomes Model(TM) looks at the whole-child, engages families in aspirational treatment planning and leverages team-based care to allow BCBA’s to focus on clinical issues and support Centria’s dedication to quality, family satisfaction and developmental outcomes. Founded in 2009, Centria now operates in 13 states and is working hard to develop approaches to sustain quality while reaching tens of thousands of children across the country; we use data-driven analytics and sophisticated software platforms to constantly evaluate our quality and performance, and develop new approaches to supporting our clients and their families on their journey.
Position Summary
The Area Operations Director is responsible for the operational excellence and performance of key clinical and operational business metrics that focus on driving growth, ensuring compliance, managing resources, and leading various operational functions. This role will partner with Clinical Leadership to support clinical outcomes, high quality care delivery, and to ultimately deliver growth. Expertise in strategic planning, leadership development, and operational excellence will contribute to the overall success of the organization. They will also take a direct role in team growth, recruiting coordination, community outreach, and family communication.
Success Measures
Success measures include adherence to Centria policies, flawless execution of tasks, a timely, positive customer service experience for team members, and a high level of compliance. Success also includes meeting or exceeding personal
qualitative and quantitative key performance indicator (KPI) metrics.
Duties and Responsibilities
- Manage a team of 8-10 Field Staff Managers and/or Operations Directors.
- Drive team performance through regular weekly KPI review.
- Drive and manage team growth initiatives until the team reaches its full capacity, ensuring effective resource allocation.
- Partner with the Area Director of Clinical Services to drive growth, understand and support clinical outcomes, and ensure service delivery is aligned with Centria’s clinical model and philosophy.
- Oversee various Human Resources functions, including performance management, team member relations, and policy adherence.
- Create and enforce accountability for the credentialing process of Behavior Technicians, ensuring compliance with industry standards and regulations.
- Manage the case status change report to ensure status changes meet all requirements and are conducted in a timely fashion.
- Collaborate with relevant stakeholders to review and coordinate conversations with families regarding insurance changes.
- Facilitate and oversee the Behavior Technician hiring process, ensuring a streamlined and efficient recruitment and onboarding experience.
- Optimize resource utilization, including Behavior Technicians, to maximize efficiency and productivity while maintaining high-quality care.
- Ensure accountability for meeting training requirements, including compliance with mandatory training programs and certifications.
- Address and resolve issues related to paper document usage, implementing efficient solutions to reduce usage of paper documents, enhance accuracy and improve productivity.
- Promote and monitor the usage, competency, and adoption of the Tech Connect platform among team members, providing support and training as needed.
- Monitor and manage non-billable activities, identifying areas for improvement and implementing strategies to minimize non-billable time.
- Facilitate the smooth transfer of staff between locations or departments, ensuring minimal disruption to operations.
- Collaborate closely with the DeNovo team to ensure the smooth transition of new sites from DeNovo management to field operations.
- Coordinate community outreach activities to promote our services and build relationships with key stakeholders.
- Review and approve client transportation requests, ensuring proper credentialing and compliance with transportation regulations.
- Monitor payroll and billing processes, ensuring accuracy, timeliness, and compliance with relevant regulations.
- Manage and coordinate responses to Behavior Technician survey feedback, addressing concerns, and implementing improvements.
- Collaborate with the marketing team to identify and address client-led generation needs, contributing to business growth.
- Ensure compliance with regulatory and accreditation requirements, implementing necessary policies and procedures.
- Develop and implement team member recognition programs to foster a positive work culture and enhance team member engagement.
- Take ownership of the profit and loss (P&L) statement for the area, monitoring financial performance and implementing strategies for improvement.
- Facilitate effective client communication and handoff processes between the Intake Team and the Operational Team for seamless service initiation.
- Maintain effective communication with clients and other stakeholders while on hold, managing inquiries and addressing concerns promptly and professionally.
Pay Rate
$115,000 - $125,000 per year
Quarterly Bonus - can earn 10% of base salary (up to 40% annually)
Qualifications
Education
- Bachelor's degree in a relevant field
- Master's degree is preferred
Work Experience
5+ years of experience in operations management, preferably in a healthcare or similar industry.
Equipment and Technology Requirements
- Working knowledge of laptop/desktop PC
- Proficiency in Microsoft Suite (Word, Excel)
- Proficiency in G Suite (Gmail, Drive, Docs, Sheets, Google Meet)
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
- Strong leadership and strategic thinking skills, with the ability to drive operational excellence.
- Excellent organizational and multitasking skills, with the ability to prioritize effectively.
- Knowledge of credentialing processes and healthcare regulations.
- Experience in HR functions, including performance management and team member relations.
- Proficiency in using technology platforms and systems for operational management.
- Strong analytical and problem-solving abilities.
- Excellent communication and interpersonal skills.
- Flexibility to adapt to a fast-paced and dynamic work environment.
- Willingness to travel for a significant portion of their work schedule.
Working Conditions
- Additional time or occasional shift in schedule may be required to complete the above work or meet company objectives.
- This position requires extensive travel; at least 80% or more of this role’s time will be traveling.
Physical Demands
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 most of the day as well as walking and standing periodically. 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. Centria reserves the right to amend this job description at any time, with or without written notice.
