Call Center Operations Manager Jobs in Madison, WI

The Clinical Operations Manager (COM) leads and is accountable for both the operational and clinical components of service delivery. This role requires consistent coordination with clinical care teams and administrative functions, including understanding and accountability for key performance indicators (KPIs), ensuring timely access to care, maintaining quality clinical delivery, and promoting continuity of care for patients. The COM is responsible for planning, deploying, assessing, and problem-solving activities that support stakeholders-including employees, patients, and families-while fostering strong community relationships and protecting the organization's reputation for excellence. The COM leads by exemplary professionalism and is responsible for developing and nurturing positive, trust-building, and productive relationships with internal and external stakeholders. This role coordinates communication and collaboration across teams and departments to optimize program outcomes and staff performance, while driving results aligned with the organization's goals, priorities, and metrics.Job Duties & Responsibilities: Operational Oversight:

• Oversee daily program operations, including staffing, scheduling, and resource allocation to ensure efficient and effective service delivery.

• Manage workforce functions, including hiring, onboarding, training, performance management, and staff development.

• Maintain accountability for team performance and adherence to organizational standards.

• Oversee physical plant/environment of care in collaboration with support departments to ensure safety, functionality, and compliance.

• Develop and maintain relationships with external vendors and service partners to support operational needs across programs, including facility and site management requirements where applicable.

• Monitor patient census, referral trends, and local market demand to optimize capacity and access to care.

• As required per program and/or level of care, will participate in a call schedule, and may at times need to respond onsite to urgent issues, emergencies, and coverage of critical staffing gaps, outside of regular working hours, including nights, weekends, and holidays.

• Financial and Resource Management:

  • Manage departmental budgets and staffing models to align with patient demand and financial performance expectations.

  • Participate in the annual budgeting process and monitor ongoing financial performance on a monthly basis through monthly operating reports.

  • Identify opportunities to improve operational efficiency while maintaining quality of care.

Clinical Services Oversight:

• Ensure delivery of high-quality clinical care in alignment with organizational standards, evidence-based treatment protocols, and individual patient needs, including effective care coordination and discharge planning to support continuity of care.

• Provide or oversee clinical supervision in accordance with regulatory and licensure requirements, supporting staff development and increasing clinical independence.

• Provide clinical oversight of patient safety, including ongoing risk assessment, supervision practices, and implementation of safety protocols to ensure a safe therapeutic environment. Additionally, monitor safety incidents and implement improvements to reduce risk and enhance patient care.

• Support staff in crisis management, including coordination with emergency services when appropriate.

• Ensure multidisciplinary collaboration through consistent and effective treatment team meetings (TTMs).

• Be visibly and consistently present in care settings, rounding with staff and patients and conducting real-time observation to drive clinical quality and continuous improvement.

• Review and audit electronic health records weekly to ensure compliance with documentation standards.

• Collaborate with providers and other treatment team members to support integrated patient care.

• Support training and ongoing professional development of clinical staff.

• Provide direct patient care and therapeutic services to patients, as needed to support program function and clinical quality, to include completion of ASAM dimensional assessments when necessary.

• When applicable, oversee recruitment and coordination of intern candidates.

• Foster strong cross-disciplinary collaboration among all care team members to ensure integrated, high-quality, and seamless patient care.

Quality & Performance Improvement:

• Implement and sustain quality improvement initiatives to enhance patient outcomes and program effectiveness.

• Monitor key clinical and operational metrics and implement data-driven improvements.

• Contribute to the development and execution of organizational strategic initiatives.

Regulatory Compliance:

• Ensure compliance with all relevant state and federal regulations.

• Maintain knowledge of supervision and licensure requirements across states and disciplines (e.g. counseling, social work, etc.).

• Lead or support investigations related to incidents, complaints, and grievances, including development and execution of action plans.

• Partner with patients and families to resolve concerns and support a positive care experience.

• Ensure compliance with safety protocols, drills, and environment of care standards.

Team Leadership & Culture:

• Build, lead, and retain a high-performing, engaged clinical team.

• Foster a culture of accountability, collaboration, and continuous improvement.

• Lead by example and provide direct support to team when needed.

• Actively identities and supports team-building opportunities through planned initiatives and everyday interactions.

Community Relations:

• Develop and maintain relationships with referral sources, payers, and community partners.

• Collaborate with outreach and additional site clinical leadership to align services with community needs and optimize program capacity.

• Participate in community engagement efforts, including presentations, committees, and professional organizations, to promote program visibility and growth.

Additional Job Description:

Education/Training Requirements:

• Master's degree in social services or a related field (ex. Registered dietitian or nurse), with an active clinical license issued by the appropriate state licensing board (e.g., Wisconsin Department of Safety and Professional Services). In MHAR programs, a separate substance use clinical supervisor license and/or proof of being knowledgeable in addictiontreatment via education and/or experience is required.

  • Ability to supervise direct care staff towards licensure is preferred.

• Minimum of four (4) years of clinical experience providing direct care using evidence-based treatment approaches; at least two (2) years experience in a psychiatric facility is preferred.

• Minimum of two (2) years of supervisory experience is strongly preferred.

• An understanding and a thorough knowledge of the following: social service administration, supervision, consultation, the community and its resources, the dynamics of human growth and behavior, therapy skills and techniques for all age groups. Additional experience in substance use disorder treatment services is preferred.

• American Heart Association (AHA) CPR certification required within thirty (30) days of hire, with bi-annual re-certification.

• Training in Nonviolent Crisis Intervention (NCI) required within sixty (60) days of hire or transfer, with annual re-certification.

Advanced Practice Social Worker - Cert, Licensed Clinical Social Worker - Cert, Licensed Professional Counselor - Cert, Lic Marriage and Family Therapist - Cert

With a career at Rogers, you can look forward to a Total Rewards package of benefits, including:

• Health, dental, and vision insurance coverage for you and your family
• 401(k) retirement plan
• Employee share program
• Life/disability insurance
• Flex spending accounts
• Tuition reimbursement
• Health and wellness program
• Employee assistance program (EAP)

Through UnitedHealthcare, UMR and HealthSCOPE Benefits creates and publishes the Machine-Readable Files on behalf of Rogers Behavioral Health.To link to the Machine-Readable Files, please visitTransparency in Coverage (uhc.com)