Director Customer Operations Jobs in Arizona (NOW HIRING)

The Operations Director sets the tone for the entire center's team member culture and family experience. This role is responsible for overseeing and managing all operational aspects within Centria Autism, including developing and managing schedules for Behavior Technicians, coordinating and overseeing assessments for clients, coordinating staffing activities, conducting center tours, and serving as a liaison with facility management to help maintain a clean and safe working environment. This role will partner with Clinical Leadership to support clinical outcomes, high quality care delivery, and to ultimately deliver growth. The Operations Director will lead Behavior Technicians by coordinating training and compliance needs, and issuing disciplinary action up to and including termination, and completing the offboarding process. This role will also develop strategies and initiatives to improve client and Behavior Technician retention. The Operations Director will play a vital role in ensuring smooth operations and maintaining high-quality standards throughout the organization.

1. Scheduling Coordination
   • Develop and manage schedules for Behavior Technicians, ensuring optimal coverage and adherence to company policies and guidelines.
   • Coordinate and oversee the scheduling of assessments for all clients, including the option to assist with re-assessments when necessary.
   • Align families, Behavior Technicians, and Supervising Clinicians to start new cases and confirm authorization, ensuring a smooth case start.
   • Coordinate staffing activities, including permanent staff allocation, substitution arrangements, and assigning multiple Behavior Technicians to clients as needed.
   • Confirm schedules weekly with Behavior Technicians and families.
2. Oversee Behavior Technicians and Operational/Center Processes
   • Assist with coordination of training and compliance needs.
   • Monitor Behavior Technician attendance and professionalism, in consultation with the Area Operations Director (AOD), and implement measures to maintain high performance standards.
   • Monitor and analyze center metrics to assess performance and identify areas for improvement.
   • Ensure adequate leadership coverage during all operating hours to maintain smooth operations and address any urgent issues.
   • Ensure smooth coordination of care for clients at clinical sites, including effective communication and collaboration with healthcare providers.
   • Actively participate in internal marketing initiatives, recognition programs, and Behavior Technician survey feedback, promoting a positive and engaging work culture.
   • Address and resolve issues related to paper document management, implementing efficient solutions to enhance accuracy and productivity.
   • Schedule and manage non-billable Behavior Technician hours and utilization of Behavior Technician hours to stay within budget.
   • Identify staffing needs, interview candidates, issue disciplinary action, and complete offboarding
3. Ensure the Operations Workflow Runs Smoothly by Coordinating with Other Departments and Families
   • Partner with the 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.
   • Facilitate effective communication and handoff processes between the Onboarding and Intake Teams and the Operations Team for seamless transition and service initiation.
   • Collaborate with the Information Technology (IT) Department to address and resolve operational IT issues, ensuring smooth functioning of systems and technology.
   • Review and coordinate conversations regarding insurance changes for clients, changes in case status, and ensure timely confirmation of authorizations.
   • Coordinate community outreach activities to promote Centria's services, establish partnerships, and generate leads.
   • Develop strategies and initiatives to improve client and Behavior Technician retention rates.
   • Ensure ongoing engagement with clients, including before the start of services and/or while they are on hold, addressing their needs and concerns, and maintaining a high level of customer satisfaction.
4. Maintain Compliance Regulations
   • Enforce compliance with center policies and procedures, accreditation standards, and training requirements, addressing any violations and implementing corrective actions.
   • Ensure adherence to medication administration protocols, coordinating with healthcare professionals and maintaining accurate records.
   • Ensure compliance with the dormant policy, manage offboarding processes for team members, and oversee the collection of iPads from departing team members.
5. Oversee Financial Processes
   • Oversee payroll and billing processes, ensuring accuracy, timeliness, and compliance with relevant regulations.
   • Take ownership of the profit and loss (PL) statement, monitoring financial performance and implementing strategies for improvement.
   • Provide administrative triage and one-call resolution for authorization and coordination of benefits (COB) issues, resolving them promptly and accurately.
6. Oversee Facility Operations
   • Take pride in the center or academy workspace, ensuring cleanliness and organization as well as quickly addressing issues as they arise.
   • Conduct center tours for prospective clients, providing information and showcasing the organization's services and facilities.
   • Serve as a liaison with facility management, ensuring effective communication and collaboration.
   • Maintain a safe working environment, implementing and enforcing safety protocols and emergency preparedness plans, promoting a culture of safety awareness.
   • Ensure compliance with Occupational Safety and Health Administration (OSHA) requirements, implementing necessary protocols and training.
   • Ensure compliance with labor law poster requirements, displaying all necessary posters in visible locations.
   • Oversee the purchasing process for operational supplies, ensuring cost-effectiveness and adherence to procurement policies.
   • Manage iPad assets (ordering, inventory management, maintenance, etc.)

$65,000 -75,000 plus bonus

• Bachelor's degree or equivalent experience
• Master's degree preferred

2-5 years of experience in operations management or sales, prior management of a team required.
Prior P&L experience preferred

• Working knowledge of laptop/desktop PC
• Proficiency in Microsoft Suite (Word, Excel)
• Proficiency in G Suite (Gmail, Drive, Docs, Sheets, Google Meet)

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

• Strong leadership skills with the ability to motivate and manage a diverse team.
• Excellent organizational and multitasking abilities.
• In-depth knowledge of credentialing processes, HR practices, and compliance requirements.
• Proven experience in managing budgets and financial performance.
• Strong problem-solving and decision-making skills.
• Excellent communication and interpersonal skills.
• Proficiency in using technology platforms and systems for operational management.
• Knowledge of accreditation standards and privacy regulations.
• Ability to adapt to a fast-paced and changing work environment.
• Availability for occasional travel as required.

• This role is required to be onsite.
• Additional time or occasional shift in schedule may be required to complete the above work or meet company objectives.

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.