Operations Performance Manager Jobs in Forest, VA

JOIN A MISSION-DRIVEN PRACTICE THAT SERVES WITH PURPOSE

For more than 30 years, Light Counseling has served thousands of individuals, couples, and families across Virginia and beyond. We provide professional, confidential, distinctly Christian counseling grounded in clinical excellence and God's truth.

Our mission is simple: bring hope to the hopeless and healing to the hurting.

We are seeking an Intake Manager who is passionate about leading people, improving processes, and ensuring every prospective client experiences a compassionate, efficient, and welcoming first impression. This position combines direct client interaction with leadership responsibilities, overseeing the Intake team while actively participating in the intake process.

WHY JOIN LIGHT COUNSELING

• Meaningful work that directly connects individuals and families with the care they need
• Opportunity to lead and develop a high-performing intake team
• Collaborative and supportive leadership environment
• Mission-driven culture rooted in faith and service
• Ability to shape processes, improve client experience, and drive operational excellence

CONFIDENTIALITY NOTICE

Employment with Light Counseling is confidential and adheres to all federal and state privacy laws and practices (including HIPAA). Employees are expected to exercise sound judgment, maintain discretion, and operate with independence, flexibility, and professionalism within the framework of company policies and procedures.

DUTIES AND RESPONSIBILITIES

Client Intake & Scheduling

• Serve as an active member of the Intake team by handling incoming client inquiries via phone, email, and online requests
• Conduct intake screenings and collect required demographic, insurance, and payment information
• Schedule clients with the most appropriate providers based on specialty, availability, and clinical recommendations
• Maintain accurate and timely documentation within the Electronic Health Record (EHR) system
• Provide compassionate, professional service while helping prospective clients navigate the intake process

Leadership & Team Development

• Lead, coach, and supervise the Intake Specialists while continuing to support daily intake operations
• Train new team members and provide ongoing coaching, mentorship, and performance feedback
• Foster a collaborative, client-centered culture focused on responsiveness, empathy, and excellence
• Support employee development and encourage continuous learning and accountability

Operations & Performance Management

• Develop, implement, and maintain an Intake Scorecard to monitor key performance indicators such as response times, conversion rates, appointment completion, and client satisfaction
• Analyze intake data to identify trends, opportunities, and operational improvements
• Recommend and implement process enhancements that improve efficiency and client experience
• Ensure consistent intake workflows across all office locations and teletherapy services

Collaboration & Care Coordination

• Partner with Clinical Directors and Site Leaders to ensure appropriate client placement
• Collaborate with the Billing Manager to verify insurance eligibility and financial readiness
• Work closely with the Client Care Manager to ensure seamless transitions between intake, scheduling, and ongoing client support
• Coordinate with the Marketing Manager to optimize lead management, referral tracking, and HubSpot automation

Compliance & Documentation

• Ensure compliance with HIPAA and all applicable federal and state privacy regulations
• Oversee the accuracy and completeness of client records, insurance documentation, and intake information
• Maintain high standards for documentation within the EHR and HubSpot platforms

Additional Responsibilities

• Research and implement best practices for behavioral health intake operations
• Support organizational initiatives and continuous quality improvement efforts
• Perform other duties as assigned to support the mission and growth of Light Counseling

KNOWLEDGE, SKILLS, & ABILITIES

• Strong leadership, coaching, and team development skills
• Excellent communication and interpersonal abilities
• Exceptional organizational and time management skills
• Ability to balance direct client service with leadership responsibilities
• Strong critical thinking and problem-solving abilities
• Data-driven mindset with the ability to analyze performance metrics and identify improvement opportunities
• Proficiency with Electronic Health Record (EHR) systems and CRM platforms, preferably HubSpot
• Familiarity with insurance verification and behavioral health intake processes
• Ability to maintain confidentiality while exercising sound judgment and professionalism
• Ability to collaborate effectively across Clinical, Billing, Marketing, and Client Care departments
• Comfortable working in a fast-paced environment while managing multiple priorities

MINIMUM QUALIFICATIONS

• High School diploma or equivalent required
• Associate's or Bachelor's degree in Psychology, Healthcare Administration, Business, or a related field preferred
• Minimum of two years of experience in client intake, scheduling, client services, or healthcare administration
• Previous experience leading, training, or supervising staff preferred
• Strong computer proficiency and experience learning new software platforms

PREFERRED QUALIFICATIONS

• Experience in a behavioral health, counseling, or healthcare setting
• Experience with Electronic Health Record (EHR) systems
• Experience using HubSpot or other CRM platforms
• Knowledge of insurance verification and behavioral health documentation
• Experience developing or managing performance metrics and operational reporting

BENEFITS

• Competitive pay
• 401(k) retirement plan with company match
• Opportunities for professional growth and leadership development
• Work in a supportive, collaborative, and purpose-driven environment
• Participation in company events and mission-focused initiatives
• On-site role supporting multiple locations and teletherapy operations