Director of Operational Processes

About Us:

Playabilities is a growing multidisciplinary pediatric occupational, physical, and speech therapy clinic. There are currently two clinic locations in the Kansas City area (Leawood, KS, and Prairie Village, KS) and the company plans to open additional locations over the next few years. We provide personalized, intensive, and client-centered therapy services for children with various neurodevelopmental disabilities including developmental delays, autism, and sensory processing disorder. We provide a relaxed, yet professional work environment consisting of a collection of highly motivated, self-driven therapists and administrative team members who feed off each other’s love for their job and compassion for helping our families. The culture of our clinic is service-oriented, and our highest objective is providing the best possible treatment and care for our clients, every step of the way. 

We are seeking an experienced and strategic-minded individual to join our team as a Director of Operational Processes. This role serves on our Leadership Team and will be instrumental in providing direction and oversight to administrative processes and initiatives, managing key metrics, and optimizing workflows within various systems. This growth-oriented individual will be detail-driven, appreciate complex challenges, love data and processes, and also serve as an inspirational leader to their team. This person must be passionate about making a difference and building a village to successfully implement strategic solutions. The ideal candidate should have a proven track record in process improvement, project management, and team collaboration.

Director of Operational Processes responsibilities include:

Key Responsibilities:

Strategic Direction and Oversight of Intake and Scheduling

• Develop and implement strategic initiatives to optimize administrative processes to ensure we are leveraging available technologies to their greatest benefit while maintaining a great employee and client experience.
• Provide leadership to the intake and scheduling team to ensure alignment with organizational goals.
• Oversee the intake and scheduling process and all communication involved with families.
• Collaborate with cross-functional teams to share insights, outcomes, and best practices.
• Contribute innovative ideas and solutions to improve overall operational efficiency.
• Tracks clinic capacity by hour on a recurring basis to ensure we are aligning therapist availability with appropriate space for effective treatment.

Data Management and Reporting

• Manage the reporting of various company metrics through our reporting tools and business intelligence platform. Ensure they are configured to deliver the right information at the right times to the right audience.
• Serves as the primary lead on all process-driven electronic medical records (EMR) system updates, ensuring consistency in processes being followed.

• Analyze our intake and scheduling data to identify trends, areas for improvement, and opportunities for increased efficiency. 
• Establish and monitor key performance indicators related to wait times, communication, effectiveness, etc.
• Prepare regular reports for the Executive and Leadership teams, highlighting performance and areas of focus.
• Assist cross-functional departments with managing their data to the highest benefit of the team.
• Prepares semimonthly payroll file and tracks ongoing data related to employee performance-based metrics.

Workflow Management within Systems

• Oversee and manage workflows within systems such as Microsoft SharePoint and Teams, Raintree, our Human Resources Information System (HRIS), and other relevant platforms.
• To optimize workflows, processes, and interoperability, collaborate with IT and relevant stakeholders to ensure seamless integration and optimal system utilization.
• Serves as a testing development partner with Raintree, providing feedback on potential product enhancements and if they would meet the criteria for a minimum viable product.
• Troubleshoots and addresses organization-wide issues related to system workflows.

Process Evaluation and Documentation

• Evaluate existing cross-departmental processes to identify areas for improvement. Establish the baseline data, create a goal, and execute on a plan to not only meet, but maintain or exceed the desired outcomes.
• Organize and lead cross-functional ad hoc workgroups focused on streamlining processes and enhancing the client experience.
• Document and communicate processes across all departments to ensure consistency and compliance, ensuring all locations are utilizing the same set of processes.
• Continually monitor our processes to ensure they are accurately being followed as intended.
• Ensure that all intakes and scheduling processes are driven by ease of use, responsive to client needs, optimized for plans of care, and in compliance with state and federal regulations.

Qualifications:

• Bachelor's degree or higher in Business Administration, Management, or a related field.
• Preference will be given to candidates with Lean or Six Sigma certification and/or Project Management Certification. 
• Proven experience in advanced data analysis, process improvement, and project management.
• Proficiency in utilizing and optimizing various software systems (e.g., Sharepoint, Teams, Raintree).
• Previous experience configuring data sets in Tableau, Domo, Power BI, Yellowfin, or similar business intelligence platforms.
• Four or more years of previous supervisory experience required.
• Strong analytical and problem-solving skills.
• Experience analyzing data in a healthcare setting, preferably including but not limited to outpatient therapy, preferred.
• Excellent communication and presentation abilities.
• Proven leadership skills, including the ability to collaborate with multidisciplinary teams and drive change.

Direct Reports

1. Scheduling Managers

Details of Position:

• Hours: 40 hours/week, Monday-Friday

Required Skills and Abilities

• Set high standards of performance for self and others; assume responsibility and accountability for successfully completing assignments or tasks; self-impose standards of excellence rather than having standards imposed.
• The successful candidate must demonstrate a high level of discretion and the ability to maintain confidentiality at all times. This includes handling sensitive information with utmost care, respecting privacy guidelines, and adhering to company policies regarding the protection of confidential data. Experience in handling confidential information in previous roles and a commitment to upholding confidentiality standards are essential for this position.
• Use appropriate interpersonal styles to establish effective relationships with clients and internal partners; interact with others in a way that promotes openness and trust and gives them confidence in one's intentions.
• Develop and use collaborative relationships to facilitate the accomplishment of work goals.

Physical Demands

• Frequently required to sit for extended periods of time.
• Occasionally lifts and/or moves up to ten (10) pounds.
• Ability to leverage multiple components on a computer to maximize productivity.

Work Environment

• Duties are performed in a professional and deadline-oriented environment in an office setting.

Playabilities’ Core Values
Playabilities take great pride in having a culture of belonging and excellence. Each employee embodies Playabilities’ Core Values.

Passionate about making a difference

• We are energized through serving others.

Learn and innovate

• We strive for personal and professional growth to continuously better serve our company and community.

Do the right thing

• We prioritize relationships and make all decisions, but especially people decisions, with integrity.

We build a village

• We provide connections and build relationships as a foundation of our services. We build skills and resilience after this foundation is built.

Share joy and have fun

• We approach our interactions with our families with the intention of helping them achieve and maintain “joie de vivre” or joy of life!

The Ideal Candidate:
Candidates will need to be highly organized and self-driven to maintain and improve upon current processes. The ideal candidate will inspire others to not only identify areas for improvement, but enable them to solve challenges themselves, be a quick learner, an effective communicator, a process expert, and capable of juggling multiple tasks and responsibilities at one time while providing excellent customer service.

We offer competitive compensation and benefits packages and provide a supportive work environment that fosters professional growth and development.

This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of the Employer.

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