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Operations Center Manager for CA

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Operations Center Manager for CA
, CA
Operations Center Manager for California

The Stepping Stones Group is transforming the lives of children, families, and communities together through our exceptional therapeutic and behavioral health services. We believe our Core Values embody the culture of our organization: Trust, Integrity, Results, Quality, Community, and Inclusivity.  


The Stepping Stones Group is committed to diversity and inclusion. As a socially conscious employer driven by purpose, we welcome all people who have the heart to join us in our mission to transform lives together. We celebrate the diversity of our colleagues and believe by listening, learning, and empathizing with each other's life experiences we become a stronger organization. If you believe every day is an opportunity to make a difference, we would like to meet you! 

Position Summary:

Play a pivotal role in overseeing and optimizing our day-to-day operations. The Center Operations Market Manager is responsible for streamlining processes, managing resources, and driving overall operational efficiency to ensure the organization runs smoothly and achieves its strategic goals. This is a remote position with frequent visits to centers in California. 

Outcome Measures:
  • Drive full utilization of client schedule availability to drive full employment of teams, markets hitting their operations goals, and satisfy families.
  • Outstanding end of month non-billable appointments at less than $1,000 by division/office within 5 days of the close of a month.
  • Monthly cost center(s) report produced for the Senior Regional Clinical Director's review within 5 days of the close of the month prior. 
  • Track the successful completion of projects or tasks within set deadlines and with the desired quality. 
  • Achieve Client NPS score +60 in each survey window.
  • Ensure safety and compliance of centers with SSG center requirements. 

  • Identifies what is needed on a macro level for the company; structures the course of the week with the market team; assigns tasks and follows up with the team including time management and accurate completion of the task 
  • Report market progress to Director of Operations and market Senior Regional Clinical Director and working with them to improve office and center operations and procedures
  • Implement new strategies and policies as needed 
  • Billing, payroll, and general reporting
  • Supporting mutually beneficial scheduling of staff and clients 
  • Managing team member and client relations 
  • Provide support to ensure the financial health of each office/center in the designated region based on prescriptive KPI such as Gross Margin; this will be accomplished by:
    1. Providing the clinical team with essential billable information.
    2. Monitoring of expiring authorizations.
    3. Following up with clinical and A&E dept to ensure reports are submitted on time.
    4. Building and maintaining strong communication lines between departments to ensure proactivity.
  • Communicate, implement, and represent SSG's policies and mission.
  • Create and maintain strong team member engagement and culture 
  • Partner with the market leaders to obtain/maintain high scores in client and team member satisfaction
  • Accountable for learning and employing business systems, legal practices, HIPAA compliance, and technology as mandated by SSG 
  • Track data and prepare management reports (treatment adherence, productivity, timesheets) 
  • Prepare and maintain client rosters and files, including the timely and accurate submission of treatment plans for the purpose of re-authorization 
  • Develop and implement strategies for reducing NBS appointments 
  • Manage all aspects of the markets purchasing budget and oversee the tracking of social engagement budget 
  • Lead outreach efforts to meet minimum growth requirements each month and establish mutually beneficial relationships with community entities (e.g., schools, doctor offices, parent organizations, etc.) 
  • Leads improvements in areas of KPI's and market growth to support the financial health of the market 
  • Maintain client and team member privacy in accordance with SSG policy and HIPAA regulations 
  • Provide training and support to team members on effective task management practices
  • Conduct periodic reviews to ensure quality and accuracy of task documentation 
  • Monitor and track the progress of tasks within the performance management platform and/or ticketing systems 
  • Implement strategies to improve timely completion of new hire onboarding (e.g., course follow ups, RBT training compliance, field and shadowing clearance) 
  • Ensure the maintenance of RBT certification and other on-going training requirements are completed (e.g. PBS, Sexual Harassment) to meet payer requirements
  • Verify the accuracy of data entries by comparing them to the source documents or other reliable reference points.
  • Facilities management for day-to-day safety, compliance and maintenance in accordance with center budget and in coordination with Facilities Director

Job Qualifications:
  • Prior experience in a coordination or scheduling role is beneficial  
  • Documented experience coordinating or managing administrative staff 
  • Strong aptitude for learning new web-based systems 
  • Well organized and punctual, able to maintain multiple projects simultaneously, strategically prioritize own work 
  • Excellent Customer service 
  • Proactive with a strong work ethic 
  • Excellent communication skills, both written and verbal 
  • Strong organizational and time management skill 
  • Demonstrated ability to work independently 
  • Ability to lead in a complex and sometimes stressful environment while maintaining a calm and focused demeanor 
  • Decisive with an operational, implementation, and detail-oriented perspective 
  • Excellent leadership and people development skills; "leads by example" 
  • Proactive, results-oriented, creative problem solver
  • Demonstrated ability to exercise considerable judgment, maintain confidentiality, and communicate in a diplomatic manner 
  • Ability to prioritize and execute effectively 
  • Desire to learn the clinical side of the SSG model 
  • Excellent computer skills including Outlook, Word, Excel, and PowerPoint 
  • Key Characteristics: Professional, reliable, adaptable, compassionate, active listener, enthusiastic

Education/Certifications Required: 
  • High school diploma or equivalent required 
  • A minimum of 2-4 years' experience in management required 
  • Pass DOJ Clearance 

Beneficial Experience: 

  • Previous experience running a school and Applied Behavior Analysis (ABA) center program. 
  • Experience working within Central Reach 
  • Knowledge of ABA authorizations 
  • Ability to perform project management 
  • Excellent written and verbal business communication skills. Excellent critical thinking skills 
  • Excellent interpersonal skills to build effective partnering relationships 
  • Ability to build and lead sustainable teams. 
  • Willingness to learn and acquire new skills as needed