Lead Operations Manager

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The Treetop ABA

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51 - 200 employés

Fondée en 2020

Rêvez. Croyez. Réalisez.

Description

• Directly manage, coach, and mentor Operations Managers who coordinate care between patients and technicians across multiple regions and states • Set clear expectations, drive accountability, and support professional growth • Build strong, engaged teams aligned around client outcomes • Establish clear expectations and standards, and ensure proper communications for: Technician engagement and stability, Client retention and satisfaction, Fulfillment of prescribed therapy, Service continuity and recovery from disruption • Ensure consistent execution of The Treetop’s client lifecycle procedures across regions • Monitor service fulfillment, disruption resolution, scheduled-to-actual performance, documentation quality, and retention of both clients and technicians • Identify trends, risks, and bottlenecks; implement corrective action plans • Monitor high-risk operational scenarios (extended service disruptions, repeated cancellations, pending discharges) • Ensure Operations Managers maintain strong, proactive relationships with families once services are active • Oversee escalation management for high-risk or complex client situations, including service disruptions and pending discharges • Reinforce a family-centered approach that balances operational efficiency with compassionate, responsive care • Ensure Operations Managers maintain strong, proactive relationships with technicians once they are assigned to a client • Create workflows to document and track technician satisfaction and performance • Build processes to and work with scheduling to ensure adequate hours for technicians • Collaborate with Clinical, Scheduling, Recruiting, and Executive leaders to ensure adherence to payer requirements, internal policies, and SOPs across all operational teams • Help design and refine compensation and incentive plans for Operations Managers that are aligned with client outcomes and service fulfillment • Support growth, standardization, and continuous improvement across regions, and drive continuous improvement initiatives using data in Salesforce

🎯 Exigences

• 5+ years in healthcare, behavioral health, ABA, or multi-site operations • 3+ years leading managers or senior team members • Strong coaching, accountability, and performance-management skills • Experience with clinic-based and/or home-based care models • Comfortable working in EMRs and scheduling systems (Lumary, CentralReach, or similar) • Experience using reporting and dashboards in Salesforce strongly preferred • Bachelor’s degree preferred (advanced degree a plus)

🏖️ Avantages

• Health, dental, and vision insurance • Life insurance • 401(k) with company match • Paid Time Off & Paid Holidays • Paid Training • Supportive team culture: Fun, collaborative, and focused on professional growth