Director of Operations - Mental Health Practice

Counseling Works•Naperville, IL

1d•Hybrid

About The Position

Counseling Works is a growing behavioral health group practice with more than 30 clinicians and four offices across the Chicago suburbs. The Director of Operations is a core member of the leadership team and owns the practice’s operational teams, processes, and metrics, enabling clinicians to focus on client care and leadership to focus on growth. The role leads the operations side of the practice’s EOS scorecard and oversees systems spanning intake, billing, facilities, outreach, and technology. The Director manages operational team leads and helps them build effective teams and take ownership of their areas. The role is accountable for establishing reliable systems and processes, monitoring performance, supporting growth across multiple offices, and ensuring that operational work supports timely, compassionate, client-centered mental health care. The position is hybrid, with travel between the Naperville, Frankfort, Lemont, and Shorewood offices as needed.

Requirements

At least 3 years leading operations teams in healthcare, ideally outpatient or behavioral health.
Experience managing managers and holding people accountable to measurable results.
Working knowledge of the revenue cycle, including intake, eligibility, credentialing, billing, and collections.
Comfort building and running a scorecard and making decisions based on data.
Strong grasp of HIPAA and responsible handling of client information.
Bachelor’s degree in business, healthcare administration, human services, or a related field, or an equivalent combination of education and experience.
Exceptional boundary management, analytical and detail-oriented approach, ability to make decisions with incomplete information, and ability to lead with empathy and clarity.
Genuine appreciation for mental health care and understanding of confidentiality, clinician autonomy, and compassionate care.

Nice To Haves

Experience with EOS or a similar operating system, including L10s, Rocks, and scorecards.
Group private practice or multi-location experience.
Experience writing SOPs and training teams on them.
Familiarity with EHR and practice management systems and Google Workspace administration.
Master’s degree, such as an MHA, MBA, or human services degree.

Responsibilities

Lead the operations team, including weekly one-on-ones and department meetings, coaching team leads, and managing hiring, onboarding, and performance for operations roles.
Design department KPIs, maintain accurate operations scorecards and dashboards, and act promptly when measures are off track.
Oversee the client and revenue journey, including marketing and referrals, intake and scheduling, eligibility and billing, credentialing, and collections.
Build, document, maintain, and ensure adherence to operational systems and processes, including facilities, vendors, technology access, data security, and HIPAA safeguards.
Shape quarterly operations priorities (Rocks), raise issues at weekly leadership meetings, and turn growth ideas into actionable plans.
Help operations leads take ownership of their areas and solve problems, with clear deadlines and follow-up.
Take ownership of the operations scorecard and department meetings, identify operational gaps, and propose improvements.
Set operations Rocks for the next quarter and develop a staffing plan and fixes for identified operational gaps.