Director of Operations - Mental Health Practice

Counseling Works•Naperville, IL

4d•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 owns the practice’s operational teams, processes, and metrics, enabling clinicians to focus on client care and leadership to focus on growth. As a core member of the leadership team, this role owns the operations side of the practice’s EOS scorecard and is accountable for systems spanning intake, billing, facilities, outreach, and technology. The Director manages team leads and empowers them to run their departments effectively. The role leads operations staff and team leads, oversees performance and department KPIs, and maintains reliable processes and dashboards. It oversees the client and revenue journey from initial inquiry through payment, including marketing and referrals, intake and scheduling, eligibility and billing, and credentialing. The Director also documents and maintains operational systems, supports facilities and vendors, technology access, data security, and HIPAA safeguards, and translates quarterly priorities and growth ideas into actionable plans. This position is hybrid and may require travel among the Naperville, Frankfort, Lemont, and Shorewood offices as needed. Compensation is a salary of $80,000 or more per year, based on experience.

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.
Strong boundary management, analytical and detail-oriented approach, decision-making 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; coach team leads; and handle hiring, onboarding, and performance for operations roles.
Design department KPIs, maintain accurate operations scorecards and dashboards, and respond when measures go off track.
Oversee the client and revenue journey, including marketing and referrals, intake and scheduling, eligibility and billing, credentialing, and collections-related operations.
Build, document, maintain, and ensure adherence to operational processes, including those for 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.
Set and maintain department KPIs and ensure team leads own problems with clear deadlines and follow-up.