Operations Director - LSAA

Centria Autism•Atlanta, GA

18h•Onsite

About The Position

The Operations Director is responsible for setting the team member culture and family experience within the center. This role oversees all sales and daily business operations with the goal of reaching full center capacity and achieving an optimal operating model. Key responsibilities include maintaining an up-to-date roster of Behavior Technicians (BTs), determining staffing needs, maximizing BT utilization, and managing daily scheduling to control overtime and non-billable hours. The Operations Director also leads BTs by coordinating training and compliance, handling disciplinary actions up to termination, and managing the offboarding process. Collaboration with the BT Recruiting Department is essential for aligning staffing needs and resources. The role's responsibilities are categorized into Customer Service, Team Member Satisfaction and Retention, Center Appearance/Maintenance, Daily Operations, HR/Compliance, and Center Growth.

Requirements

Bachelor's degree or equivalent experience
4+ years of customer service experience
Proven ability to garner referrals
Laptop or Desktop computer skills
G Suite (Gmail, Drive, Docs, Sheets, Google Meet)
Microsoft Office Suite (Word, Excel)
Ability to follow written instructions.
Ability to use computers and computer/software programs.
Ability to communicate expressively and receptively.
Proficiency in PC software, especially spreadsheet programs
Strong communication skills, both written and verbal with internal and external stakeholders
Extensive experience managing team member performance and leading a team
Ability to build rapport with team members, explain complicated information in an approachable and easily understood manner, effectively handle challenging conversations, and represent the LSAA brand.

Nice To Haves

5-8+ years of managing 20+ staff
4+ years of sales experience
Payor relationship experience
Healthcare experience

Responsibilities

Provide excellent customer service and champion Life Skills Autism Academy’s growth
Conduct sales, marketing, and advertising duties in order to grow the academy’s client base to full capacity.
Assist clients and families in accessing treatment by guiding them through the intake process.
Maintain communication with prospective clients and ensure appropriate expectations of the intake process and timeline for how soon we can get services started.
Align all resources (Supervising Clinicians, Behavior Technicians, and Clients) to ensure clients access therapy in the quickest, smoothest manner.
Ensure the cleanliness and appearance of the center meet the highest standards of care.
Ensure all standard supplies are set to a recurring monthly order and other supplies are ordered as needed.
Work with the Facilities and Purchasing departments to promptly address all issues as they arise within the center and coordinate necessary maintenance.
Ensure center is meeting all compliance/credentialing standards (JCAHO, BHCOE).
Monitor center expenses to stay within monthly budget.
Assist in hosting center events (activity days, birthdays, anniversaries, graduations, etc.).
Enter the schedules into all required systems and communicate schedule changes with staff.
Coordinate with Recruiting Department to ensure alignment with our staffing needs while taking new clients and turnover into account.
Conduct interviews for new Behavior Technicians.
Track all daily operations metrics on the appropriate shared spreadsheets.
Responsible for tracking Behavior Technician attendance and addressing/issuing disciplinary action when necessary.
Address any professionalism concerns and issue Performance Improvement Plans and Disciplinary Action Forms to team members as needed.
Responsible for tracking client attendance and addressing low utilization with their families and discussing agreeable solutions to barriers.
Schedule and manage non-billable Behavior Technician hours to stay within budget.
Ensure staff are only being placed with clients with whom they are credentialed to work with.
Assist with coordination of training and compliance needs.
Work with in-home operations to find coverage for clients or help facilitate team member and client transfers, as needed.
Gather necessary documentation to offboard Behavior Technicians, as needed.
Collect Behavior Technician resignation letters, performance improvement documentation, and termination letters, as needed, to accurately document reasons for BT offboarding.
Complete all required offboarding procedures within Kronos.
Secure all Life Skills Autism Academy equipment and property from department BTs, including but not limited to, iPads and therapy equipment.
Manage payroll and billing accuracy via daily reviews to ensure documentation is being submitted properly and schedules match the submitted documents.
Provide day to day administrative support in the LSAA Center, such as greeting clients, placing supply orders, faxing, filing, etc. as needed.
Perform other duties as designated by supervisor.