Operations Director

Centria Autism•Raleigh, NC

10d•Onsite

About The Position

The Operations Director sets the tone for the center’s team member culture and family experience and oversees operational aspects of Centria Autism. The role manages Behavior Technician schedules, coordinates client assessments and staffing, conducts center tours, and liaises with facility management to maintain a clean and safe working environment. In partnership with Clinical Leadership, the Operations Director supports clinical outcomes, high-quality care delivery, and organizational growth. The role leads Behavior Technicians by coordinating training and compliance needs, monitoring attendance and professionalism, issuing disciplinary action up to and including termination, and completing offboarding. The Operations Director develops strategies to improve client and Behavior Technician retention and ensures smooth operations and high-quality standards across scheduling, staffing, compliance, finances, and facility operations. This position is onsite. Additional time or an occasional schedule shift may be required to complete the work or meet company objectives. Occasional travel may be required.

Requirements

Bachelor’s degree or equivalent experience.
2–5 years of experience in operations management or sales.
Prior experience managing a team.
Working knowledge of laptop or desktop PCs.
Proficiency in Microsoft Suite, including Word and Excel.
Proficiency in G Suite, including Gmail, Drive, Docs, Sheets, and Google Meet.
Ability to follow written instructions and use computers and software programs.
Ability to communicate expressively and receptively.
Strong leadership skills and ability to motivate and manage a diverse team.
Excellent organizational and multitasking abilities.
In-depth knowledge of credentialing processes, HR practices, and compliance requirements.
Proven experience managing budgets and financial performance.
Strong problem-solving and decision-making skills.
Excellent communication and interpersonal skills.
Proficiency with technology platforms and systems for operational management.
Knowledge of accreditation standards and privacy regulations.
Ability to adapt to a fast-paced and changing work environment.
Availability for occasional travel as required.

Nice To Haves

Master’s degree preferred.
Prior P&L experience preferred.

Responsibilities

Develop and manage Behavior Technician schedules to ensure coverage and compliance with company policies and guidelines.
Coordinate client assessment scheduling and assist with reassessments when necessary.
Align families, Behavior Technicians, and Supervising Clinicians to start cases and confirm authorization.
Coordinate permanent staffing allocations, substitutions, and multiple Behavior Technicians assigned to clients as needed.
Confirm schedules weekly with Behavior Technicians and families.
Coordinate training and compliance needs; monitor Behavior Technician attendance and professionalism in consultation with the Area Operations Director and implement measures to maintain performance standards.
Monitor and analyze center metrics to assess performance and identify areas for improvement.
Ensure adequate leadership coverage during operating hours and coordinate client care at clinical sites with healthcare providers.
Participate in internal marketing initiatives, recognition programs, and Behavior Technician survey feedback.
Resolve paper document management issues and schedule non-billable Behavior Technician hours and utilization within budget.
Identify staffing needs, interview candidates, issue disciplinary action, and complete offboarding.
Partner with the Director of Clinical Services to drive growth, support clinical outcomes, and align service delivery with Centria’s clinical model and philosophy.
Coordinate communication and handoffs between Onboarding and Intake Teams and Operations.
Collaborate with IT to resolve operational technology issues.
Coordinate conversations about client insurance changes and case status, and confirm authorizations in a timely manner.
Coordinate community outreach to promote services, establish partnerships, and generate leads.
Develop initiatives to improve client and Behavior Technician retention and maintain client engagement and satisfaction before services begin or while clients are on hold.
Enforce center policies, procedures, accreditation standards, and training requirements; address violations and implement corrective actions.
Ensure medication administration protocol compliance, coordinate with healthcare professionals, and maintain accurate records.
Enforce the dormant policy, manage team member offboarding, and oversee collection of departing team members’ iPads.
Oversee payroll and billing for accuracy, timeliness, and regulatory compliance; manage the P&L statement and pursue financial improvements.
Provide administrative triage and one-call resolution for authorization and coordination of benefits issues.
Maintain a clean and organized center or academy workspace and conduct tours for prospective clients.
Liaise with facility management and maintain a safe work environment through safety protocols and emergency preparedness plans.
Ensure OSHA compliance and required labor law posters are displayed in visible locations.
Oversee purchasing of operational supplies for cost-effectiveness and compliance with procurement policies.
Manage iPad ordering, inventory, and maintenance.