Operations Specialist - Northwest District - Internal Posting

Quality Moments Behavioral Health•Toledo, OH

4d•Onsite

About The Position

The Operations Specialist provides hands-on onboarding, training, coaching, documentation oversight, and client care coordination across assigned sites. Working under the direction of the District Manager or Assistant District Manager, the role promotes person-centered care, staff accountability, regulatory compliance, and continuous improvement. The position works at assigned facilities and agency locations and may travel among locations. The specialist supports staff development and operational coordination, including training employees on agency policies, workflows, EHR documentation, service expectations, and approved procedures. The role also assists with client intake and service coordination, provides direct person-centered behavioral health services when needed within the employee’s qualifications and authorized scope, and works alongside employees to model appropriate therapeutic interventions and support client engagement. The position monitors documentation and supports quality reviews, audits, corrective actions, and process improvement in collaboration with clinical, quality assurance, and compliance leadership. Clinical approval and functions requiring professional licensure or authorization remain with authorized clinicians. The specialist also communicates staff concerns, training needs, and performance trends to the District Manager and performs other duties as assigned by the District Manager or designated leadership.

Requirements

Preferred 3–5 years of experience in behavioral health, case management, social services, staff training, or related operations.
Working knowledge of behavioral health services, client-centered practices, confidentiality, documentation, and applicable regulatory expectations.
Strong organizational, time-management, communication, teaching, presentation, and problem-solving skills.
Ability to manage multiple priorities.
Comfort with EHR systems, digital learning tools, and modern training methods.
Commitment to ongoing professional development.
Valid driver’s license, reliable transportation, and state-required automobile insurance.
Ability to pass applicable background and motor vehicle checks.
Ability to travel among assigned locations and work occasional evenings or weekends as operationally necessary.
Direct client services must remain within the employee’s qualifications, training, and authorized scope of practice; the role does not independently perform clinical functions requiring professional licensure or authorization.

Nice To Haves

Supervisory or coaching experience is strongly preferred.

Responsibilities

Coordinate new-hire orientation, first-day support, site onboarding, and role-specific training with Human Resources and district leadership.
Train employees on agency policies, workflows, EHR documentation, service expectations, and approved procedures.
Provide field coaching, refresher training, and practical guidance to Client Care Specialists and other assigned staff.
Identify training gaps through observation, audits, staff feedback, and performance trends; recommend improvements to district and clinical leadership.
Track training completion, evaluate training effectiveness, and support compliance with the agency training plan.
Support intake, service coordination, consent collection, client forms, and insurance-related workflows in collaboration with authorized staff.
Help coordinate behavioral health services with licensed clinicians, clients, families, guardians, and facility partners.
Monitor client access, follow-up needs, continuity of service, and satisfaction, escalating clinical or operational concerns appropriately.
Assist the District Manager with daily site needs, staffing transitions, workflow consistency, and resolution of operational barriers.
Provide direct, person-centered behavioral health services as needed, within the employee’s qualifications, training, and authorized scope of practice.
Support high-quality behavioral health services that promote client well-being, independence, recovery, and individualized treatment goals.
Oversee assigned client care coordination activities to support timely access, continuity of care, and effective communication among clients, families, guardians, healthcare providers, and facility staff.
Work alongside employees providing client care, offering guidance, modeling appropriate therapeutic interventions, assisting with client engagement, and reinforcing agency standards and best practices.
Review and monitor documentation for timeliness, completeness, accuracy, and adherence to agency requirements; facilitate corrections and escalation when needed.
Support review of service plans, progress notes, intake records, and discharge documentation within assigned authority; clinical approval remains with authorized clinicians.
Promote compliance with HIPAA, CARF standards, applicable Ohio requirements, payer rules, and agency policies.
Collaborate with Clinical Leadership, Quality Assurance, and Compliance on audits, corrective actions, and process improvement.
Serve as a resource for staff questions, coaching, problem-solving, and consistent implementation of district procedures.
Communicate emerging concerns, training needs, and performance trends to the District Manager; contribute to team meetings and reporting.
Promote a respectful, supportive, collaborative, and accountable work environment.
Perform other duties as assigned by the District Manager or designated leadership.