Company: Great Expectations ABA is a place where children don't have to say, "I'm sorry." We provide comprehensive autism therapy services and implement care plans for children on the spectrum. Our ABA therapy treatment program for children with autism, ages 3 – 12, focuses on increasing communication levels, improving social skills, and developing independent living skills.
Our Mission: Great Expectations ABA provides children with Autism, individualized, quality, and compassionate therapy across all communities changing the lives of children and families in need.
We are looking for a proficient multi-tasker with excellent communication skills and an upbeat attitude. The Operations Manager will manage a range of tasks that drive center performance and productivity and is a key influencer in ensuring the center achieves peak performance metrics. Operations Manager are stewards of Servant Leadership who act in a way that supports the Company’s valued behaviors and who are committed to meeting the needs of the team and the growth of its people. Successful Operations Manager take the initiative & solve problems as they arise, are cognizant of how their interactions and decisions affect others and demonstrate flexibility and resilience. They can analyze, interpret, and act on data and information to support employee, center, and company goals. Office Managers take ownership of their center’s success and seek opportunities to collaborate with other managers to ensure all goals are met. They are a decision-makers and influencers that support the positive experience of both employees and clients/families. This role reports directly to the Founder/Manager.
Day to Day Center Operations
Manages the day-to-day operations and staff at the center level
Ensures centers remain open, operable, and at capacity throughout the year.
Uses and warrants the accuracy of various software for client & employee scheduling, recording keeping, payroll, and communications following best practices to meet industry standards; ensures compliance of those systems as required by funders, professional boards, and other regulatory bodies.
Builds a thorough understanding of policies and procedures; ensures employees remain up to date and informed on changing initiatives, policies, and priorities
Oversees the fiscal performance of the center; ensures children receive their recommended dosage of treatment, that expenses stay within budget, and that necessary expenses are reconciled with appropriate documentation
Ensures the center is well-maintained and supplied with the resources necessary to deliver high-quality therapy and a positive employee experience.
Completes general office tasks (e.g., answers phones, maintains records/documents)
Builds and leads effective teams
Cultivates a positive work culture and environment for center staff, clinicians, and families, models servant leadership, facilitates team building activities, leads trainings, and manages center employee engagement programs.
Manages and supervises positive, productive relationships with and between staff, clients, and related families; ensures that all positions and parties have what is needed to produce maximum results.
Collaborates with Owner and Clinical Director to achieve goals and a positive employee experience.
Oversees onboarding, development, and ongoing performance management of employees.
Plans and facilitates meetings (e.g., management and daily/monthly staff meetings)
Analyzes information to achieve individual, center, and company goals
Understands and reports on Key Performance Indicators(KPI’s) to drive efficiencies, treatment integrity, and profitability; identifies actions and solutions that will improve performance.
Liaises between company leadership and center staff on strategies, solutions, updates, and concerns.
Is a steward of change management. Provides constructive and thorough feedback to improve systems and processes, demonstrates a positive outlook on company strategies, and provides direction and guidance to center staff and coworkers
Working with Clinical Manager to ensure daily scheduling needs are met and cancellations on clients are minimized.
Proactively identifying local operating challenges in partnership with staff and using a solution-oriented mindset to suggest new policies and procedures as needed.
Serving as the core leader in the center, having deep expertise on center operations and expectations, and leading by example in daily processes and decision-making.
Demonstrating professionalism and maturity to the highest standard in interactions with families, clients, and staff.
Client Communication and Relationship Management
Managing all non-clinical aspects of the client experience, including building strong relationships with caregivers and providing needed support, owning family communications in partnership with the local clinician team, ensuring strong attendance, driving strong client NPS scores, and addressing all concerns.
Answering the phones and managing inbound demand for services.
Preparing clients for diagnostic and assessment appointments, including sending information via email, collecting information, and sending reminders.
Ensuring a smooth onboarding experience for new clients and their caregivers.
Managing the front desk, including providing a warm welcome to clients, prospective clients, and employees.
Local Leadership
Acting as the primary people leader for local employees, supervising local clinicians and coaching them on career development and leadership for their RBT supervisees.
Managing non-billable task delegation for employees not directly working with clients.
Motivating all staff to adhere to center operating policies and procedures.
Serving as a liaison to staff, supporting the team when issues / concerns arise, providing guidance on appropriate actions to take and whom to reach out to.
Meeting and Event Management
Planning and leading office meetings and events, including monthly staff meetings, professional development days, and staff lunches.
Preferred Qualifications:
Bachelor’s degree required, advanced degree preferred
Prefer 5-7+ years of experience in the healthcare provider space, but would consider alternative backgrounds that demonstrate a similar skillset.
Require previous people management experience, preferably teams of 8-10 or more people.
Require 2-3+ years of operations management experience, with autism or other outpatient clinic experience preferred.
This is a full-time position.
BCBA
What we offer:
$90-$105,000/ annually
Comprehensive benefits (medical, dental, vision)
401K
A collaborative and fun environment where every team member's contribution is valued