Operations Manager Crisis Services

Position Overview

The Crisis Services Operations Manager will oversee the administrative operations of the office and play a crucial role in ensuring the efficient and effective functioning of clinical and non-clinical operations within the office. The operations manager will ensure processes are streamlined, strive for continuous improvement, and ensure the highest standards of patient care and satisfaction.

• Oversee the daily operations of the Green Door Center including crisis stabilization and receiving and mobile crisis services.
• Oversees day-to-day employee management responsibilities including monitoring timecards, approving time off, managing disciplinary actions, and ensuring staff compliance with mandatory learning and training requirements.
• Assists with recruiting, hiring, training, supervising, and disciplining all staff and fosters a positive and collaborative work environment.
• Coordinate patient intake and discharge processes, ensuring timely, high-quality care.
• Manages and orders all equipment and supplies for the office.
• Ensures patient satisfaction with patient inquiries, complaints, and conflict resolution.
• Completes monthly scorecards for providers and location with assistance from decision support; holds monthly meetings with providers on scorecards and productivity.
• Accountable for operational performance metrics, including patient throughput, provider productivity, patient satisfaction, and staff efficiency.
• Operates within the approved department budget and assists with budget preparation each year for the department.
• Conducts monthly 1:1 meetings with all direct reports.
• Completes annual evaluations on all direct reports.
• Collaborate with the revenue cycle team to ensure documentation supports accurate billing and minimizes write-offs.
• Participation in ongoing quality improvement initiatives to enhance service delivery, patient outcomes, and operational efficiency while following standards, policies, procedures, and guidelines.
• Collect, analyze, and report data related to clinic performance, patient satisfaction, and service utilization via the Green Door Center’s scorecard.
• Works closely with healthcare providers, social services, law enforcement, and community organizations to facilitate appropriate referrals and coordinate patient care.
• Represent the clinic in community meetings, working to build partnerships that support the mission of the Green Door Center.
• Stay informed about local trends in mental health and crisis care to adjust clinic services accordingly.
• Assure that all assigned staff members are fully compliant with federal, state, and local standards and regulations.
• Must be available for limited after-hours communication related to urgent operational needs.
• Participate in Family Health Center committees as appropriate.
• Complete all other duties as assigned.

• Minimum of three (3) years in practice management, experience in Behavioral Health or Primary Care preferred, but not required.
• Proven experience in staff management, including hiring, training, and performance evaluations.
• Experience with Electronic Medical Records systems preferred (Ex: EPIC).

• Ability to maintain focus and adapt/respond professionally in various and potentially high stress situations.
• Attention to detail, possess critical thinking skills and ability to prioritize and manage multiple projects.

• May require occasional lifting, bending, or moving objects 20 lbs or less.

• Clean, well-lighted and ventilated office environment.
• Occasional travel to community meetings or partner organizations.
• Crisis services operate in a fast-paced environment with high stress at times; the ability to manage competing priorities is essential.
• Potential for irregular hours, including evenings, weekends, or on-call responsibilities, depending on the role.

• Education:
  
  Bachelor’s degree in healthcare administration, business administration, social work, nursing or a related field.

• Strong analytical, problem-solving, and organizational skills; ability to manage time and multiple priorities effectively.
• Strong understanding of crisis intervention, mental health services, and patient care standards.
• Excellent verbal and written communication skills, with a focus on clarity, professionalism, and timeliness.
• Ability to interpret and apply federal, state, and local regulations in a healthcare setting.
• Proficiency in Microsoft Excel and comfort working with data and reporting tools.
• High attention to detail with a strong focus on meeting deadlines.
• Cultural competence and ability to work with diverse populations.
• Basic math competency and comfort with numerical data.