Operations Manager 3

DISCLAIMERS: 
The specific statements shown in each section of this job description are not intended to be all-inclusive. They represent typical elements and criteria necessary to perform the job successfully. Job responsibilities may be modified or expanded over time, and the company will inform the employee of any such changes.

DIVISION: Operations

CLASSIFICATION: 

Independent Contractor (1099)

WORK SCHEDULE: 

Full-time | Monday – Friday, 8:00 AM – 5:00 PM | 40 hours per week

 
COMPENSATION RANGE:   $25/hr - $35/hr, commensurate with credentials and experience 

ANTICIPATED TRAVEL: 5% of the time. There is no additional compensation for travel.
 

PHYSICAL DEMANDS: 

• Extensive use of laptop and cloud-based tools
• Travel between program sites and external meetings
• Occasional lifting of up to 25 lbs 

WORKING CONDITIONS: 

• On-site only
• Independent documentation and time tracking required
• Fast-paced, regulated behavioral health setting 

ACCOUNTABLE TO: Chief Operations Officer (CEO in the absence of Chief Operations Officer)

ACCOUNTABLE FOR:  Managing operations, compliance, clinical oversight, staffing, audit readiness, and documentation for PRP, HH, and ECM programs. Must ensure regulatory adherence, productivity, quality, and workforce supervision while maintaining contractor deliverables.

ALTERNATE TITLE(S): Behavioral Health Home Director, Psychiatric Rehabilitation Specialist, Program Director, Compliance Officer

COMPANY WEBSITE: https://cwprp.org 

COMPANY: Community Wellness Psychiatric Rehabilitation Program

The Community Wellness Psychiatric Rehabilitation Program (PRP) is a core service of Community Wellness Outpatient Mental Health Center, designed to support individuals living with serious mental illness in achieving stability, independence, and improved quality of life. Our PRP provides structured, community-based support focused on developing life skills, managing symptoms, and promoting personal recovery goals.

Through individualized service planning, case management, health home coordination, and peer support, the PRP helps clients navigate housing, employment, education, and health care access. Services are person-centered, trauma-informed, and culturally responsive, with an emphasis on whole-person care and long-term wellness. The program serves both youth and adults, working in close collaboration with clinical providers, families, and community partners.

COMPANY PHONE NUMBER:  (443) 478-4304

HUMAN RESOURCES DEPARTMENT PHONE NUMBER:  (443) 478-4304 EXT 10

HUMAN RESOURCES DEPARTMENT EMAIL ADDRESS: hr@cwprp.org 

SUMMARY OF POSITION RESPONSIBILITIES: 

The Operations Manager 3 (Contractor) is responsible for the full execution, oversight, and delivery of Lighthouse’s Psychiatric Rehabilitation Program (PRP), Health Home (HH), and Entitlements Case Management (ECM) services. This position is responsible for maintaining and supervising staff and ensuring service delivery and documentation meet state, federal, and Medicaid billing requirements, including COMAR, CARF, MDH Health Home Manual, and CSA.

This role integrates three regulatory functions:

• Psychiatric Rehabilitation Program Director
• Psychiatric Rehabilitation Specialist (H0002 Billing Authorization)
• Health Home Director

As a 1099 Contractor, the individual is expected to operate with a high degree of autonomy, meet contractual obligations related to supervision, compliance, and documentation, and ensure that performance outcomes are met without direct employment benefits or traditional employee oversight.

REGULATORY FUNCTIONS & DELIVERABLES

1. Program Director Responsibilities (COMAR 10.21.21.10):

• Ensure program meets all regulatory standards under COMAR 10.21.17 and 10.21.21
• Report monthly and quarterly program performance to the COO
• Maintain and present staffing plans that comply with client-to-staff ratios
• Lead corrective action plans when deficiencies are identified by internal or external reviewers
• Conduct internal program audits at least quarterly

2. Psychiatric Rehabilitation Specialist Responsibilities:

• Meet required professional credentials (licensed mental health professional, CRCC, or CPRP)
• Supervise and train PRP direct care staff to align with IRPs/ITRPs
• Provide direct services through Rehabilitation Assessments (H0002 billable sessions) at a minimum of 20 per week
• Co-sign and audit PRP documentation, including progress notes, interventions, and assessments
• Ensure each client’s plan is clinically sound, measurable, and in compliance with Medicaid expectations

3. Health Home Director Responsibilities (MDH Health Home Manual):

• Meet required qualifications as either:
  • Bachelor’s 2 years health administration, OR
  • Master’s in health, public administration, or related field, OR
  • Licensed RN, NP, or Physician in Maryland
• Oversee HH staffing, workflows, and partnerships with PCPs, hospitals, and specialty providers
• Ensure HH documentation reflects population health tracking, care planning, and wellness integration
• Prepare and lead monthly HH performance reviews with leadership
• Coordinate directly with the Health Home Care Manager and participate in Care Plan team meetings
• Maintain fidelity to 0.5 FTE requirements per 125 enrollees

4. Entitlements Case Management (ECM) Oversight:

• Supervise ECM staff providing benefits navigation, Medicaid redetermination, and housing assistance
• Ensure case documentation aligns with Social Determinants of Health (SDoH) outcomes
• Oversee data entry for entitlements tracking systems and reporting requirements
• Integrate ECM support within PRP and HH service planning
• Lead problem-solving efforts for clients facing public benefits discontinuation or denials
• Participate in local DSS meetings or community partnership coalitions regarding client entitlements

DAILY SCHEDULE (Subject to adjustment by the COO)

Monday – Friday | 8:00 AM – 5:00 PM | 40 hours/week | Contractor-structured but deliverable-bound

8:00 AM – 8:45 AM

• Conduct interdepartmental huddles with PRP, HH, and ECM leadership
• Share regulatory updates, performance issues, and productivity targets

8:45 AM – 9:30 AM

• Respond to overnight or urgent emails
• Confirm service billing submission and authorization follow-up
• Communicate with Medical Director about pending chart co-signatures

9:30 AM – 10:00 AM

• Collaborate with OMHC, SUD, and Peer Recovery program managers

10:00 AM – 12:00 PM (4 sessions)

• Conduct clinical supervision (virtual or in-person)
  • Review and co-sign ICANotes
  • Provide clinical, administrative, and documentation feedback
  • Record supervision logs in Paycom or designated system

12:00 PM – 1:00 PM

• Lunch

1:00 PM – 2:30 PM

• Monday/Thursday/Friday: Direct observation of PRP/ECM/HH staff sessions
• Tuesday: Attend billing/authorization meeting with Aegis; email summary to COO, CFO, and CEO
• Wednesday: Host treatment team meeting; send recap to COO

2:30 PM – 3:00 PM

• Coordinate high-risk cases, unresolved referrals, or care escalations

3:00 PM – 5:00 PM (4 sessions)

• Conduct Rehabilitation Assessments with clients (billable under H0002)
  • Ensure that client hasn’t been seen within last 120 days for adults / 90 days for minors
  • Assess needs, update documentation in real-time
  • Submit compliant notes for reimbursement

CORPORATE PRP/BHH FOCUSED COMPLIANCE OFFICER DUTIES:

Overview:

The Corporate Compliance Officer will possess the skills and experience necessary to identify potential issues within PRP/BHH Operations. The Compliance Officer is responsible for developing, implementing, and monitoring the programs, policies, and practices that ensure compliance with federal, state, local, and accreditation standards.

The Compliance Officer is expected to remain up to date on laws and regulations that may affect the organization's policies and procedures. This position requires objectivity, independence from other agency departments, strong attention to detail, and familiarity with investigative protocols and formal reporting practices.

Accountability:

The Corporate Compliance Officer shall be accountable to the CEO and/or Board of Directors.

Duties:

The chief responsibilities of the Compliance Officer include planning, implementing, and monitoring the Corporate Compliance Program. This position is also responsible for coordinating internal and external compliance audit activities and ensuring consistent communication of expectations and results.

The Corporate Compliance Officer will:

• Oversee and monitor the implementation of the Corporate Compliance Program
• Conduct corporate compliance risk assessments
• Report regularly to the CEO and/or Board of Directors on compliance program progress and assist with developing improvement plans
• Periodically revise and update the Compliance Program as needed
• Review and evaluate Standards of Conduct Statements
• Develop and implement a Compliance Training Plan for all staff
• Assist the CEO with internal compliance review and monitoring activities
• Investigate complaints and coordinate appropriate action plans with affected departments
• Develop policies and practices that encourage staff to report suspected fraud or impropriety without fear of retaliation
• Clearly communicate the objectives of the Compliance Program and track accomplishments
• Access and review records related to compliance monitoring activities and document findings
• Maintain a communication log for compliance-related inquiries and reports
• Compile reports of calls received, investigations conducted, findings made, recommendations issued, actions taken, and progress achieved
• Establish and communicate available reporting procedures and modes (e.g., email, online reporting tools, voice mail, suggestion box)
• Conduct periodic interviews with internal and external stakeholders
• Analyze program and service utilization patterns for irregularities
• Conduct unannounced mock surveys, audits, inspections, and investigations to assess staff readiness and identify areas for corrective action
• Reevaluate previously identified deficiencies to confirm implementation of improvements
• Present written compliance evaluations and reports to the Compliance Committee, CEO, and/or Board of Directors at least annually

CONTRACTOR DELIVERABLES:

• Minimum of 20 completed H0002 assessments per week
• Weekly supervision logs submitted and filed by Friday
• Monthly internal chart audits (20% sample minimum)
• Quarterly Health Home and PRP quality assurance reports
• Documentation completion within 24 hours of client contact
• Active participation in survey prep, staff training, and leadership meetings
• Ongoing coaching and performance documentation for supervised staff
• Attendance in Medicaid, BHA, or CSA-related compliance trainings

UNSCHEDULED DUTIES AND RESPONSIBILITIES:

• Assist supervisor with work-related requests.
• Collaborate with and serve as program POC for external treatment providers and outside agencies as needed.
• Responsible for following regulations of COMAR, CARF, any other regulatory body, and company policies/ procedures related to service delivery and documentation and co-facilitating orientation of all new hires to these as well.
• Support the maintenance of a safe environment by participating in training and drills as requested.
• Maintain confidentiality of records relating to client’s treatment.
• Participate in external and internal audits/surveys (CARF/CSA/OHCQ) as directed by the supervisor.
• Participates in quality assurance and performance improvement plans by completing periodic audits or other activities to ensure regulatory compliance and/or improve service delivery.
  

COMPETENCIES AND SKILLS:

• Minimum 5 years in behavioral health leadership
• Experience with Medicaid billing, H0002/H0032 workflows
• Expertise in COMAR 10.21.17, 10.21.21-29, CSA, and Health Home Manual
• Familiarity with entitlements and public benefits navigation (Medicaid, SSI, SNAP, etc.)
• High proficiency in EHRs (ICANotes), compliance portals, and QA/QI documentation
  

LEVEL OF EDUCATION / TRAINING / QUALIFICATIONS:

• Meets qualifications as:
  • COMAR-compliant PRP Program Director
  • Certified Psychiatric Rehabilitation Specialist (CPRP or CRCC or LMHP)
  • Health Home Director (Bachelor’s 2 years, Master’s, RN/NP/MD)

Salary : $25 - $35