Operations Program Manager

Position Summary

The Center Program Manager is responsible for overseeing the daily operations of the assigned ABA center(s), supervising BCBAs, R/BTs, and ensuring the efficient delivery of high-quality ABA therapy services. The Program Manager is responsible for implementing best practices and processes across the program. Specific duties include overseeing all scheduling, formulating strategy, improving performance metrics, maintaining center organization, and ensuring safety and compliance.

This role requires interaction with staff and clients in a dynamic environment.

Primary Responsibilities

Staff Management and Development

1. Supervise assigned staff by providing leadership to maximize efficiency:

• Direct and support personnel activities (hire, train, appraise, motivate, discipline, address complaints, resolve problems, manage schedules, etc.)

• Educate staff on company processes and policies

• Evaluate staff effectiveness/efficiency and implement necessary changes to meet success metrics

• Conduct personnel feedback loops

• Promote company culture that encourages meeting performance while maintaining morale

2. Coordinate therapist hiring, onboarding, and training for the center; participate in interviews and make hiring recommendations for potential new employees; assist HR with recruiting and training when necessary

3. Participate in the offboarding process, including managing logistics and collecting devices and coordinating exit interviews, as appropriate

Operational Management

1. Create, maintain, and problem-solve all schedules for clients and behavior therapists to maximize client access and authorized service delivery; review weekly schedules for BCBA's to ensure meeting required supervision metrics

2. Coordinate shift coverage and schedule changes on a daily basis to ensure staff, client, and company needs are met; if staff is not needed due to client call-outs determine the most cost-efficient and client-centric approach to handle absences to balance costs and employee needs. Ensure cancellations are properly noted in EMR systems so that billing is properly recorded

3. Update and maintain materials and inventory to meet facility and client needs while adhering to budget

4. Prepare weekly and monthly operational reports utilizing weekly management reporting from data analytics tools to track and analyze clinic performance metrics; present monthly performance reports to upper management

5. Help the organization's processes remain legally and ethically compliant

6. Maintain the center so it is organized, sanitized, and clean

7. Identify and report facilities issues and coordinate outside vendors as needed or requested

8. Assist therapists with clients as needed

You'll also be responsible for:

Client Services and Quality Management

Business Development and Financial Management

Documentation and Quality Assurance Compliance

Qualifications

- Bachelor's degree in healthcare, business administration, or a related field

- 3 years of progressive leadership experience in a healthcare facility/clinic setting

- Strong knowledge of ABA therapy and medical terminology

- Excellent verbal and written communication skills

- Proficient in computer systems, including client/medical databases and scheduling software

- Strong organizational and time management skills

- Ability to work effectively in a fast-paced environment and handle multiple priorities

- High Emotional Intelligence

- Complete BT Training Program, as required

Physical Demands

- Ability to occasionally lift and transport items weighing up to 25-50 pounds

- Comfortable working with young children, including potential exposure to bodily fluids

- Ability to stand for prolonged periods and move frequently within the clinic environment

Work Environment

- Primary work location is the assigned local clinic; this role does not have a hybrid component

- Exposure to a range of odors, fluctuating temperatures, and occasional loud noises from clients

- May need to fill in as BT to cover staff absences, as required

The Program Manager reports to the State Director.

Our organization is committed to providing a supportive, inclusive culture that helps every individual reach their highest potential. We are an equal opportunity employer and do not discriminate based on race, color, religion, national origin, age, gender, sex, ancestry, citizenship status, mental or physical disability, genetic information, sexual orientation, veteran status, or military status.