Operations Manager
Position Title: Operations Manager
Pay Rate: Starting at $60,000.00 Annually
Position Summary
The Operations Manager ensures efficient onboarding for families and employees into our programs, providing the necessary tools and knowledge to start cases/services. This role delivers high-quality case management services, ensuring consistency and accuracy that meet or exceed organizational expectations. The Operations Manager oversees employees and clients within their specified region, enforcing policies related to scheduling, time, and attendance. Key responsibilities include maintaining a strong knowledge of program requirements, building professional relationships with state and local agencies, school districts, HR, internal departments, and key stakeholders.
Job Responsibilities
Management of Scheduling/Time & Attendance
• Collaborate with recruitment and Clinical Directors to assign BCBA and ABA teams, overseeing all scheduling activities.
• Manage schedules in CentralReach, including creating, adding, removing, canceling, rescheduling appointments, converting sessions to timesheets, and overseeing session note amendments.
• Ensure staff vacancies are filled for ongoing and temporary absences to maximize client hours.
• Achieve 85% or higher client authorization utilization through thoughtful scheduling and problem-solving.
• Meet weekly and monthly productivity thresholds for billable positions; actively overcome scheduling barriers.
• Oversee policies related to time and attendance, including staff callouts, time-off requests, client cancellations, tardiness, early departures, and appointment conversions.
• Monitor and report on time and attendance data, collaborating with Supervisors and HR to enforce policies, deliver corrective feedback, and manage client cancellations.
Client Support
• Serve as liaison for families/clients and employees, assisting with intake coordination and ongoing service scheduling.
• Point of contact for families regarding cancellations and schedule changes.
• Educate, recommend, and coordinate additional services for families.
• Communicate with families to ensure satisfaction and quality of services.
IDS Support
• Supervise IDS care managers within the assigned region.
• Ensure proper staffing and services are provided in districts.
• Create CentralReach profiles for district students/classrooms.
• Manage CST requests from districts, adding authorizations into CentralReach.
• Communicate new district needs with IDS Director, Business Development Director, and Recruitment.
STRIVE Support
• Act as a liaison between the clinical and benefits teams for insurance-based services.
• Conduct final reviews of initial assessments and re-authorizations/concurrent reviews before submission.
• Compile and submit required paperwork for initial assessments and re-authorizations/concurrent reviews.
• Manage re-authorization timelines to prevent lapses in service delivery.
• Collaborate with intake and clinical teams to build client caseloads aligned with budgeted region censuses.
• Communicate insurance issues or lapses with families, in collaboration with the benefits team.
General Operations
• Oversee and manage supply orders and purchasing for assigned regions.
• Ensure budget adherence and demonstrate fiscal prudence.
• Complete payroll review and approval bi-weekly.
• Communicate late appointment conversions to the finance team.
• Serve as a backup for operation positions in NJ and PA.
• Manage overall operations in Central Reach.
• Collaborate with the Director of Operations on IDS and STRIVE services.
Miscellaneous Responsibilities
• Complete various reports as directed.
• Attend committee meetings as required.
• Adhere to company policies and procedures.
• Participate in BHTS staff meetings.
• Stay updated on laws, regulations, and policies related to organizational compliance.
• Develop and maintain cooperative relationships with colleagues and external contacts.
• Travel to FCS sites as necessary.
• Perform other related duties as assigned.
Education, Experience, and Requirements
• Bachelor's Degree in health science or relevant studies.
• 2+ years of experience in applied behavior analysis, daily operations, intake, case management, and supervisory roles.
• Experience with staff scheduling, preferably in CentralReach.
• Proficiency in reading, writing, speaking, and understanding English.
• Excellent people skills, conflict resolution, project management, office experience, and general reporting skills.
• Professional attitude with strong analytical and organizational skills.
• Ability to multitask, prioritize, problem-solve, and apply critical thinking.
• Capability to work autonomously and as part of a collaborative team.
• Advanced proficiency in Microsoft Office (Word, Excel, Access, PowerPoint) and preferably Central Reach.
• Ability to be physically mobile and possess adequate vision/hearing senses, with or without reasonable accommodation.
What We Have To Offer You
• Exceptional Company Culture
• Full Time Equivalent (30+hrs)
• Paid holidays
• Health, dental, vision insurance
• 401 (k)
• PTO accrual
• Tuition assistance, earn certificates and CEUs via our participating university
• Employee Discount Program through ADP (LifeMart)
• Employee Referral Bonuses Plan
• EAP (Employee Assistance Program)
Come discover endless opportunities with us!
First Children Services is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.
Consumer Services
Management and Manufacturing
Full-time