Job DescriptionJob DescriptionSalary: 125K-160K
Director of Clinical Program Operations (DCPO)
Regionally Based
On-site Concord, CA
Full-Time Day-Time and Occasional Evenings/Weekends
Reports to Vice President, Organizational Development & Operations (VPODO)
Mission-Driven Nonprofit Organization
About The Hume Center
Founded in 1993, The Hume Center is a federally certified Community Mental Health Center (CMHC) that provides comprehensive behavioral health services through 20 programs across five clinics, several School Based satellite clinics, and community offices in Alameda and Contra Costa counties. Our mission is rooted in promoting psychological well-being, especially among the under- and un-served, through enabling consultation, multicultural competency, and an unwavering commitment to growth, healing, and human potential.
About The Role
The Director of Clinic Program Operations provides strategic leadership for the design, implementation, and ongoing management of clinical programs across multiple clinic and community sites. This role, among others, ensures high quality operational care efficiency that is patient/client centered and in compliance with federal, state and county regulatory, accreditation standards and plans. The Director serves as a member of the Service Operations team to ensure alignment, buy-in, and coordination of diverse stakeholders to drive the implementation of strategic business initiatives and programs across Humes clinics and programs.
This role supports business strategy, organizational alignment, and prioritization of business initiatives of the agency; as well as supports the development and implementation of clinic operation initiatives, systems, and processes to a desired future state. This professional will participate in change management plans associated with business initiatives. Performs and assesses strategic performance metrics to support business initiatives and growth, while adhering to relevant policies and procedures through its crucial role of overseeing clinical operations, and driving ongoing process improvements that enhances patient access, quality of service and satisfaction by working in collaboration with medical and administrative leaders.
This professional will have strong management skills, and will be responsible for developing and improving clinic and community program operational processes, and ensure adequate flow of information throughout the assigned region for smooth running of the day-to-day business operations with guidance from the VP of Organizational Development and Operations; and in collaboration with clinic/program managers. The person in this role will need to be a strong problem-solver, detail oriented and organizationally skilled to help support and manage agency-wide Productivity/Direct Service reports and data processing. Additionally, the ideal candidate will have exceptional communication skills, and will be resourceful in building relationships across the larger Hume Center ecosystem in supporting staff/clinicians in problem-solving; setting, evaluating and meeting their annual SMART goals in advancing the agencys mission and expected business performance goals.
This position is ideal for a leader who is detail-oriented, strategic, and has the ability to balance operational efficiency and clinical excellence to ensure our programs/clinics deliver excellent service that is safe, compliant, and effective.
Minimum Qualifications:
Masters degree in Healthcare Administration, Healthcare Management, Business Administration, Health Care Management, Organizational Leadership, Public Health Administration, Behavioral Health field, or be registered or licensed as a clinician or equivalence5 years experience in a behavioral health setting3 years experience in people management, conflict resolution and emotional intelligenceAbility to read and interpret data, perform data analysis, and report writingExperience working with diverse communitiesAdept at working with both internal and external cross-functional teams.Experience in close collaboration with other professionalsA history of maintaining confidentiality and discretion in all professional relationshipsAbility to work in fast-paced and ever changing environmentsExcellent conflict management resolution and problem-solving skillsAbility to prioritize tasks and to meet deadlinesExcellent interpersonal and communication skills - verbal and writtenProficient in using various Microsoft and Google suites programs such as Microsoft Word, Google doc, PowerPoint.Must be able to read reports and research documents
Preferred qualifications:
Doctorate in Psychology or related field5 years Interpersonal skills and prior management experienceExperience developing and executing communication strategies tailored to various audiences, such as executives and clinic/program leadersExperience in data reporting and managementSome knowledge in data analysis software, and advanced Excel functions including formulas, macros etc.Certifications: Performance Improvement processes (Management Action Plan), conflict management.Skill in handling multiple tasks and swiftly adapting to changesStrong people and processes management skillsExperience in balancing several and competing priorities concurrently
ROLES AND RESPONSIBILITIES:
Oversees the entire clinical operations and ensures contract goals are met by service providersHandles all administrative tasks related to service providers (ie. orientation and training to program operations procedures and forms, providing the necessary resources and tools, position expectations, program performance, reviews, scheduling, direct service reporting, liaison of communication channels).Supervises service providers who provide direct services, including supervisors and trainees.The DCPO will have a clinical background and will be responsible for ensuring that referrals are adequately assessed, and cases assigned based on staff competencies, specialty skills, expected service hours, caseload, appropriateness and availability in collaboration with the Director of Operations and their teamsCollaborates with each clinics Clinical Lead (could be through weekly meetings) to ensure the expected clinical and operational goals are metCoordinates regularly scheduled collaboration meetings and ongoing maintenance of those relationships with community partners/referrals sources in partnership with the Clinical Community Program Director (CCPD) and/or DCSParticipates in relevant budget processes, monitor budget performance and delivery of operations within budgeted parametersAbility to establish operational goals and objectives that supports Humes strategic operational planAbility to establish operational goals and objectives that supports Humes strategic operational planMonitors EHR utilization and optimization in patient encounters and ensures clinicians are adequately trained in the use of the agencys EHRLiaises with cross functional departments to efficiently run and grow the referral process and timeliness of scheduling client service appointments using systems such as CCLinkCollaborates with behavioral healthcare multi-disciplinary teams to respond to ongoing client needsUnderstands CalAIM, BHSA, and other federal, state and county prioritiesAbility to effectively plan, delegate and/or supervise the work of others.Effectiveness in oral and written communication; ability to deliver clear directives and set expectationsKnowledge of insurance regulatory issues, billing and coding practicesProvides assistance with ad-hoc, special projects, as neededPerforms other duties as assigned by direct supervisor and the CEO commensurate with the role
Management Reporting, Performance Monitoring & Staff Development
Oversees staff performance managementMonitors appropriate staffing levels and ensure staff completes required trainingsPromotes individual professional development growth and team buildingEffectively manages patient contact and follow-ups to reduce no-shows, ensure prompt rescheduling and follow-up of appointmentsDevelops patient outreach best practicesEvaluates patient satisfaction ratings and fosters an environment of a highly positive patient experienceEnsures that patient privacy is being maintained according to HIPAA laws, and our offices meets OSHA, ADA and other regulatory standardsPrepare and present program management reports in collaboration with ITS department and other stakeholdersKeeps abreast of all regulatory changes and implements applicable changesAbility to direct, manage, implement, and evaluate operations activitiesCollaborates with senior leaders on strategic initiatives and stakeholder engagementPartners with the Organizational Development leader(s) to design and implement strategic frameworks and pulse surveys designed to directly align staff engagement, retention, training and professional growth with the organizations overarching strategic goals and core mission to boost overall organizational performance, and thrive in the ever changing healthcare/behavioral health ecosystemEffectively articulate The Hume Centers shared vision, mission, and strategic plan
Operational Support
Develop and maintain updated program operations procedural manual, procedures and formsEnsuring that clinical documentation is properly logged and storedOversee Utilization Review and Client Service Authorization (CQRT)Lead, manage and provide administrative oversight for all clinical operations teams within the specified regionsOversees individual employee development, safety, and training; and conducts performance reviewsEnsure the team provides exceptional customer service to all clients regardless of race, religion, sexual orientation, gender in accordance with state, local and federal lawsDevelops comprehensive plans for operational flow patterns, work flow and controls, ensuring consistency across the AgencyEstablishes proper monitoring measures in partnership with the Compliance departmentCollaborates with Compliance and other team members to ensure clinics are duly certified, and monitor timelines for re-certification.Clinic events: collaborates with leaders to ensure they have what they need for eventsUndertake Environment of Care (EOC) rounds in collaboration with Operations Director to ensure facilities are clean and welcoming to clients and staffCollaborate with Clinic Operations Manager (COM)/Director of Operations (DO) to ensure clinic/team facilities needs are addressed in a timely mannerCollaborate with Director of Information System & Data (DISD) to ensure clinic/team Information systems needs are addressed in a timely mannerPrepare operations briefs and reports for supervisors, mid-management and Executive TeamBuild cross-functional relationships between departments and programs, and collaborate with other leaders to meet overall Agency expectations.Create, update and maintain Clinic Operations procedures in collaboration with the Operations TeamCreates and maintains positive relationships with all stakeholders.Oversees and directs the implementation of projects, operational initiatives/changes as rolled out by the leadership teamBuilds staff consensus to ensure coordination and integration of care across the various programs and clinicsStay updated with health care and behavioral health care regulations
Program & Business Development Strategies
Maintain and build community relationships, to ensure sustainability, and differentiation in a competitive and policy-sensitive environment in collaboration with senior leaders on new program development, implementation and sustainabilityDevelop needed relationships, develop business proposals and strategies to support growth in accordance with The Hume Centers mission and valuesFoster external and internal engagements including visiting programs/clinics to ensure ongoing stakeholder engagement to sustain and improve service performanceDevelop strategies with leaders to promote program and business developmentImplements and monitor new initiatives, provide appropriate feedback and/or corrective actions
Compensation & Benefits
Base Salary: $125K - 160K (commensurate with experience)Medical, dental, and vision coverageGenerous Paid Time Off (PTO) and Paid HolidaysCompetitive Retirement PlanOngoing professional development and trainingEmployee wellness and mental health support resourcesOpportunities for advancement in a growing, mission-driven organization
Why This Role Matters
Your work will directly support the vision and momentum of an organization committed to equity, healing, and innovation in mental health care. In this role, you will lead, manage the work of clinicians who provide direct care to our clients; ensure each clinician meets and exceeds expected deliverables.
Ready to Apply?
Please submit your resume and a brief statement of interest. We cant wait to hear from you `
Other Job Information
Scheduled Weekly Hours: 40
Shift: Day
Workdays: Mon, Tue, Wed, Thu, Fri
Working Hours: 09:00am - 05:00pm
On-Call, as needed, for emergency/priority response needs
Occasional Evenings and Weekends
Job Schedule: Full-time
Job Type: Standard and office based
Travel: Yes
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