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Position Summary
The Field Staff Manager is responsible for overseeing and managing all operational aspects within Centria Autism, including developing and managing schedules for Behavior Technicians, coordinating and overseeing assessments for clients, coordinating staffing activities, and serving as a liaison with facility management to help maintain a clean and safe working environment. This role will also develop strategies and initiatives to improve client and Behavior Technician retention. The Field Staff Manager will play a vital role in ensuring smooth operations and maintaining high-quality standards throughout the organization. It is important that the Field Staff Manager builds strong relationships with families and maintains high family satisfaction.
Success Measures
Success measures include adherence to Centria policies, flawless execution of tasks, a timely, positive customer service experience for team members, a high level of compliance, and maintaining family satisfaction. Success also includes meeting or exceeding personal qualitative and quantitative key performance indicator (KPI) metrics.
Duties and Responsibilities
- Scheduling Coordination
- Develop and manage schedules for Behavior Technicians, ensuring optimal coverage and adherence to company policies and guidelines.
- Coordinate and oversee the scheduling of assessments for all clients, including the option to assist with re-assessments when necessary.
- Align families, Behavior Technicians, and Supervising Clinicians to start new cases and confirm authorization, ensuring a smooth case start.
- Coordinate staffing activities, including permanent staff allocation, substitution arrangements, and assigning multiple Behavior Technicians to clients as needed.
- Assist clients seeking center tours.
- Confirm schedules weekly with Behavior Technicians and families.
- Oversee Behavior Technicians and Operational Processes
- Monitor Behavior Technician attendance and professionalism, in consultation with the Area Operations Director (AOD), and implement measures to maintain high performance standards.
- Ensure smooth coordination of care for clients, including effective communication and collaboration with healthcare providers.
- Address and resolve issues related to paper document management, implementing efficient solutions to enhance accuracy and productivity.
- Ensure the Operations Workflow Runs Smoothly by Coordinating with Other Departments and Families
- Facilitate effective communication and handoff processes between the Onboarding and Intake Teams and the Operations Team for seamless transition and service initiation.
- Review and coordinate conversations regarding insurance changes for clients, changes in case status, and ensure timely confirmation of authorizations.
- Develop strategies and initiatives to improve client and Behavior Technician retention rates.
- Ensure ongoing engagement with clients, including before the start of services and/or while they are on hold, addressing their needs and concerns, and maintaining a high level of customer satisfaction.
- Maintain Compliance Regulations
- Ensure compliance with the dormant policy, manage offboarding processes for team members, and oversee the collection of iPads from departing team members.
- Oversee Financial Processes
- Oversee payroll and billing processes, ensuring accuracy, timeliness, and compliance with relevant regulations.
- Provide administrative triage and one-call resolution for authorization and coordination of benefits (COB) issues, resolving them promptly and accurately.
Qualifications
Education
- High school diploma or equivalent, required
- Bachelor's degree in a relevant field or equivalent work experience, preferred
Work Experience
1 - 3 years of experience in operations management or sales, prior management of a team preferred.
Equipment and Technology Requirements
- Working knowledge of laptop/desktop PC
- Proficiency in Microsoft Suite (Word, Excel)
- Proficiency in G Suite (Gmail, Drive, Docs, Sheets, Google Meet)
Other Competency Requirements
- Ability to follow written instructions
- Ability to use computers and computer/software programs
- Ability to communicate expressively and receptively
Knowledge and Skills
- Strong leadership skills with the ability to motivate and manage a diverse team.
- Excellent organizational and multitasking abilities.
- In-depth knowledge of credentialing processes, HR practices, and compliance requirements.
- Proven experience in managing budgets and financial performance.
- Strong problem-solving and decision-making skills.
- Excellent communication and interpersonal skills.
- Proficiency in using technology platforms and systems for operational management.
- Knowledge of accreditation standards and privacy regulations.
- Ability to adapt to a fast-paced and changing work environment.
- Availability for occasional travel as required.
Working Conditions
- Centria's office hours are Monday through Friday from 8:30 AM – 6:00 PM.
- Additional time or occasional shift in schedule may be required to complete the above work or meet company objectives.
Physical Demands
While performing the duties of this job, physical requirements such as bending, reaching, lifting, pushing, or pulling up to 30 pounds may be required. This role will require sitting most of the day as well as walking and standing periodically. This role may require close visual acuity on computer screens or monitors and the ability to analyze data and figures on a screen.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, Veteran status, or disability status. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities, or working conditions associated with the position. Centria reserves the right to amend this job description at any time, with or without written notice.
