Every child deserves the brightest future and Centria Autism Services is on a mission to help children with Autism Spectrum Disorder (ASD) have the best developmental experience possible while acquiring the skills to succeed in the world on their own terms. Too many children with ASD are untreated or undertreated and Centria is committed to reaching every child in need and their families with interventions based on the principles of Applied Behavior Analysis that meet – and exceed -- best practices. Our Optimal Outcomes Model (TM) looks at the whole-child, engages families in aspirational treatment planning and leverages team-based care to allow BCBA’s to focus on clinical issues and support Centria’s dedication to quality, family satisfaction and developmental outcomes. Founded in 2009, Centria now operates in 13 states and is working hard to develop approaches to sustain quality while reaching tens of thousands of children across the country; we use data-driven analytics and sophisticated software platforms to constantly evaluate our quality and performance, and develop new approaches to supporting our clients and their families on their journey.
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Position Summary
The Vice President of Operations is a senior leadership role that will have the responsibility for driving growth, ensuring compliance, managing resources, and leading various operational functions. Expertise in strategic planning, leadership development, and operational excellence will contribute to the overall success of the organization. This role will partner with Clinical Leadership to support clinical outcomes, high quality care delivery, and to ultimately deliver growth. The Vice President of Operations will be accountable for overseeing multiple departments, managing a team of Area Operations Directors (AODs), and driving operational efficiency and effectiveness across the company.
Success Measures
Success measures include adherence to Centria policies, flawless execution of tasks, a timely, positive customer service experience for team members, and a high level of compliance. Success also includes meeting or exceeding personal qualitative and quantitative key performance indicator (KPI) metrics.
Duties and Responsibilities
- Drive the growth of Centria Autism by identifying opportunities, developing strategies, and executing initiatives to expand market presence and increase revenue.
- Lead and manage a team of six to eight Area Operations Directors, providing guidance, support, and mentorship.
- Lead change management efforts and oversee the implementation of new processes and initiatives to drive operational excellence.
- Develop resource plans, forecast demand, and manage staffing levels to ensure optimal resource allocation and operational efficiency.
- Responsible for the development of the current team and for building a strong bench of future leaders for succession planning within the operation.
- Partner with the Vice President of Clinical Services to drive growth, understand and support clinical outcomes, and ensure service delivery is aligned with Centria’s clinical model and philosophy.
- Maintain a strong market presence through regular travel (75%+) to various locations to engage with teams, build relationships, and assess operations.
- Plan and execute the smooth transition of new locations or acquisitions into the Centria Autism operating model.
- Ensure compliance with all relevant regulations, accreditation standards, and industry best practices to maintain the highest level of quality and ethical standards.
- Drive the credentialing process for Behavior Technicians and clinical staff, in conjunction with the Credentialing team, to ensure compliance with credentialing requirements as well as staff readiness to work.
- Build and maintain strong relationships with payors and monitor reimbursement rates to optimize financial performance.
- Address and resolve billing issues to ensure accurate and timely invoicing and reimbursement.
- Manage profit and loss (P&L) statements, budgeting process, and financial performance to achieve strategic objectives and financial targets.
- Develop and mentor leaders within the organization, promote a culture of accountability and continuous improvement, and foster team member engagement and development.
- Provide leadership and guidance in Clinical Quality and Operations Excellence (CQOD) calls to drive operational outcomes and enhance service quality.
- Foster strong partnerships with the Clinical Excellence Team to ensure seamless coordination and integration of clinical services with operational functions.
- Monitor and evaluate clinical outcomes in partnership with the Clinical Leadership team to implement strategies to improve effectiveness and ensure the delivery of evidence-based practices.
- Collaborate with cross-functional teams to address operational challenges, solve problems, and drive process improvements.
- Drive the standardization of operating models across locations to ensure consistent service delivery and operational efficiency.
- Develop and implement strategies to enhance client retention, as well as retain Behavior Technicians and Supervising Clinicians.
- Review and approve decisions related to market constraints, including pausing client intake or scaling down recruitment efforts.
- Promote and foster a positive and inclusive culture throughout the organization, aligning values and behaviors with company objectives.
- Develop and deliver training programs to enhance the skills and competencies of the Operations Team.
- Analyze and respond to Behavior Technician surveys to identify areas for improvement and drive team member satisfaction.
- Analyze and respond to client surveys to address feedback and enhance the client experience.
- Collaborate with cross-functional teams to develop and execute action plans based on findings from the Team Member Experience (TMX) surveys.
- Oversee the creation of social media content to enhance brand presence and reputation.
- Oversee the presentation and maintenance of facilities to create a welcoming and professional environment for clients, staff, and visitors.
- Ensure the consistent execution of existing processes and policies across the organization, identifying opportunities for improvement.
Qualifications
Education
- Bachelor's degree in Business Administration, Healthcare Administration, or a related field, required
- Master's degree, preferred
Work Experience
7 to 10 years experience in operations management, preferably in the healthcare or autism services industry Previous P&L ownership is a requirement of the role.
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
- Proven track record of driving growth and achieving operational excellence.
- Strong leadership and people management skills, with the ability to inspire and motivate teams.
- Financial acumen and experience managing P&L statements and budgets.
- Excellent problem-solving and decision-making abilities.
- Exceptional communication and interpersonal skills.
- Knowledge of compliance regulations and accreditation standards.
- Ability to travel extensively, approximately 75% or more.
Working Conditions
- Additional time or occasional shift in schedule may be required to complete the above work or meet company objectives.
- This position requires extensive travel; at least 75% or more of this role’s time will be traveling.
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.
