About this role
QUALITY MOMENTS BEHAVIORAL HEALTH SERVICES
OPERATIONS SPECIALIST - INTERNAL
Job Description
Reports To: Crystal Urrutia
Work Setting: Assigned facilities and agency locations
Position Summary
- Working under the direction of the District Manager/Asst District Manager, this position provides hands-on onboarding, training, coaching, documentation oversight, and client care coordination across assigned sites.
- The Operations Specialist promotes person-centered care, staff accountability, regulatory compliance, and continuous improvement.
Key Responsibilities
1. Staff Onboarding, Training & Development
- Partner with Human Resources and district leadership to coordinate new-hire orientation, first-day support, site onboarding, and role-specific training.
- Train employees on agency policies, workflows, electronic health record (EHR) documentation, service expectations, and approved procedures.
- Provide ongoing field coaching, refresher training, and practical guidance to Client Care Specialists and other assigned staff.
- Identify training gaps through observation, audits, staff feedback, and performance trends; recommend improvements to district and clinical leadership.
- Track training completion, evaluate effectiveness, and support compliance with the agency training plan.
2. Client Care & Operational Coordination
- Support intake, service coordination, consent collection, client forms, and insurance-related workflows in collaboration with authorized staff.
- Help staff coordinate behavioral health services with licensed clinicians, clients, families, guardians, and facility partners.
- Monitor client access, follow-up needs, service continuity, and satisfaction; escalate clinical or operational concerns appropriately.
- Assist the District Manager with daily site needs, staffing transitions, workflow consistency, and resolution of operational barriers.
- Direct Client Care: Provide direct, person-centered behavioral health services to clients as needed, within the employee's qualifications, training, and authorized scope of practice.
- Service Delivery Support: Support the delivery of high-quality, person-centered behavioral health services that promote client well-being, independence, recovery, and achievement of individualized treatment goals.
- Client Care Coordination: Oversee assigned client care coordination activities to ensure timely access to services, continuity of care, and effective communication among clients, families, guardians, healthcare providers, and facility staff.
- Hands-On Employee Support: Work directly alongside employees providing client care, offering guidance, modeling appropriate therapeutic interventions, assisting with client engagement, and reinforcing agency standards and best practices.
- Intake & Service Coordination: Assist with intake processes, consent collection, required documentation, insurance-related workflows, and coordination of services with authorized clinical staff.
- Quality & Accountability: Ensure that direct client care and coordination activities align with individualized treatment plans, agency policies, applicable regulatory requirements, and Quality Moments' commitment to compassionate, person-centered care.
3. Documentation, Compliance & Quality
- Review and monitor documentation for timeliness, completeness, accuracy, and adherence to agency requirements; facilitate corrections and escalation when needed.
- Support appropriate review of service plans, progress notes, intake records, and discharge documentation within assigned authority; clinical approval remains with authorized clinicians.
- Promote compliance with HIPAA, CARF standards, applicable Ohio requirements, payer rules, and agency policies.
- Collaborate with Clinical Leadership, Quality Assurance, Compliance on audits, corrective actions, and process improvement.
4. Team Support & Communication
- Serve as a readily available resource for staff questions, coaching, problem-solving, and consistent implementation of district procedures.
- Communicate emerging concerns, training needs, and performance trends to the District Manager; contribute to team meetings and reporting.
- Promote a respectful, supportive, collaborative, and accountable work environment.
Qualifications
- Preferred 3–5 years of experience in behavioral health, case management, social services, staff training, or related operations; supervisory or coaching experience strongly preferred.
- Working knowledge of behavioral health services, client-centered practices, confidentiality, documentation, and applicable regulatory expectations.
- Strong organizational, time-management, communication, teaching, presentation, and problem-solving skills; ability to manage multiple priorities.
- Comfort with EHR systems, digital learning tools, and modern training methods; commitment to ongoing professional development.
- Valid driver’s license, reliable transportation, state-required automobile insurance, and ability to pass applicable background and motor vehicle checks.
- Ability to travel among assigned locations and work occasional evenings or weekends as operationally necessary.
Additional Expectations
Perform other duties as assigned by the District Manager or designated leadership.
This position provides operational and training support and does not independently perform clinical functions requiring professional licensure or authorization.