Operations Management Growth Director

SUMMARY

Oversees census and periodic service growth and management responsibilities across an operating region; may include direct oversight of Intake teams and Host Home Recruiters. Oversees census and periodic service enrollment stability and growth end-to-end from referral generation and admission through utilization and discharge reduction, ensuring alignment with an operating region’s business goals and objectives.  Leads regional team performance to achieve state expectations by ensuring processes are in place and coaching for key behaviors; team is compensated through a blend of either base salary or hourly basis plus performance-based bonuses tied to key metrics.

ESSENTIAL JOB FUNCTIONS

To perform this job successfully, an individual must be able to satisfactorily perform each essential function listed below.  

Leadership and Supervision

• Personnel: May provide direct supervision and leadership to state Intake Coordinators, Intake Managers and Host Home Recruiters within scope
• Talent Management: Collaborates with the Talent Acquisition (TA) team to address regional hiring needs; ensures adherence to Sevita’s employee practices
• Training: Participates in new hire training and onboarding for Intake and Host Home managers and coordinators; delivers formal training as a facilitator or informal coaching as needed for intake and operations teams
• Supervision: Ensures all state teams are adhering to all aspects of Successful Services Best Practices including systems entry, timeliness, data analytics, meeting frequency and strategic planning. Provides feedback and direction based on regular reviews of data by state and region.

Strategic Growth

• Marketing Collaboration: Creates and executes marketing strategies in partnership with state leaders intended to reach individuals, families, guardians, counties, and managed care entities via methods such as social media, collateral, OneDay videos, community events, and sponsorships
• Strategic Growth: Supports vice president and state leadership in strategic planning for new program starts (de novo) as well as core development and service line expansion initiatives
• Special Projects: Assists in executing state-level initiatives to understand state referral dynamics, increase referral volume and improve conversion rates, minimize discharges, and optimize occupancy; monitors progress of new programs relative to key placement milestones
• Liaison to Funders: Builds and maintains relationships with funding agencies and MCOs in partnership with state leadership. Ensures accurate and timely communication and issue resolution across internal and external stakeholders
• Host Home Provider Recruitment: Oversees process for attracting and certifying providers with the ultimate objective of placement matching with individuals we serve

Census & Periodic Service Management

• Referral Pipeline Oversight: Maintains a large base of referral sources to achieve target numbers with appropriate admissions. Works with teams to address pipeline challenges and develop corrective action plans to meet census and periodic service goals

• Referral Process Management: Ensures timely completion of and transparent reporting on key steps in the referral process, including outreach, assessments, eligibility verification, funding and placement

• Service Management Meetings: Ensures consistent execution of meetings, including weekly referral reviews, monthly in-depth discharge reviews, at-risk/service preservation calls, and quarterly service management reviews
• Process Optimization: Defines and enforces best practice standards for census and periodic service management activities, ensuring intake teams follow established protocols

Service Delivery & Quality

• Stakeholder Communication: Promotes clear communication with individuals served, families, and payors regarding service planning and admissions to achieve our goal of being the provider of choice for these partners

• Service Accountability: Ensures the intake teams align service commitments with program capabilities to deliver on customer expectations

• Customer Feedback & Resolution: Analyzes customer feedback and service issues with operations, identifying patterns and developing proactive resolution strategies to maintain consistent customer satisfaction

Reporting & Insights

• Data Monitoring: Reviews census & periodic data and trends regularly, including with state leadership, vice president, and operating group leaders
• Action Planning: Leads identification and response to trends related to referrals, discharges, and at-risk service preservations. Oversees development and execution of effective mitigation plans

Other

• Performs other duties and projects as required.

SUPERVISORY RESPONSIBILITIES

• Manages assigned personnel. Completes performance evaluations, orientation, and training. Makes decisions on employee hires, transfers, promotions, salary changes, discipline, terminations, and similar actions. Resolves employee problems within position responsibilities.

Minimum Knowledge and Skills required for the Job

The requirements listed below are representative of the knowledge, skill, and/or abilities required to perform the job.

Education and Experience: 

• Minimum six years’ experience in Rehabilitation, Behavioral Health, or Human Services
• Bachelor’s degree and/or Master’s degree in Business or Human Services

Other Skills and Abilities:

• Region Revenue, EBITDA
• Budgeted Census
• Periodic Service Admits & Utilization
• Referrals to Achieve Future Metrics
• New Admit 90-Day Discharge Rate
• Time to Placement
• OneDay Videos
• Primary Mentor Certifications per Month with Placements

Other Requirements:

• Travel as needed; estimated 25-50% depending on market scope (quarterly or semi-annual state visits)

Physical Requirements:

• Light work.  Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.  If the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated for light work.