Client Services & Office Operations Manager

About Center of Hope for Behavioral Health

The Center of Hope for Behavioral Health's purpose is to enhance the well-being of students, adults, and families through comprehensive behavioral health care services in a supportive and inclusive environment. We commit to helping heal through our Core Values of Collaboration, Integrity, Respect, and Excellence. Thank you for your interest in joining our team.


Description

Do You Believe in the Power of Hope?

The Center of Hope for Behavioral Health, Inc. is a nonprofit organization providing outpatient mental health counseling, community based services, and housing services. Our mission is rooted in hope, healing, and recovery-and we are seeking a skilled, mission-driven professional to serve as our Client Services & Office Operations Manager.

ABOUT THE ROLE

This role is mission-critical. As the first point of contact for clients, families, community partners, and visitors-and as the operational hub of the office-you set the tone for the entire organization. Your leadership directly impacts client access to care, clinician productivity, and the daily effectiveness of our agency. This role requires initiative, follow-through, and a consistently positive, hopeful attitude. You will be trusted to manage multiple priorities simultaneously, respond with urgency, and take ownership of outcomes. This is a hybrid, in-office three days a week, hourly paid position.


You must be someone who:

• Takes pride in being reliable, organized, and proactive
• Has initiative, takes ownership, and has a consistently hopeful, solution-focused approach.
• Genuinely wants the best for the agency, its employees, and the clients we serve
• Aligns with our Core Values of Collaboration, Integrity, Excellence, and Respect

KEY RESPONSIBILITIES
Client Services & Access to Care

• Serve as the primary point of contact for all guests, clients, families, vendors, and community partners
• Receive, process, and track all incoming client referrals with urgency and accuracy
• Ensure intake calls are returned and scheduled within 24 hours of referral submission
• Answer incoming calls professionally, warmly, and consistently prioritize responsiveness
• Confidently explain Center of Hope programs and services with compassion and belief in healing
• Match clients to clinicians based on client preferences, presenting needs, and clinician specialization
• Provide clients and families with accurate information on internal services and community resources
• Maintain up-to-date knowledge and use of the Center's Resource Database

Scheduling & Front Office Operations

• Manage and oversee scheduling workflows to optimize clinician productivity and client access
• Enter and maintain accurate client data in CRM and EHR systems
• Monitor front desk systems, processes, and daily operations to ensure efficiency and professionalism
• Identify workflow gaps and proactively recommend improvements to leadership
• Maintain a welcoming, organized, and trauma-informed front office environment

Administrative & Operational Leadership

• Provide administrative and operational support to the CEO
• Support tracking and achievement of weekly, monthly, and annual Key Performance Indicators (KPIs)
• Ensure office practices align with agency policies and compliance standards
• Assist with reporting, documentation, and operational projects as assigned
• Take ownership of outcomes related to client flow, communication, and office performance

QUALIFICATIONS & REQUIREMENTS

• Minimum of two (2) years experience of managing an office
• Minimum of two (2) years of front office, intake, and healthcare scheduling experience ( required )
• Strong leadership presence with a warm, welcoming, and professional demeanor
• Excellent verbal communication and interpersonal skills
• Exceptional organization, time management, and multitasking abilities
• Demonstrated initiative and ability to work independently toward performance goals
• High attention to detail and commitment to accuracy
• Ability to engage compassionately with individuals experiencing distress
• Willingness and ability to meet performance metrics and KPIs
• Consistently hopeful, solution-focused, and team-oriented mindset

WHY JOIN OUR TEAM

At the Center of Hope for Behavioral Health, your work matters. You are part of a mission to bring hope, healing, and access to care to individuals and families who need it most.

As the first point of contact, you help set the tone for every client's journey-offering professionalism, compassion, and urgency when it matters most. We value team members who take initiative, care deeply about outcomes, and want the best for our clients, coworkers, and the agency as a whole.

Here, you'll find a purpose-driven culture rooted in hope, accountability, and excellence-where your contributions are seen, your growth is supported, and your role truly makes a difference.

If you're looking for more than a job and want to be part of meaningful work that changes lives, we invite you to join us.

Equal Opportunity Employer

Center of Hope for Behavioral Health is an equal opportunity employer and values diversity and inclusion. We do not discriminate based on race, color, religion, sex, national origin, age, disability, sexual orientation, or any other protected characteristic.

Compliance Notice

In accordance with Tennessee Code Annotated § 63-1-149, a background check and state abuse registry check are required for this position.