Operations Officer

Operations Officer - Residential

Reports to: Director of Operations
FLSA Status: Full-Time, Exempt


Position Summary

The Residential Operations Manager supports residential programs by ensuring that key operational, documentation, and compliance-related tasks are completed consistently and on time. This role focuses on tracking requirements, following up with team members, and supporting accountability across residential services.

Working closely with program leadership and the Operations team, the position provides coordination and support across auditing, health and safety, data tracking, and system processes. The Residential Operations Manager also communicates trends and supports ongoing readiness for audits and accreditation by reinforcing consistent practices and expectations.

Core Values

All responsibilities are carried out in alignment with The Well's core values:

• Grounded in Hope - Approach challenges with a solution-focused mindset and belief in growth
• Show Up with Generosity - Support team members with patience, clarity, and responsiveness
• Check the Ego - Remain open to feedback and prioritize the mission over being right
• Embrace Diversity - Foster inclusive, respectful communication across all interactions

Qualifications

Education & Experience

• Bachelor's degree preferred
• 2-4 years of experience in operations, administrative coordination, or behavioral health setting
• Experience working in residential or 24/7 care environments preferred

Skills

• Strong organizational and coordination skills
• Ability to manage multiple workflows simultaneously
• Clear and effective communication
• Strong follow-through and attention to detail
• Proficiency in EHR systems and Microsoft Office

Attributes

• Highly accountable and dependable
• Proactive and solution-oriented
• Comfortable working behind the scenes to support team success
• Calm and steady in fast-paced environments

Duties and Responsibilities

1. Auditing and Documentation Oversight

• Conduct and track internal audits in Residential programs
• Support external audits by gathering documentation, preparing materials, and ensuring program readiness
• Maintain organized records of audit activity and outcomes
• Conduct routine chart audits across all residential programs, ensuring compliance from admission through discharge
• Monitor and track completion of required documentation, including treatment plans and respite notes
• Notify team members of missing or incomplete documentation and follow up to ensure timely completion
• Identify trends or recurring documentation issues and communicate findings to the Program Director
• Provide support for NMES eligibility checks as needed, coordinating with billing/AR for follow-up
• Support ongoing CARF readiness by ensuring documentation, audits, and processes align with accreditation standards throughout the year

2. Compliance

• Support and monitor team member compliance with confidentiality requirements, including HIPAA and 42 CFR Part 2, through ongoing guidance and training
• Provide real-time guidance to team members on confidentiality-related questions and scenarios, reinforcing appropriate handling of protected information in daily operations
• Follow up with team members when concerns are identified, providing clarification and support to ensure corrective action
• Assist in coordinating and reinforcing confidentiality training, including onboarding and ongoing education as needed
• Review residential policies and procedures (P&Ps) to ensure alignment with current practices and requirements

3. Health & Safety

• Coordinate and document drills, inspections, and safety-related activities in accordance with organizational expectations
• Track completion of inspections and safety-related requirements
• Support ongoing health and safety practices by reinforcing expectations and following up on identified needs
• Monitor program environment to ensure a safe, clean, and functional setting for clients, visitors, and team members
• Identify safety concerns or risks and ensure timely follow-up, documentation, and resolution
• Provide ongoing Health & Safety training with team members

4. Data Tracking, Surveys, and Reporting

• Coordinate distribution and collection of residential surveys from clients and other stakeholders.
• Track survey completion and follow up with team members to ensure timely submission
• Maintain accurate tracking of survey data and ensure results are recorded and organized appropriately
• Identify trends or gaps in survey completion and communicate updates to Operations
• Promote and encourage survey participation to maximize completion rates and ensure representative data

5. EHR Management & Systems Support (Alleva)

• Serve as the primary point of contact for residential team members regarding Alleva troubleshooting and support
• Create or update Residential EHR forms as directed by the Operations team
• Identify system-related issues and communicate needs or improvements to the Operations team

6. Other Administrative Support

• Coordinate supply and inventory ordering for Residential programs
• Monitor and assist with Residential faxes
• Attend Residential L10 meetings to document notes and communicate any issues or process or system improvement opportunities to the Operations team

Work Environment & Requirements

• Primarily based at the WDDP residential facility
• Scheduled to work at the admin office one day per week
• Travels to other residential facilities approximately once per month to support audits, drills and surveys
• Ability to manage competing priorities in a fast-paced environment

EOS Score Card Measures

• Chart audits completed per month ≥ ?
• % of scheduled drills and inspections completed on time = 100%
• Internal audits completed per month ≥ ?