Manager Clinical Operations - Mental and Behavioral Health Services

Job Description

Job Description

Benefits:

• Paid time off

Position Summary

New Vision Behavioral Health Services is seeking a hands-on Manager, Clinical Operations to help manage the day-to-day operations of our clinical and behavioral health programs.

New Vision is a growing community-based behavioral health agency, so this is not a traditional corporate management position. We are looking for someone who is comfortable working directly with clinicians, case managers, administrative staff, and leadership to keep services organized, documentation moving, schedules supported, and client needs addressed.

The Manager, Clinical Operations will help ensure our clinical programs operate efficiently, staff understand expectations, documentation and service requirements are being followed, and operational concerns are identified and addressed before they become larger problems.

This position combines people coordination, clinical operations, documentation oversight, scheduling, compliance support, and day-to-day problem solving .

Primary Responsibilities

Clinical Operations

• Develop, Manage, and Support the daily operation of New Vision's behavioral health and clinical programs
• Monitor clinical schedules, caseload needs, client access, cancellations, staffing gaps, and service coverage
• Manage and coordinate clinicians, case managers, QMHS staff, interns, and administrative support as appropriate.
• Work with leadership to identify operational issues affecting client care or staff productivity.
• Ensure clients are appropriately assigned and services are coordinated efficiently.
• Follow up on operational concerns involving scheduling, documentation, client communication, or internal processes.
• Assist with implementing new clinical programs, services, workflows, and operational changes.
• Participate in regular clinical and operational meetings.

Documentation & Service Follow-Up

• Monitor timely completion of clinical documentation, progress notes, treatment-related documentation, and other required records.
• Follow up with staff regarding overdue or incomplete documentation.
• Identify documentation trends that may create compliance, billing, or operational concerns.
• Work with billing and administrative staff when documentation is preventing or delaying claims.
• Reinforce agency expectations regarding documentation timelines and accuracy.
• Escalate repeated documentation concerns to leadership when appropriate.

Staff Coordination & Accountability

• Serve as a day-to-day operational resource for clinical and case management staff.
• Help communicate expectations, workflow changes, policies, procedures, and deadlines.
• Monitor staff attendance, scheduling concerns, productivity concerns, and completion of assigned responsibilities.
• Provide coaching and operational feedback when appropriate.
• Support onboarding and orientation of new clinical and case management employees.
• Support and contribute to leadership and HR with documenting performance concerns when necessary.
• Maintain a collaborative environment where staff communicate problems early and work together to resolve them.

Quality & Compliance Support

• Support and enforce compliance with New Vision policies, Medicaid and payer requirements, HIPAA, applicable behavioral health regulations, and accreditation expectations.
• Lead and Participate in internal chart reviews, documentation reviews, file audits, and corrective follow-up.
• Help leadership prepare for regulatory, payer, accreditation, and quality reviews.
• Identify recurring operational or documentation problems and recommend practical improvements.
• Assist with maintaining clinical policies, procedures, workflows, and supporting documentation.
• Support CARF readiness and ongoing quality-improvement activities as assigned.

Client & Program Support

• Help resolve operational issues that may interfere with a client's ability to receive services.
  Coordinate with clinical, case management, administrative, and billing teams when a client issue crosses multiple departments.
  Help identify gaps in services or workflow that may affect client experience.
  Support appropriate client follow-up when scheduling or staffing issues occur.

• Assist leadership in monitoring program utilization, client access, and service delivery.

Reporting & Communication

Provide leadership with regular updates regarding staffing and scheduling concerns, documentation completion, client-service concerns, operational barriers compliance or quality concerns program needs; and recommended follow-up actions.
Track basic clinical operational metrics when requested. Maintain clear documentation of significant issues and follow-up activities.
Communicate concerns promptly rather than allowing operational issues to remain unresolved.

What This Role Is Not

The Manager, Clinical Operations supports the operation and administration of clinical services for Behavioral and Mental Health Services

This position does not replace any licensed clinical supervisor or independently provide clinical supervision that requires a specific professional license or supervisory designation unless the employee separately holds the appropriate credential and is formally assigned that responsibility.

Final clinical decisions requiring licensed clinical judgment remain with the appropriately credentialed clinical professional.

Minimum Qualifications

• Bachelor's degree in behavioral health, social services, healthcare administration, business, human services, psychology, social work, or a related field or equivalent relevant behavioral-health experience .
• 1-3 years in a leadership role. 
• Previous experience working in behavioral health, mental health, substance-use services, healthcare, social services, case management, or a related environment.
• Experience coordinating people, schedules, documentation, workflows, or programs.
• Strong organizational and follow-through skills.
• Comfortable addressing performance and accountability concerns professionally.
• Ability to manage multiple priorities in a small, fast-moving organization.
• Strong written and verbal communication skills.
• Working knowledge of electronic health records and Microsoft Office/Microsoft 365.
• Ability to maintain confidentiality and comply with HIPAA and agency requirements.
• Ability to successfully complete required background checks.

Preferred Qualifications

• At least 2 years experience in Mental and Behavioral Health Services. 
• Previous supervisory, lead, clinical-operations, program-management, or healthcare-management experience.
• Experience with Medicaid behavioral health services.
• Experience with clinical documentation, audits, billing-related documentation requirements, or quality assurance.
• Familiarity with CARF or other healthcare accreditation standards.
• Experience with an electronic health record or behavioral-health practice-management system.
• QMHS, CDCA, LSW, LPC, LISW, LPCC or other behavioral-health credential is welcomed but not required unless assigned duties require the credential .

Skills We Are Looking For

The right person for this position is:

• Organized and dependable.
• Comfortable holding people accountable.
• Able to communicate with different personalities.
• Willing to jump in and solve problems.
• Detail-oriented without losing sight of the bigger picture.
• Comfortable working in a smaller organization where responsibilities occasionally overlap.
• Able to recognize a problem, communicate it, and help develop a solution.
• Collaborative rather than territorial.
• Client-focused while still understanding that documentation, compliance, productivity, and operational expectations matter.
• Performance Expectations
• Success in this role will be measured through areas such as:
• Timeliness of clinical documentation.
• Staff follow-through and accountability. 
• Effective scheduling and service coverage.
• Reduction of preventable operational issues.
• Communication between clinical, administrative, billing, and leadership teams.
• Completion of assigned audits and follow-up activities.
• Client access and continuity of services.
• Compliance with agency policies and applicable requirements.
• Ability to identify concerns early and bring practical solutions forward.

Physical & Work Requirements

• Ability to work primarily in an office and behavioral-health service environment.
• Ability to use a computer and electronic health record for extended periods.
• Ability to communicate regularly with employees, clients, leadership, and outside partners.
• Occasional local travel may be required for agency-related activities.

Additional Expectations

Because New Vision is a small and growing agency, responsibilities may evolve as programs and operational needs change. The Manager, Clinical Operations may be asked to assist with other reasonable clinical-operational responsibilities consistent with the purpose and level of the position.

New Vision Behavioral Health Services is an Equal Opportunity Employer.