Operations Officer

Operations Officer - ResidentialReports to: Director of Operations FLSA Status: Full-Time, ExemptPosition SummaryThe 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 ValuesAll 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 growthShow Up with Generosity – Support team members with patience, clarity, and responsivenessCheck the Ego – Remain open to feedback and prioritize the mission over being rightEmbrace Diversity – Foster inclusive, respectful communication across all interactionsQualificationsEducation & ExperienceBachelor's degree preferred2–4 years of experience in operations, administrative coordination, or behavioral health settingExperience working in residential or 24/7 care environments preferredSkillsStrong organizational and coordination skillsAbility to manage multiple workflows simultaneouslyClear and effective communicationStrong follow-through and attention to detailProficiency in EHR systems and Microsoft OfficeAttributesHighly accountable and dependableProactive and solution-orientedComfortable working behind the scenes to support team successCalm and steady in fast-paced environmentsDuties and Responsibilities1. Auditing and Documentation OversightConduct and track internal audits in Residential programsSupport external audits by gathering documentation, preparing materials, and ensuring program readinessMaintain organized records of audit activity and outcomesConduct routine chart audits across all residential programs, ensuring compliance from admission through dischargeMonitor and track completion of required documentation, including treatment plans and respite notesNotify team members of missing or incomplete documentation and follow up to ensure timely completionIdentify trends or recurring documentation issues and communicate findings to the Program DirectorProvide support for NMES eligibility checks as needed, coordinating with billing/AR for follow-upSupport ongoing CARF readiness by ensuring documentation, audits, and processes align with accreditation standards throughout the year2. ComplianceSupport and monitor team member compliance with confidentiality requirements, including HIPAA and 42 CFR Part 2, through ongoing guidance and trainingProvide real-time guidance to team members on confidentiality-related questions and scenarios, reinforcing appropriate handling of protected information in daily operationsFollow up with team members when concerns are identified, providing clarification and support to ensure corrective actionAssist in coordinating and reinforcing confidentiality training, including onboarding and ongoing education as neededReview residential policies and procedures (P&Ps) to ensure alignment with current practices and requirements3. Health & SafetyCoordinate and document drills, inspections, and safety-related activities in accordance with organizational expectationsTrack completion of inspections and safety-related requirementsSupport ongoing health and safety practices by reinforcing expectations and following up on identified needsMonitor program environment to ensure a safe, clean, and functional setting for clients, visitors, and team membersIdentify safety concerns or risks and ensure timely follow-up, documentation, and resolutionProvide ongoing Health & Safety training with team members4. Data Tracking, Surveys, and ReportingCoordinate distribution and collection of residential surveys from clients and other stakeholders.Track survey completion and follow up with team members to ensure timely submissionMaintain accurate tracking of survey data and ensure results are recorded and organized appropriatelyIdentify trends or gaps in survey completion and communicate updates to OperationsPromote and encourage survey participation to maximize completion rates and ensure representative data5. EHR Management & Systems Support (Alleva)Serve as the primary point of contact for residential team members regarding Alleva troubleshooting and supportCreate or update Residential EHR forms as directed by the Operations teamIdentify system-related issues and communicate needs or improvements to the Operations team6. Other Administrative SupportCoordinate supply and inventory ordering for Residential programsMonitor and assist with Residential faxesAttend Residential L10 meetings to document notes and communicate any issues or process or system improvement opportunities to the Operations teamWork Environment & RequirementsPrimarily based at the WDDP residential facilityScheduled to work at the admin office one day per weekTravels to other residential facilities approximately once per month to support audits, drills and surveysAbility to manage competing priorities in a fast-paced environmentEOS Score Card MeasuresChart audits completed per month ? ?% of scheduled drills and inspections completed on time = 100%Internal audits completed per month ??