Chief Operating Officer

Description

POSITION TITLE: Chief Operating Officer (COO) REPORTS TO: President/CEO

FLSA CLASSIFICATION: Exempt - Executive

POSITIONS SUPERVISED: Senior Director of Adult and Children’s; Clinical Directors; Director of Quality and Compliance; Director of Operations, Director of Behavioral Health Urgent Care

POSITION OVERVIEW

The Chief Operating Officer (COO) is a senior executive responsible for the strategic planning, development, implementation, and evaluation of the organization's programs. The COO ensures services align with the organization's mission and goals; deliver high-quality, consistent, and impactful services; and remain responsive to the needs of consumers, families, funders, and the community. The COO leads organizational operations, clinical services, quality, compliance, and risk management.

ESSENTIAL POSITION RESPONSIBILITIES

Strategic & Mission-Aligned Leadership

• Leads the strategic planning, development, implementation, and evaluation of programs to ensure alignment with the organization's mission, goals, and priorities.
• Advises the President/CEO on service operations, risk, policy, and major organizational initiatives.
• Establishes goals, policies, and procedures for assigned services, programs, and operational functions.
• Advances service strategy through behavioral-health planning and managed-care partnerships.
• Anticipates emerging community needs and trends, identifies service gaps and growth opportunities, and drives innovation and program development in response.

People Leadership & Culture

• Leads assigned senior and clinical leaders through clear expectations, coaching, and accountability.
• Partners with Human Resources on staffing, development, performance management, and employee relations.
• Fosters a culture of accountability, innovation, engagement, continuous learning, and shared ownership across assigned programs and leadership teams to build effective, high-performing teams.
• Strengthens workforce development, resources, priorities, and retention to support high-quality services.

Operational & Financial Stewardship

• Ensures assigned programs operate as an integrated, effective system with clear priorities, consistent service models, appropriate resources, and measurable outcomes.
• Directs daily operations, budgets, performance measures, project progress, and resource allocation.
• Oversees billing operations including billing, budget, electronic health record systems
• Manages Outpatient and Adult and Children's Services to improve continuity, efficiency, and outcomes.
• Partners with President/CEO, CPO, and CFO on budgets, analyses, reporting, and operational sustainability.

Quality, Compliance & Risk Management

• Establishes program performance measures and success indicators; monitors performance and risks, and uses data to guide decisions, program evaluation, continuous quality improvement, and corrective action.
• Oversees corporate compliance, accreditation, audits, and regulatory readiness.
• Provides oversight for clinical and case management programs; ensures appropriate standards and supervision.
• Oversees program policies, procedures, safety, ethics, and service-delivery standards.

Collaboration & Stakeholder Leadership

• Represents MHA through community boards, committees, coalitions, and behavioral-health planning efforts.
• Partners across the organization to strengthen alignment, accountability, and decision-making.
• Engages funders, managed‑care partners, and community agencies regarding operations and impact.
• Collaborates with executive leaders and the Board and supports oversight in the President/CEO's absence.
• Other duties as assigned by supervisor.

ORGANIZATION STANDARDS

Professionalism and Communication

Demonstrates clear, respectful, and professional communication in both verbal and written interactions, with a focus on collaboration and solution-oriented dialogue. Shares information responsibly and addresses concerns constructively while maintaining a positive, professional demeanor—even in challenging situations.

Time & Priority Management

Effectively manages workload by prioritizing tasks, planning proactively, and addressing challenges to meet deadlines and responsibilities. Maintains a solution-focused approach and professional composure while balancing competing priorities.

Reliability & Accountability & Ownership

Demonstrates dependability by consistently meeting commitments, deadlines, and responsibilities while taking ownership of work and outcomes. Acts with integrity, follows through on obligations, and addresses mistakes proactively to support a culture of accountability and trust.

Adaptability and Change Agility

Demonstrates adaptability by embracing new processes, priorities, and organizational changes with resilience and a willingness to learn. Adjusts work approaches as needed and supports others through change with a constructive, solution-focused mindset.

Organizational Alignment and Mission Focus

Demonstrates behaviors aligned with the organization’s mission, values, and professional standards while supporting goals and initiatives through actions and attitude. Consistently follows policies and ethical guidelines, maintains confidentiality, and contributes to a culture of professionalism, respect, and service.

POSITION REQUIREMENTS

• Master's degree in Social Work, Psychology, or mental‑health field required; or related combination of education and experience. QMHP qualifications for assigned clinical‑service programs, preferred.
• Minimum of five (5) years working with individuals experiencing severe and persistent mental illness required.
• Demonstrated senior leadership, sound judgment, program management, and staff‑development skills.
• Demonstrated knowledge of quality assurance, compliance, continuous improvement, and accreditation standards.
• Strong communication and collaboration skills with leaders, Boards, funders, and community partners.

Driver Level: Level 2 - Routine driving for work, errands, or transporting others; may be infrequent or on an irregular basis. Personal insurance and valid driver’s license required.

Position Flexibility: Primarily Onsite with Defined Remote Flexibility: This position is primarily onsite, with limited, pre-approved remote work permitted. Remote work arrangements must be formally documented in writing, maintained in the employee's file, approved by HR, and any changes or exceptions must be communicated to HR.

PHYSICAL REQUIREMENTS

• Sitting and standing for extended periods of time, including during meetings and travel.
• Lifting and carrying up to twenty (20) pounds.
• Driving and community travel as required.

EEO race, color, religion, sex, parental status, national origin, age, disability, genetic information, political affiliation, military service, or other non‑merit based factors.