Director of Operations

Director of Operations

Empowering Minds Resource Center (EMRC)

Position Title

Director of Operations

Reports To

Chief Executive Officer (CEO)

Position Summary

The Director of Operations is responsible for providing leadership and direction for all day-to-day operations of Empowering Minds Resource Center's (EMRC) clinical and administrative activities. This includes the Outpatient Mental Health Clinic (OMHC), Case Management/Care Coordination, and Psychiatric Rehabilitation Program (PRP) service divisions as well as the Quality Assurance, Medical Billing, and Human Resources departments.

The Director of Operations works closely with the CEO to ensure agency operations remain compliant, efficient, client-centered, financially sustainable, and aligned with EMRC's mission, strategic goals, CARF standards, COMAR regulations for Maryland behavioral health, and program-specific contractual requirements.

This position supervises Operations Managers, Program Directors, and department leadership staff; And is responsible for quality assurance, outcomes tracking, and operational excellence across all agency locations and services.

Strong knowledge of behavioral health operations, Maryland COMAR regulations, CARF standards, and mental health program management is required.

Essential Duties & Responsibilities

Operational Leadership

• Provide overall operational oversight for all EMRC divisions, departments, and programs.
• Oversee daily operations of OMHC, Case Management/Care Coordination, PRP, Human Resources, billing, and administrative functions.
• Ensure programs operate efficiently, effectively, and in compliance with agency standards and regulatory requirements; tracking productivity and outcomes.
• Monitor operational workflows and implement improvements to enhance excellence, efficiency, productivity, and service delivery.
• Develop and maintain operational systems, policies, procedures, and internal controls.
• Collaborate with executive leadership to support agency growth, expansion, and strategic initiatives.
• Identify operational risks and implement corrective action plans as needed.

Staff Supervision & Management

• Directly supervise Operations Managers, Program Directors, and assigned leadership staff.
• Provide leadership, coaching, accountability, and performance management to department leaders; Including timely performance feedback and evaluation.
• Conduct regular supervisory meetings and operational reviews with leadership staff.
• Uphold consistency in chain-of-command communications.
• Ensure departments maintain staffing coverage and operational continuity.
• Assist with recruitment, on-boarding, retention, and staff development initiatives.
• Support a positive, professional, and collaborative workplace culture.

Regulatory Compliance & Quality Assurance

• Ensure compliance with:
  • Maryland COMAR regulations
  • Medicaid requirements
  • CARF standards
  • State and federal behavioral health regulations
  • Program-specific contractual requirements
  • EMRC policies and procedures
• Participate in CARF preparation, accreditation activities, audits, and quality improvement initiatives.
• Monitor program operations to ensure documentation, workflows, and service delivery meet regulatory standards.
• Assist with corrective action planning and implementation when deficiencies are identified.
• Support agency-wide quality assurance and compliance monitoring activities.

Program Oversight

• Monitor program performance, productivity, utilization, and operational outcomes.
• Collaborate with Program Directors to ensure programs meet census, service, and productivity goals.
• Support implementation of mental health operational strategies that improve client engagement, retention, and outcomes.
• Assist departments with operational problem-solving and workflow development.
• Ensure operational consistency across programs and locations.

Financial & Administrative Oversight

• Work collaboratively with Quality Assurance and Medical Billing Departments to support operational and financial performance.
• Monitor operational trends impacting revenue cycle management and service delivery.
• Assist leadership with budget oversight, operational forecasting, and resource allocation.
• Ensure agency-wide operations support COMAR regulations, billing compliance; and Maryland Public Behavioral Health System (PBHS)-, Medicaid/Medicare, and 3rd party requirements.

Communication & Leadership

• Serve as a liaison between executive leadership and department management staff.
• Provide operational reports and updates to the CEO.
• Ensure effective communications between service divisions.
• Participate in leadership meetings, strategic planning, and organizational initiatives.
• Promote a culture of accountability, professionalism, customer service, and continuous improvement.

Qualifications

Education

• Master's degree required in Healthcare Administration, Business Administration, Psychology, Social Work, Public Health, Human Services, or related field.
• Licensure in healthcare, highly beneficial but not required.

Experience

• Minimum of 5 years of leadership or operations management experience in behavioral health, mental health, healthcare, human services, or community programming.
• Experience overseeing multiple departments or behavioral health programs required.
• Experience with OMHC, Case Management/Care Coordination, PRP, or community-based behavioral health services strongly preferred.
• Experience with CARF accreditation processes strongly preferred.
• Experience supervising leadership staff and managing day-to-day agency operations required.

Knowledge, Skills & Abilities

• Strong knowledge of Maryland COMAR regulations and behavioral health operations.
• Knowledge of CARF standards and accreditation processes.
• Understanding of mental health operational strategies and program management.
• Strong leadership, organizational, and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to manage multiple departments and competing priorities.
• Strong interpersonal and staff management skills.
• Ability to maintain professionalism and confidentiality.
• Proficiency with electronic health record systems and operational reporting tools.

Physical & Work Requirements

• Ability to work in an office and community-based environment.
• Ability to travel between agency locations as needed.
• Ability to sit, stand, walk, and use standard office equipment for extended periods.

Position Type

• Full-Time
• Exempt

Work Schedule

Monday - Friday
Additional hours may be required based on operational needs.