Operations Manager, Mental Health & Counseling and Behavioral Health

Working at Yale means contributing to a better tomorrow. Whether you are a current resident of our New Haven-based community, eligible for opportunities through the New Haven Hiring Initiative, or a newcomer, interested in exploring all that Yale has to offer, your talents and contributions are welcome. Discover your opportunities at Yale! Overview In 1971, Yale University established Yale Health to provide health services to its facility, staff and students through a multidisciplinary health maintenance organization located on campus. Yale Health has more than 50,000 members including students, staff, faculty and their families who come from every state in the country and almost every country in the world. With over 50 years of service to the Yale community, our state‑of‑the‑art facility at 55 Lock Street, is where our members receive most of their care from our 150+ providers. It is a 144,000 square foot medical facility with over 90 exam rooms, an Acute Care Department, a 15‑bed inpatient facility with two negative‑pressure rooms, a diagnostic imaging suite including MR and CT scan, x‑ray and ultrasound and a full‑service retail pharmacy. The Operations Manager, Mental Health and Counseling (MHC) & Behavioral Health is responsible for the day‑to‑day clinical and program operations for the MHC service line. The Manager will also participate in program development, implementation, and ongoing management of behavioral health initiatives, with MHC leadership. This role partners closely with clinical and operational leadership to enhance care delivery, drive program growth, and ensure alignment with organizational priorities. The Program Manager ensures efficient daily operations, including scheduling, staffing coordination, workflow optimization, and operational performance monitoring to support high‑quality, patient‑centered care. This position serves as a key liaison across clinical teams, operations, access/scheduling functions, and external partners, ensuring seamless coordination of care and consistent execution of strategic and operational priorities. Daily Clinic Operations (Office Manager Functions) Oversee daily operations of the MHC clinic, ensuring efficient patient flow, access, and care delivery Manage and optimize provider schedules and appointment templates in collaboration with leadership and scheduling teams Coordinate staffing coverage, including daily assignments, coverage gaps, PTO planning, and workload balancing Monitor and manage operational metrics, including patient access and scheduling timelines, wait times and throughput, visit volumes and demand trends, no‑show and cancellation rates Optimize space utilization, ensuring effective use of clinic rooms, shared spaces, and scheduling alignment Serve as primary liaison with front desk and call center teams to ensure scheduling accuracy, workflow alignment, and issue resolution Troubleshoot day‑to‑day operational challenges related to scheduling, patient flow, and staffing Standardize and maintain clinic workflows and operational protocols, particularly related to intake, scheduling, and patient movement Support onboarding and training of staff related to operational processes and systems Ensure readiness for daily operations through proactive planning and coordination Quality Outcomes & Performance Management Develop, implement, and monitor operational KPIs focused on access to care, scheduling efficiency, patient flow and throughput, and workflow reliability and consistency Analyze operational performance trends and identify opportunities for improvement Lead and support continuous quality improvement (CQI) initiatives focused on workflows and access Ensure alignment with regulatory requirements, accreditation standards, and operational best practices Support patient safety, risk mitigation, and compliance activities as they relate to operational workflows Reporting & Analytics Collaborate with informatics and analytics teams to develop operational dashboards and reporting tools Translate data into actionable insights to inform workflow improvements and access optimization Ensure data integrity, standardization, and transparency across operational reporting Present operational trends, insights, and recommendations to leadership Vendor Management Oversee relationships with vendors supporting behavioral health services (e.g., digital platforms, care tools) Participate in vendor selection, contract evaluation, and performance monitoring Ensure vendors meet contractual obligations, service expectations, and operational standards Coordinate with internal stakeholders (IT, procurement, legal) to support vendor lifecycle management Stakeholder Engagement & Collaboration Serve as a key liaison between clinical leadership, operations, front desk/call center, and external partners Facilitate cross‑functional meetings, workgroups, and governance structures Communicate program updates, operational changes, risks, and outcomes effectively Support change management efforts related to new programs, workflows, and operational improvements Maintain strong collaboration with COM and NSP structures to ensure alignment and integration Schedule: Full‑time, 37.50 hours; M‑F, between 8:30‑5:00; occasional early mornings, evenings, weekends, holidays/recess periods may also be required. Required Skills and Abilities Strong knowledge of behavioral health care ambulatory operations Five plus years of healthcare office or operations management experience Experience with quality improvement methodologies and operational performance measurement Proficiency in data analysis, reporting, and dashboard utilization Strong operational management skills, including scheduling, staffing, and workflow optimization Excellent project management skills with ability to manage multiple priorities simultaneously Strong communication, collaboration, and stakeholder engagement skills Ability to problem‑solve in a fast‑paced, dynamic clinical environment Key attributes: strategic thinker with strong execution capabilities; operationally focused and detail‑oriented; data‑driven and outcomes‑oriented; collaborative and relationship‑focused; adaptable and comfortable managing both strategic initiatives and daily operations; committed to improving patient experience, staff engagement, and operational excellence Preferred Skills and Abilities Master’s degree in healthcare administration, public health, business administration, or related field Principal Responsibilities Reviews and determines staffing needs, job posting requirements, salary guidelines, and labor agreement interpretations for exempt and non‑exempt staff in one or more functional department of the University Manages the administrative support needs for exempt and non‑exempt staff and provides recommendations, improvements, solutions, and assistance as needed Manages and monitors technology needs, conducts inventory, and system requirements for the assigned departments Develops and prepares budgets, financial forecasts, and financial analyses and the actual vs. budgeted performance reports for the departments Manages the use of facilities in one or more departments including office space, work stations, equipment, and office supplies Manages administrative support for activities of one or more departments to ensure timely completion of projects Manages and coordinates training sessions for assigned departments when new policies or practices are adopted Ensures compliance with University and federal regulations as they apply to the assigned departments Identifies, plans, and develops administrative policies for the assigned departments Assists in reviewing and implements University and departmental policies as they pertain to the administrative functions of the assigned department Assesses and makes recommendations regarding staff development and staffing levels Monitors, develops, plans, and executes systematic research on user requirements through mechanisms such as surveys, interviews, focus groups and competitive analysis Manages a staff of exempt and non‑exempt employees May perform other duties as assigned Required Education and Experience Bachelor’s Degree in related field and 5 years of experience or an equivalent combination of education and related experience. Equal Employment Opportunity Statement The University is committed to basing judgments concerning the admission, education, and employment of individuals upon their qualifications and abilities and seeks to attract to its faculty, staff, and student body qualified persons from a broad range of backgrounds and perspectives. In accordance with this policy and as delineated by federal and Connecticut law, Yale does not discriminate in admissions, educational programs, or employment against any individual on account of that individual’s sex, sexual orientation, gender identity or expression, race, color, national or ethnic origin, religion, age, disability, status as a special disabled veteran, veteran of the Vietnam era or other covered veteran. Note Yale University is a tobacco‑free campus. #J-18808-Ljbffr