Description
The Operations Manager (Practice Manager) is responsible for the day-to-day administrative and operational oversight of front-end clinical operations at Crawford County Mental Health Center (CCMHC). This role ensures efficient patient access, registration, and intake of workflows while maintaining high standards of customer service, compliance, and operational performance. This position provides direct administrative supervision to registration staff and patient navigators and serves as the operational leader for patient flow from initial contact through service engagement. This position will be primarily located at 911 E. Centennial Pittsburg, KS, but will provide support to all clinical locations throughout the CCMHC health system. The Operations Manager partners closely with clinical leadership and executive staff to optimize access, improve workflows, and support CCMHC’s mission, regulatory requirements, and strategic initiatives.
Requirements
Primary Job Duties and Responsibilities
Practice Operations & Patient Access
- Oversee daily operations of registration/front desk and patient navigation/intake functions
- Ensure efficient patient flow from check-in through service connection
- Develop and maintain workflows for access, scheduling, and intake
- Monitor and improve wait times, no-show rates, and access to care metrics
Staff Supervision & Development
- Provide direct supervision to registration staff and patient navigators
- Responsible for hiring, onboarding, training, and performance management
- Ensure adequate staffing coverage and scheduling
- Coordinate orientation and ongoing staff development
Workflow & Process Improvement
- Identify inefficiencies and implement process improvements
- Standardized procedures across access points and service lines
- Collaborate with clinical teams to improve care coordination
Customer Experience & Service Excellence
- Ensure high-quality customer service in all patient interactions
- Address patient concerns and resolve service issues
- Promote a welcoming, trauma-informed environment
Regulatory Compliance & Quality
- Ensure compliance with CCBHC standards, KDADS, HIPAA, and 42 CFR Part 2
- Support data collection, reporting, and audit readiness
- Monitor documentation and operational data accuracy
Facility & Administrative Oversight
- Maintain a safe, clean, and organized environment
- Ensure materials and patient-facing information are current
- Coordinate maintenance requests and monitor completion
Financial & Operational Performance
- Monitor productivity and operational Key Performance Indicators
- Assist with budget oversight related to operational areas
- Support supply and equipment purchasing
- Collaborate on revenue cycle optimization
Coordination & Communication
- Serve as liaison between departments and locations
- Coordinate with leadership and represent operations in meetings
- Support continuity of operations planning (COOP)
Technology & Systems
- Oversee operational use of EHR systems
- Support implementation of new tools and technologies
- Ensure accurate data entry and reporting
Credential and Experience Requirements
- Bachelor’s degree in business administration, Healthcare Administration, or related field. Relevant experience may substitute.
- 3–5+ years in healthcare or behavioral health operations
- Prior supervisory experience required
- Experience with front-end operations strongly preferred
- Maintain the ability to communicate effectively via in person, telephone, and email communication.
- Excellent organizational and problem-solving skills.
Crawford County Mental Health Center (CCMHC) is an Equal Opportunity Employer.
CCMHC provides equal employment opportunities to all team members and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
At-Will Employment. I understand that I am an employee at-will and that neither this document nor any other document, writing, or manual creates, or is intended to create, a contract of employment between myself and Crawford County Mental Health Center. Crawford County Mental Health Center is an employment-at-will agency. This means an employee has the ability to quit employment for any or no reason, and an employer may terminate employment for no reason or for any non-discriminatory and/or non-retaliatory reason.
Ability to move freely in the community and in a wide variety of circumstances. Special accommodation that can successfully assist an incumbent will be provided.
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