Clinical Operations Manager

Rate of Pay: $71,441/Yearly

Shift: Monday-Friday 8am-4:30pm

Eligible Benefits

• 11 Paid Holidays
• 5 Additional Paid Days: 3 Self-Care, 1 Birthday, 1 Personal Holiday
• Generous PTO policy and Sabbatical
• Employer Paid Medical, Life Insurance, Short Term Disability and Employee Assistance Program
• Voluntary Dental, Vision, FSA, Long Term Disability, Critical Illness, Accident Coverage, Hospital Indemnity and Pet Insurance
• 5% Retirement Match with no waiting period 
• Annual bonus program
• Annual professional development allotment
• Mileage reimbursement at federal rate for work related travel
• Inclusive workplace culture
• Bilingual wage differential 

Job Summary

This full-time Clinical Operations Manager is responsible for providing operational across BTC clinical services. Working in partnership with senior clinical leadership, this role ensures the effective integration of administrative functions, program operations, and behavioral health service delivery. The Clinical Operations Manager oversees day-to-day clinic operations, supports intake and discharge processes, strengthens service workflows, and provides onsite guidance to staff, participants, and community partners to ensure smooth engagement in care. This position applies operational best practices to promote consistency across BTC clinical sites, enhance service delivery, and support quality behavioral health care. The Clinical Operations Manager monitors key program metrics, leads process improvement initiatives, conducts quality assurance activities, and ensures compliance with organizational, contractual, and regulatory standards. Through strong collaboration, leadership, and problem-solving, this role advances operational excellence and contributes to participant-centered, trauma-informed, and culturally responsive services across BTC programs.

Essential Job Duties and Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Exercise independent judgment and decision-making in overseeing daily clinical operations, guiding staff through complex service-delivery and participant-related issues, setting operational priorities, and ensuring continuity and quality of care. Serve as the primary onsite operational decision-maker for clinical programming and escalate high-impact or emergent concerns to senior leadership as appropriate.
• Manage recruiting, onboarding, training, development, performance management, retention and scheduling of front office personnel, fostering a positive and productive work environment.
• Ensure adequate staffing coverage by overseeing scheduling and delegation, supporting leaders in managing gaps in coverage, and coordinating operational responses to maintain continuity of care and program operations.
• Provide operational leadership for BTC clinical services, overseeing process improvement, administrative systems, and workflow integration to support strategic program goals.
• Develop, implement, and monitor clinical intake, assessment, and service-delivery procedures that enhance access to care, support coordinated services, and ensure compliance with OHA, OAR, HIPAA, Medicaid, and contractual standards.
• Establish and maintain clinic standards across locations, including scheduling systems, group rosters, clinic space utilization, and adherence to evidence-based treatment models and trauma-informed, culturally responsive practices.
• Oversee clinical quality assurance by monitoring documentation timeliness and accuracy, treatment planning, assessment updates, service progression, referrals, productivity benchmarks, and outcome tracking.
• Ensure timely, clinically sound communication with referents and community partners, reviewing reports for completeness and alignment with program and regulatory standards.
• Collaborate with program leadership to support timely screenings and assessments, operational readiness for OHA recertification, and continuous improvement of clinical workflows.
• Partner with operations leadership to ensure front desk processes, lobby standards, clinic environment, and open/close procedures meet organizational expectations for safety, accessibility, and participant experience.
• Represent BTC in multidisciplinary and community partner meetings, strengthening relationships and ensuring coordinated, community-focused service delivery.
• Apply an equity lens and harm-reduction foundation across clinical operations, supporting population-specific services and inclusive practices throughout programs.
• Lead and contribute to organizational workgroups, major initiatives, and cross-department projects that shape clinic operations, service integration, and long-term system improvements.
• Promote effective communication and collaboration across departments, building internal and external partnerships that support integrated care, operational excellence, and improved participant outcomes.
• Proactively identify participant, staff, compliance and program risks, taking ownership for timely mitigation by implementing appropriate interventions, escalating concerns to senior leadership, and ensuring documentation and follow-through in alignment with organizational policies.
• Provide leadership during critical incidents and crises, ensuring staff compliance with established procedures, activating onsite support and Narcan administration as required, and overseeing complete, accurate incident documentation and resolution.
• Uphold organizational and credentialing ethics, including professional boundaries, confidentiality, and trauma-informed communication standards.
• Participate in regular supervision, team meetings, and training as assigned.
• Adhere to organizational policies and procedures, confidentiality regulations, and all applicable federal and state behavioral health standards.

Experience, Knowledge, Skills and Abilities

The following are the minimum levels required to successfully perform the Essential Job Duties and Responsibilities.

• CADC-I, or ability to obtain within 6 months of hire, required
• QHMA, or ability to obtain within 6 months of hire, required
• Bachelor’s degree in human services-related field, strongly preferred
• Minimum 2 years leadership experience in a behavioral health related setting, required
• State ORCHARDS BCU background check clearance, required
• Valid driver’s license, personal vehicle with active registration and liability insurance and acceptable driving record in accordance with Bridge’s to Change’s auto liability policy requirements, required
• Demonstrated competency in supporting participants from diverse genders and communities, including understanding how social determinants, systemic inequities, and cultural factors influence engagement, safety needs, and recovery goals
• Strong operational leadership skills with demonstrated success overseeing program operations, managing projects, implementing strategic initiatives, and coordinating services across multiple program types (behavioral health, housing, community-based services, etc)
• Demonstrated ability to establish and maintain clear professional and therapeutic boundaries while engaging participants with empathy, respect, and clinical intention
• Strong communication, interpersonal, and conflict-resolution skills, with the ability to facilitate difficult conversations, support staff performance, and engage collaboratively with internal teams and external partners
• Demonstrated ability to identify operational and service gaps and collaborate with community partners, leadership, and multidisciplinary teams to implement solutions that improve outcomes
• Advanced clinical documentation skills, with the ability to produce and audit accurate, concise, and timely records that meet Medicaid, regulatory, and internal quality standards
• Advanced computer literacy, including proficiency with Word, Outlook, Electronic Health Record (EHR) systems, communication tools and ability to support staff in utilizing these systems effectively
• Ability to recognize and respond to clinical and operational concerns, including co-occurring disorders, risk factors, workflow breakdowns, and barriers to care, and to intervene appropriately within scope while supporting staff decision-making
• Experience with crisis prevention, de-escalation, and intervention strategies, including the ability to remain calm, regulated, and exercise sound clinical judgment in high-stress situations
• Strong organizational and time-management skills, with the ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail, service quality, and compliance requirements
• Knowledge of evidence-based and recovery-oriented behavioral health practices, including individual and group counseling dynamics, rapport building, and methods for supporting client engagement
• Ability to work effectively within diverse, interdisciplinary teams and to promote a collaborative, inclusive, and equity-informed workplace culture
• Strong commitment to ethical practice, confidentiality, and adherence to professional standards and regulatory guidelines applicable to the role and level of credentialing

Working Conditions

Environment and Physical Requirements: This position is based in an office clinical setting and may occasionally require work at other BTC program locations such as recovery centers or administrative sites. Those locations are subject to a variety of environmental weather conditions including rain, snow, wind, and dust. The position frequently requires travel by car. This position interacts constantly with staff, visitors, program participants, government agencies, and others. The role may involve exposure to substances such as alcohol, drugs, drug paraphernalia, and biohazards (including bodily fluids) in the course of routine duties. Appropriate precautions, PPE, and training are provided in accordance with BTC policy and OSHA standards. The position stands, walks, bends, lifts, and moves intermittently during working hours. The incumbent must be able to lift, push, pull and move files, supplies and equipment in excess of 15 pounds.

Emotional and Cognitive Demands: Work in behavioral health settings involves regular exposure to individuals experiencing emotional distress, crisis and/or unpredictable behavior. Staff may encounter verbally escalated interactions, trauma-related content, and situations requiring rapid assessment, sound judgment, and effective de-escalation skills. The role requires sustained emotional regulation, the ability to maintain professional boundaries, and resilience when supporting participants with complex behavioral health, substance use, and psychosocial needs. Crisis situations may occur with little warning and require immediate attention, adherence to safety protocols, and clear communication with team members.

Position Type and Expected Hours of Work: This is a full-time, salaried exempt position. Standard days and hours of work are typically Monday through Friday, and the role requires regular onsite presence during core business hours unless an alternative schedule is specified for the position. Flexibility is expected to meet program demands, and occasional evening, weekend, or holiday hours may be required based on job duties.

Other Duties and Responsibilities: This job description is a summary of the essential duties and responsibilities for this job, and it does not necessarily represent an all-inclusive list of duties, responsibilities, tasks or procedures. Employees are required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instruction or assignments. Nothing in this description restricts Bridges’ right to assign or reassign duties at any time.

Accommodation Statement: Essential job duties and responsibilities are subject to possible modification to reasonably accommodate individuals with disabilities. To perform the job successfully, an incumbent or applicant must possess the experience, knowledge, skills, and abilities to perform each essential duty and responsibility proficiently. If you require an accommodation in order to perform the essential duties and responsibilities of this job, please contact the Bridges to Change Human Resources Department.

Bridges to Change is an Equal Opportunity Employer