Director of Clinical Program Operations

Director of Clinical Program Operations (DCPO) 

Regionally Based 

  On-site – Concord, CA
  Full-Time – Day-Time and Occasional Evenings/Weekends

Reports to – Vice President, Organizational Development & Operations (VPODO)
  Mission-Driven Nonprofit Organization

About The Hume Center

Founded in 1993, The Hume Center is a federally certified Community Mental Health Center (CMHC) that provides comprehensive behavioral health services through 20 programs across five clinics, several School Based satellite clinics, and community offices in Alameda and Contra Costa counties. Our mission is rooted in promoting psychological well-being, especially among the under- and un-served, through enabling consultation, multicultural competency, and an unwavering commitment to growth, healing, and human potential.

About The Role 

The Director of Clinic Program Operations  provides strategic leadership for the design, implementation, and ongoing management of clinical programs across multiple clinic and community sites.  This role, among others, ensures high quality operational care efficiency that is patient/client centered and in compliance with federal, state and county regulatory, accreditation standards and plans.  The Director serves as a member of the Service Operations team to ensure alignment, buy-in, and coordination of diverse  stakeholders to drive the implementation of strategic business initiatives and programs across  Hume’s clinics and programs. 

This role supports business strategy, organizational alignment, and prioritization of business initiatives of the agency; as  well as supports the development and implementation of clinic operation initiatives, systems, and processes to a desired future state. This professional will participate in change  management plans associated with business initiatives. Performs and assesses strategic performance metrics to support business initiatives and growth, while adhering to relevant  policies and procedures through its crucial role of overseeing clinical operations, and driving ongoing process improvements that enhances patient access, quality of service and satisfaction by working in collaboration with medical and administrative leaders. 

This professional will have strong management skills, and will be responsible for developing and  improving clinic and community program operational processes, and ensure adequate flow of information throughout  the assigned region for smooth running of the day-to-day business operations with guidance  from the VP of Organizational Development and Operations; and in collaboration with clinic/program managers.  The person in this role will need to be a strong problem-solver, detail oriented and  organizationally skilled to help support and manage agency-wide Productivity/Direct Service reports and  data processing. Additionally, the ideal candidate will have exceptional communication skills,  and will be resourceful in building relationships across the larger Hume Center ecosystem in  supporting staff/clinicians in problem-solving; setting, evaluating and meeting their annual  SMART goals in advancing the agency’s mission and expected business performance goals. 

This position is ideal for a leader who is detail-oriented, strategic, and has the ability to balance operational efficiency and clinical excellence to ensure our programs/clinics deliver excellent service that is safe, compliant, and effective.  

Minimum Qualifications: 

• Master’s degree in Healthcare Administration, Healthcare Management, Business Administration, Health Care Management,  Organizational Leadership, Public Health Administration, Behavioral Health field, or be registered or licensed as a clinician or equivalence


• 5 years experience in a behavioral health setting


• 3 years experience in people management, conflict resolution and emotional intelligence 


• Ability to read and interpret data, perform data analysis, and report writing 


• Experience working with diverse communities 


• Adept at working with both internal and external cross-functional teams. 


• Experience in close collaboration with other professionals 


• A history of maintaining confidentiality and discretion in all professional relationships 


• Ability to work in fast-paced and ever changing environments 


• Excellent conflict management resolution and problem-solving skills 


• Ability to prioritize tasks and to meet deadlines 


• Excellent interpersonal and communication skills - verbal and written 


• Proficient in using various Microsoft and Google suites programs such as Microsoft Word, Google doc, PowerPoint. 


• Must be able to read reports and research documents  

Preferred qualifications: 

• Doctorate in Psychology or related field


• 5 years Interpersonal skills and prior management experience 


• Experience developing and executing communication strategies tailored to various  audiences, such as executives and clinic/program leaders 


• Experience in data reporting and management 


• Some knowledge in data analysis software, and advanced Excel functions including  formulas, macros etc.  


• Certifications: Performance Improvement processes (Management Action Plan), conflict  management. 


• Skill in handling multiple tasks and swiftly adapting to changes 


• Strong people and processes management skills 


• Experience in balancing several and competing priorities concurrently

ROLES AND RESPONSIBILITIES: 

• Oversees the entire clinical operations and ensures contract goals are met by service providers 


• Handles all administrative tasks related to service providers (ie. orientation and training to program operations procedures and forms, providing the necessary resources and tools, position expectations, program performance, reviews, scheduling,  direct service reporting, liaison of communication channels). 


• Supervises service providers who provide direct services, including supervisors and trainees. 


• The DCPO will have a clinical background and will be responsible for ensuring that referrals are adequately assessed, and cases assigned based on staff competencies, specialty skills, expected service hours, caseload, appropriateness and availability in collaboration with the Director of Operations and their teams


• Collaborates with each clinic’s Clinical Lead (could be through weekly meetings) to ensure the expected clinical and operational goals are met


• Coordinates regularly scheduled collaboration meetings and ongoing maintenance of  those relationships with community partners/referrals sources in partnership with the Clinical Community Program Director (CCPD) and/or DCS 


• Participates in relevant budget processes, monitor budget performance and delivery of operations within budgeted parameters


• Ability to establish operational goals and objectives that supports Hume’s strategic  operational plan 


• Ability to establish operational goals and objectives that supports Hume’s strategic  operational plan 


• Monitors EHR utilization and optimization in patient encounters and ensures clinicians are adequately trained in the use of the agency’s EHR


• Liaises with cross functional departments to efficiently run and grow the referral process and timeliness of scheduling client service appointments using systems such as CCLink 


• Collaborates with behavioral healthcare multi-disciplinary teams to respond to ongoing client needs


• Understands CalAIM, BHSA, and other federal, state and county priorities


• Ability to effectively plan, delegate and/or supervise the work of others. 


• Effectiveness in oral and written communication; ability to deliver clear directives and set  expectations 


• Knowledge of insurance regulatory issues, billing and coding practices

• Provides assistance with ad-hoc, special projects, as needed 


• Performs other duties as assigned by direct supervisor and the CEO commensurate with the role

Management Reporting, Performance Monitoring & Staff Development

• Oversees staff performance management 


• Monitors appropriate staffing levels and ensure staff completes required trainings


• Promotes individual professional development growth and team building 


• Effectively manages patient contact and follow-ups to reduce no-shows, ensure prompt  rescheduling and follow-up of appointments 


• Develops patient outreach best practices 


• Evaluates patient satisfaction ratings and fosters an environment of a highly positive patient  experience 


• Ensures that patient privacy is being maintained according to HIPAA laws, and our offices  meets OSHA, ADA and other regulatory standards 


• Prepare and present program management reports in collaboration with ITS department and other stakeholders 


• Keeps abreast of all regulatory changes and implements applicable changes 


• Ability to direct, manage, implement, and evaluate operation’s activities


• Collaborates with senior leaders on strategic initiatives and stakeholder engagement


• Partners with the Organizational Development leader(s) to design and implement strategic frameworks and pulse surveys designed to directly align staff engagement, retention, training and professional growth with the organization’s overarching strategic goals and core mission to boost overall organizational performance, and thrive in the ever changing healthcare/behavioral health ecosystem 


• Effectively articulate The Hume Center’s shared vision, mission, and strategic plan 

Operational Support 

• Develop and maintain updated program operations procedural manual, procedures and forms


• Ensuring that clinical documentation is properly logged and stored 


• Oversee Utilization Review and Client Service Authorization (CQRT) 


• Lead, manage and provide administrative oversight for all clinical operations teams within the specified regions


• Oversees individual employee development, safety, and training; and conducts  performance reviews 


• Ensure the team provides exceptional customer service to all clients regardless of race,  religion, sexual orientation, gender in accordance with state, local and federal laws


• Develops comprehensive plans for operational flow patterns, work flow and controls,  ensuring consistency across the Agency 


• Establishes proper monitoring measures in partnership with the Compliance department


• Collaborates with Compliance and other team members to ensure clinics are duly certified, and monitor timelines for re-certification. 


• Clinic events: collaborates with leaders to ensure they have what they need for events


• Undertake Environment of Care (EOC) rounds in collaboration with Operations Director to ensure facilities are clean and welcoming to clients and staff


• Collaborate with Clinic Operations Manager (COM)/Director of Operations (DO) to ensure clinic/team facilities needs are addressed in a timely manner


• Collaborate with Director of Information System & Data (DISD) to ensure clinic/team Information systems needs are addressed in a timely manner


• Prepare operations briefs and reports for supervisors, mid-management and Executive  Team 


• Build cross-functional relationships between departments and programs, and collaborate  with other leaders to meet overall Agency expectations. 


• Create, update and maintain Clinic Operations procedures in collaboration with the Operations Team


• Creates and maintains positive relationships with all stakeholders. 


• Oversees and directs the implementation of projects, operational initiatives/changes as  rolled out by the leadership team


• Builds staff consensus to ensure coordination and integration of care  across the various programs and clinics


• Stay updated with health care and behavioral health care regulations

Program & Business Development Strategies

• Maintain and build community relationships, to ensure sustainability, and differentiation in a competitive and policy-sensitive environment in collaboration with senior leaders on new program development, implementation and sustainability


• Develop needed relationships, develop business proposals and strategies to support growth in accordance with The Hume Center’s mission and values


• Foster external and internal engagements including visiting programs/clinics to ensure ongoing stakeholder engagement to sustain and improve service performance  


• Develop strategies with leaders to promote program and business development

• Implements and monitor new initiatives, provide appropriate  feedback and/or corrective actions 

Compensation & Benefits

• Base Salary: $125K - 160K (commensurate with experience)


• Medical, dental, and vision coverage


• Generous Paid Time Off (PTO) and Paid Holidays


• Competitive Retirement Plan


• Ongoing professional development and training


• Employee wellness and mental health support resources


• Opportunities for advancement in a growing, mission-driven organization

❤️ Why This Role Matters

Your work will directly support the vision and momentum of an organization committed to equity, healing, and innovation in mental health care. In this role, you will lead, manage the work of clinicians who provide direct care to our clients; ensure each clinician meets and exceeds expected deliverables.  

✍️ Ready to Apply?

Please submit your resume and a brief statement of interest. We can’t wait to hear from you `

Other Job Information

Scheduled Weekly Hours: 40 

Shift: Day 

Workdays: Mon, Tue, Wed, Thu, Fri 

Working Hours: 09:00am - 05:00pm 

 On-Call, as needed, for emergency/priority response needs

 Occasional Evenings and Weekends

Job Schedule: Full-time 

Job Type: Standard and office based 

Travel: Yes