Position Title: Clinical Operations Manager

Reports To: Director

Employment Status: W-2 Employee

Schedule: Full-Time

Work Arrangement: Remote

Clinical Caseload: 13 completed client sessions per week (based on organizational need)

Operational Responsibilities: Remaining scheduled hours are dedicated to operational leadership, office oversight, staff development, client experience, quality improvement, and assigned organizational initiatives

Direct Reports: Office Leads and other administrative team members as assigned

Compensation: $85,000-95,000 per year based on experience

Position Summary

The Clinical Operations Manager is a strategic operational leader responsible for ensuring exceptional client experiences, operational excellence, data-informed decision-making, and continuous organizational growth. This role serves as the bridge between clinical care, administrative operations, and executive leadership by translating operational data into meaningful action that improves the quality, efficiency, and effectiveness of the organization.

Working closely with the Director, the Clinical Operations Manager proactively identifies opportunities for improvement, develops innovative solutions, coaches office leadership, supports clinical decision-making, and ensures operational systems continue to evolve alongside the organization's growth. This position maintains a reduced clinical caseload (13 clients) while dedicating the remainder of their time to operational leadership, quality improvement, business intelligence, staff development, client experience, and organizational strategy.

Why This Role Exists

As Find Your Balance continues to grow, maintaining exceptional client care requires more than strong clinicians and efficient office staff; it requires dedicated operational leadership. The Clinical Operations Manager exists to ensure that the systems supporting our clients and clinicians remain efficient, scalable, and continually improving.

This role is responsible for identifying trends before they become problems, supporting leaders in their development, strengthening operational processes, improving the client experience, and using meaningful data to guide organizational decisions.

Rather than simply managing daily operations, the Clinical Operations Manager is expected to continuously evaluate how we can better serve our clients, support our clinicians, and strengthen the long-term health of the organization.

Organizational Outcomes

The Clinical Operations Manager is responsible for advancing four core organizational outcomes that support the long-term success of Find Your Balance.

Exceptional Client Experience

• Our clients should experience compassionate, timely, and high-quality care from their very first interaction with our organization. The Clinical Operations Manager works to remove barriers to care, improve communication, strengthen client retention, resolve concerns, and ensure clients are consistently matched with the most appropriate clinician and level of care. Success means clients feel supported, valued, and connected throughout every stage of their care.

Operational Excellence

• Efficient systems allow clinicians to focus on what matters most - providing excellent clinical care.
• The Clinical Operations Manager continuously evaluates workflows, office operations, scheduling processes, compliance procedures, communication systems, and administrative functions to improve efficiency while maintaining exceptional quality. Success means operational systems are reliable, proactive, scalable, and support both staff and clients effectively.

Data-Driven Decision Making

• Meaningful data allows organizations to make better decisions. The Clinical Operations Manager analyzes referral trends, conversion rates, clinician utilization, retention metrics, scheduling data, operational KPIs, and organizational performance to identify opportunities for improvement and provide strategic recommendations to leadership. Success means organizational decisions are informed by accurate data rather than assumptions.

Organizational Growth & Innovation

• Growth requires continuous improvement. The Clinical Operations Manager identifies opportunities to improve workflows, implement new technology, develop policies, enhance operational systems, strengthen staff development, and lead quality improvement initiatives that support sustainable organizational growth. Success means the organization is continually evolving to better serve clients, clinicians, and the community.

The FYBC Leadership Standard

This role is expected to embody the leadership philosophy of Find Your Balance Center.

The Clinical Operations Manager approaches every decision with curiosity, accountability, and a commitment to continuous improvement. Rather than simply responding to challenges, they proactively identify opportunities to strengthen systems, support people, and improve outcomes.

Success is measured not by how many tasks are completed, but by the lasting improvements made to the organization, the client experience, and the effectiveness of the teams they support.

Core Responsibilities

Each responsibility within this position supports one or more of the four organizational outcomes above.

Client Experience & Clinical Operations

Supports Organizational Outcome #1: Exceptional Client Experience

The Clinical Operations Manager provides operational oversight of the client journey while supporting clinical decision-making and access to appropriate care.

Responsibilities

Client Access & Matching

• Review referrals to ensure appropriate clinician matching based on clinical needs, specialty, availability, insurance, and client preferences.
• Support intake and scheduling teams with complex clinical matching questions.
• Review intake assessments to ensure clients are placed at the appropriate level of care.
• Identify barriers preventing clients from accessing services and develop solutions to improve access.

Client Retention & Satisfaction

• Monitor client retention trends and identify opportunities to improve engagement.
• Contact clients as needed to address concerns, repair relationships, gather feedback, and improve the overall client experience.
• Collaborate with clinicians and leadership regarding client concerns or service recovery.
• Monitor client satisfaction data and identify opportunities for organizational improvement.

Clinical Consultation

• Provide operational clinical guidance to administrative staff regarding referrals, scheduling, and client concerns.
• Collaborate with Clinical Supervisors regarding complex clinical situations.
• Support continuity of care during clinician transitions and leaves of absence.

Operational Excellence & Office Leadership

Supports Organizational Outcome #2: Operational Excellence

The Clinical Operations Manager ensures that operational systems function efficiently while coaching and developing administrative leaders to build a high-performing office team.

Responsibilities

Office Leadership

• Coach Office Leads in effective leadership, communication, accountability, and team development.
• Support Office Leads in managing scheduler performance, productivity, and professional development.
• Conduct regular operational meetings with administrative leadership.
• Foster a collaborative, solutions-focused culture across the office team.

Operational Oversight

• Monitor daily office workflows and identify operational inefficiencies.
• Ensure timely completion of medical records requests, subpoenas, insurance audits, and other administrative compliance requirements.
• Collaborate with leadership to resolve workflow challenges and improve operational processes.
• Support onboarding and training of administrative staff.

Business Intelligence & Operational Analytics

Supports Organizational Outcome #3: Data-Driven Decision Making

The Clinical Operations Manager transforms operational data into meaningful insights that guide organizational decisions and strategic planning.

Responsibilities

Operational Reporting

• Monitor referral volume, referral sources, and referral trends.
• Analyze referral conversion from inquiry through intake and ongoing treatment.
• Evaluate client retention and identify opportunities for improvement.
• Monitor clinician cancellations, client cancellations, no-shows, and late cancellations.
• Track clinician availability, utilization, and capacity.

Strategic Analysis

• Forecast hiring needs based on referral trends and clinician availability.
• Identify operational patterns requiring leadership attention.
• Prepare monthly operational reports and dashboards.
• Present findings and recommendations to the Director.

Innovation, Systems Optimization & Organizational Growth

Supports Organizational Outcome #4: Organizational Growth & Innovation

The Clinical Operations Manager leads continuous quality improvement efforts by identifying opportunities to improve systems, workflows, technology, and organizational performance.

Responsibilities

Innovation

• Continuously evaluate existing workflows and recommend improvements.
• Research industry best practices and implement innovative operational strategies.
• Identify opportunities for automation and operational efficiencies.
• Lead quality improvement initiatives across departments.

Technology & CRM

• Monitor and maintain CRM automations and communication workflows.
• Test client-facing automations and ensure systems function as intended.
• Review automation performance, engagement rates, and client feedback.
• Collaborate with leadership on the implementation of new technologies and reporting tools.

Policy Development

• Collaborate with leadership to create, revise, and implement organizational policies and standard operating procedures.
• Develop training materials supporting operational initiatives.
• Identify policy gaps and recommend improvements.

Required Qualifications

Education and Clinical Licensure

• Master’s or doctoral degree in Social Work, Marriage and Family Therapy, Professional Clinical Counseling, Clinical Psychology, or another closely related behavioral health field.
• Active, unrestricted California clinical license in good standing as an LCSW, LMFT, LPCC, or Licensed Psychologist.
• Ability to independently provide psychotherapy within the scope of the individual’s California license.
• Ability to maintain all continuing education, renewal, ethical, and professional requirements associated with the individual’s license.
• Ability to remain credentialed with applicable insurance panels and meet all FYBC clinical documentation and quality expectations.
• No current licensing restrictions, disciplinary limitations, or unresolved matters that would interfere with the responsibilities of the position.

Professional Experience

• Minimum of five years of experience in behavioral health, outpatient mental health, healthcare operations, or a closely related setting.
• Minimum of three years of post-licensure clinical experience preferred.
• Minimum of two years of leadership, management, supervision, program coordination, or operational oversight experience.
• Experience working in an insurance-based behavioral health practice strongly preferred.
• Experience supporting interdisciplinary clinical and administrative teams.
• Experience managing multiple priorities, deadlines, and workflows in a fast-paced environment.
• Experience providing feedback, coaching employees, facilitating difficult conversations, and supporting accountability.
• Experience working with confidential clinical, employee, and organizational information.

Clinical Knowledge

The successful candidate must demonstrate knowledge of:

• Outpatient behavioral health assessment and treatment.
• Client intake and clinical screening processes.
• Appropriate clinician matching.
• Level-of-care considerations.
• Risk identification and appropriate escalation.
• Continuity-of-care planning.
• Ethical and clinically appropriate transfers and discharges.
• Higher-level-of-care recommendations.
• Client engagement and retention.
• Clinical documentation standards.
• Professional boundaries and confidentiality.
• Collaboration with Clinical Supervisors regarding clinical quality and clinician coaching.

This role does not replace the responsibilities of the treating clinician or Clinical Supervisor. The Clinical Operations Manager provides an operational clinical lens, identifies patterns, and collaborates with the appropriate clinical leaders when clinical supervision or case-specific decision-making is required.

Find Your Balance Center for Growth and Change, Inc., is a mission-driven mental health practice providing telehealth services across California. Our mission is to create a world where mental health is prioritized and accessible to all.

Core Values

• Growth through teamwork and positivity
• Respect in every interaction
• Ownership and accountability
• Willingness to lead
• Togetherness in compassion and empathy
• Honesty and integrity