Operations Manager

This role is the operational spine of the business and the direct support behind the CEO. It owns the client journey from first inquiry through case closure, the processes that hold the company together, and the CEO’s calendar, inbox, and commitments. The operational and executive-support halves are one job because they share one purpose: making sure nothing waits on someone who is already at capacity. It is an operational and administrative role. It does not provide clinical services, assessment, or judgment, it does not execute the billing cycle, and it does not set business strategy. It owns the process, the record, and the deadline. The percentages below are the agreed time allocation for the role. It is an operational and administrative role. It does not provide clinical services, assessment, or judgment; it does not execute the billing cycle, and it does not set business strategy. It owns the process, the record, and the deadline. DUTIES & RESPONSIBILITIES Admissions, client onboarding, records and contracts (10%) ● Own the Grasshopper phone line. Maintain the coverage schedule and assign hours across the team, including operations, the CEO, and finance, so the line is always answered, and handle the intake that comes to operations. ● Enter every new lead in Navix the day it arrives, including leads that reach the CEO directly by phone or text, and capture her call notes into the record the same day ● Reconcile Navix against the shared leads list every business morning by 9:00 AM Pacific and confirm the two match ● Maintain the full required information set on every lead: identified person, client or guarantor, referral source, phone, email, date of birth, address, and emergency contact ● Own the Case Setup Record for every new client, approved once by the CEO and referenced by every downstream email rather than recreated, and amend it whenever terms change, including level of care changes, so billing always reflects the current agreement ● Confirm the record is complete before a case is handed to a case manager. A case does not proceed to handoff until it is. ● Issue the agreement for signature, track it against a 48 hour window, remind the CEO at 24 hours, and confirm to the team once signed and filed ● Onboard and guide new case managers, coaches, and companions: confirm contractor requirements are met, collect and file required documentation, and walk them through TAG policies and procedures ● Create and send rate sheets and collect companion onboarding documents through DocuSign, then provide the completed rate sheet to finance, which holds the master of record ● Coordinate and schedule interviews for new case managers, coaches, and companions. The Clinical Director runs the interviews and recommends hires. ● Own the companion, coach, and case manager records and the active roster, including tracking certifications and flagging anything approaching expiry ● Own the master contract set: one current template per agreement type, held centrally in the e-signature platform, with no personal or local variants ● Own the completeness of client folders to the established structure and naming conventions, and chase whoever owes a missing document ● Create the client folder and communication channel, add the CEO, Clinical Director, and assigned case manager, and update the active client dashboard ● Filter hiring and onboarding information down to what finance needs: name, email, rate, assignment, and location Billing verification and controls (5%) ● Verify the weekly invoices and billing summary prior to final review with the CEO ● Bring the knowledge finance does not have: flag invoices that should have arrived and did not, based on what was discussed in rounds and what the roster shows ● Confirm what is billed matches the current Case Setup Record, including any level of care change Calendar, inbox, and gatekeeping (30%) ● Own the CEO’s calendar as the single point of scheduling. All requests route through this role rather than directly to her. ● Schedule and reschedule with buffers and travel time built in, and decline or redirect what does not warrant her time ● Schedule and send calendar invites for rounds and consultations, and hold the team to the operating cadence ● Serve as the first point of contact for people requesting her time, and learn who gets immediate access and who can wait ● Triage the inbox daily, flag only what genuinely needs her, draft and send routine responses where authorized, and chase unanswered threads ● Deliver one short daily message covering the schedule, priorities, items awaiting approval, deadlines, and anything that changed, and close the day with what is outstanding and what is next Commitments, meetings, and travel (10%) ● Maintain one master list of everything the CEO has committed to for TAG, with deadlines, owners, and next actions ● Send a short briefing ahead of important meetings: whom she is meeting, the context, the open issues, the decisions needed, and the documents she will want ● Capture action items after meetings, assign owners, and follow up until commitments are met ● Issue reminders that carry work forward rather than restating the calendar. The standard is not "you have a meeting at two," it is "you promised this by Friday, here is the draft, it is ready for your approval." ● Bring prepared decisions rather than open questions: two or three options, a recommendation, and the reasoning ● Book and manage TAG business travel for the CEO end to end, including changes and troubleshooting while she is in transit ● Coordinate and book travel for case managers, coaches, and companions, including flights, lodging, and ground transport, and pass the details to finance so the cost reaches the right client Client management and team support (35%) ● Attend all rounds. This is where the role picks up what is actually happening on cases, which is what makes invoice verification and record keeping possible. ● After every rounds, update the relevant channels and resources to reflect the latest information: Navix, Slack, group chats, and Drive ● Serve as internal owner of Navix: manage access and seats, enforce required fields, hold the vendor relationship, and train staff on consistent use ● Keep Navix current at all times. It is the system of record for client care. ● Support case managers and the Clinical Director so that communication among the team, and with the client and family, happens in a timely manner ● Coordinate and schedule coaches and companions against case manager and client needs, so coverage is arranged before it is needed rather than after ● Flag any change in scope on a client and define the key follow-up actions with named owners, for example a change in companions or a change in level of care ● Flag any new companion onboarding raised in rounds so that paperwork, rate sheet, and credentials are actioned rather than missed ● Support the team with general client care administration, including insurance verification and treatment placement documentation ● Triage escalated client and contractor issues: resolve what is operational, and route clinical concerns to the Clinical Director and commercial or relationship concerns to the CEO rather than handling them privately Process, documents, and continuity ● Own enforcement of the standard operating procedures across the business. A written process that nobody follows is the problem this role exists to solve. ● Maintain the SOP library covering onboarding, contracts, credentialing, and the billing cycle, each stamped with its last review date ● Maintain the operational dashboard and report on it at the weekly leadership meeting: active cases, caseload by case manager, credential status, and anything outstanding ● Keep contracts, decks, proposals, agendas, and board materials organized, with everyone working from the current version ● Sit with the CEO and COO to complete the setup work that stalls remotely: account access, credentials, software onboarding, and e-signature setup ● Surface friction and recurring failure points to the COO with a recommendation, and carry out the fixes leadership approves Other duties ● Send holiday, staff, and referral partner gifts ● Coordinate vendors for staff parties, dinners, and company events Communication and confidentiality ● Route all case manager communication through the case management group channel rather than one to one, and copy finance on contractor communication about rates, invoices, or expenses ● Leave client and family contact regarding agreements, signatures, and billing to the CEO unless she has delegated a specific conversation ● Handle client information in accordance with HIPAA and 42 CFR Part 2, and confirm consents and releases are in place before information is shared ● Maintain strict confidentiality regarding business, client, staff, family, and personal matters QUALIFICATIONS ● Operations, admissions, or program coordination experience in behavioral health, addiction treatment, or case management ● Experience supporting a founder or senior executive, including ownership of a complex and frequently changing calendar ● Real ownership of a CRM or electronic medical record system, including data quality, access, and training others to use it well. Direct experience with Navix is strongly preferred. ● Working knowledge of HIPAA and 42 CFR Part 2, including redisclosure restrictions on substance use disorder records ● Experience with contractor onboarding, credentialing, and a recurring billing or invoice review cycle ● A proactive working style. This role is measured on what it surfaces and prepares, not only on what it is asked to do. ● Persistence and warmth in equal measure, and comfort with a principal who works primarily by text and chat