Director of Operations (Mental Health)

About Us

Trusted Results Therapy Group (TRTG) is a growing mental health practice dedicated to delivering compassionate, evidence-based care to individuals and families. We provide therapeutic services to children, adolescents, adults, couples, and families across South Carolina, with a focus on quality care, collaboration, clinical growth, and an exceptional client experience.

Position Overview

The Director of Operations is responsible for the daily execution, coordination, and continuous improvement of TRTG's administrative operations, patient intake processes, operational workflows, and business technology systems across multiple locations and programs.

Reporting to the Chief Operating Officer (COO), this position ensures that operational processes are consistently implemented, efficient, measurable, and supportive of high-quality patient care.

The Director of Operations directly oversees the Intake department and provides operational leadership for Atlas and related business systems. This position identifies process inefficiencies, implements approved improvements, supports departmental coordination, and ensures operational initiatives are executed successfully.

While the COO maintains executive accountability for organizational strategy, financial performance, billing, resource allocation, and overall operational results, the Director of Operations is responsible for implementing and maintaining the processes and systems necessary to support those objectives.

Reporting Structure

Reports To: Chief Operating Officer (COO)

Direct Reports:

• Intake Manager
• Atlas Product Manager
• Billing Manager
• Other designated administrative operations personnel, as assigned
  
  

Essential Responsibilities

1. Daily Operations & Department Leadership

• Coordinate daily administrative operations across multiple locations and programs.
• Oversee the Intake Manager, Atlas Product Manager, and assigned operational personnel.
• Ensure consistent workflows, administrative coverage, and operational standards.
• Identify operational challenges, implement improvements, and escalate significant concerns to the COO.
• Support department managers in resolving operational inefficiencies.
  
  

2. Intake & Patient Access

• Lead the Intake department to ensure timely referrals, efficient scheduling, and positive patient experiences.
• Monitor referral conversion, response times, and speed-to-care.
• Improve intake workflows and coordination with clinical teams.
• Ensure accurate patient information and seamless handoffs into Atlas and downstream systems.
• Establish Intake team performance expectations and accountability.
  
  

3. Atlas & Business Systems

• Oversee Atlas and assigned operational technology platforms.
• Manage system enhancements, integrations, automation, and implementation projects.
• Supervise the Atlas Product Manager and coordinate with IT and technology vendors.
• Ensure systems support efficient workflows, accurate reporting, and organizational needs.
• Recommend major system investments or changes to the COO for approval.
  
  

4. Process Improvement & Operational Performance

• Develop, maintain, and improve operational workflows and standard operating procedures (SOPs).
• Monitor operational KPIs, including intake conversion, scheduling efficiency, and administrative productivity.
• Maintain operational dashboards and provide performance updates to the COO.
• Identify recurring inefficiencies and implement corrective process improvements.
• Support consistent operational standards across locations.
  
  

5. Cross-Functional Coordination & Project Management

• Coordinate operational initiatives across Intake, Clinical, Billing, Compliance, and other departments.
• Manage assigned projects, timelines, deliverables, and implementation activities.
• Improve administrative handoffs that affect billing accuracy, patient access, and service delivery.
• Support operational readiness for approved new locations, programs, and services.
• Lead implementation and training for approved workflow and technology changes.
  
  

6. Compliance & Operational Quality

• Ensure operational workflows follow approved organizational policies and procedures.
• Partner with Compliance and Clinical leadership to support HIPAA, CARF, and applicable regulatory requirements.
• Coordinate operational corrective actions and audit-related improvements.
• Identify and escalate operational risks affecting patient safety, privacy, or service quality.
  
  

Key Performance Indicators (KPIs)

Performance will be evaluated based on:

• Patient Access: Referral conversion, response times, and speed-to-care.
• Operational Efficiency: Scheduling accuracy, administrative productivity, and reduced workflow errors.
• Technology: Atlas improvements, system adoption, and successful implementation of approved projects.
• Department Performance: Intake team results and completion of assigned operational initiatives.
• Process Improvement: SOP adherence, workflow consistency, and timely resolution of operational issues.

Qualifications

• Bachelor's degree in Business Administration, Healthcare Administration, Operations Management, or related field, or equivalent experience.
• 7+ years of progressive operations management experience.
• Experience managing teams, workflows, and operational performance across multiple departments or locations.
• Strong knowledge of process improvement, KPIs, business systems, and project management.
• Excellent leadership, communication, analytical, and problem-solving skills.
• Healthcare or behavioral health operations experience preferred.
• Experience with EMR systems, patient intake, scheduling, and HIPAA preferred.