Are you seeking integrity, purpose, and meaning in your work? Would you like to make an impact toward improving access to quality addiction medicine and psychiatric services? Consider joining the Headlands ATS team.

Headlands Addiction Treatment Services is an industry leader in providing addiction and psychiatric services to treatment centers. Our mission is to improve the standards of patient care that exist in residential and outpatient addiction and mental health treatment programs. Our group is comprised of dedicated healthcare professionals who are passionate about delivering evidenced based patient care, education, and organizational improvements to a historically underserved patient population.

Why work with Headlands?

Work with a company that makes integrity, patient safety, and quality care a priority.
We are a growing growing company with opportunities for advancement and the opportunity for employees to make an impact.
We offer competitive pay, benefits, and remote opportunities for employment

The Program Operations Manager is an integral member of the management team. Successful candidates will have extensive experience in program account/contract/client management, excellent interpersonal skills, a strategic mindset, an eye towards creative problem solving, and the ability to thrive in a fast-paced environment serving treatment programs with high expectations. The starting salary for the successful candidate in this position is competitive and will be influenced by factors including the candidate's experience, qualifications, and location.

Job Description

Point of Contact for Client Service Issues

Acts as primary point of contact for program-related service issues.
Engages with program managers and employees in a positive, motivated, and helpful manner
Responsive to program needs and seeks prompt and satisfactory resolution of client issues.
Establish regular, ongoing communications and check-ins with treatment programs.
Acts as an interested, curious, and concerned party to address program issues
Easily accessible and responsive to program needs
Seeks to develop and maintain positive professional relationships with program staff.
Assists with new program onboarding and establishes a positive experience from the beginning of the relationship.

Problem solving and expedited resolution of service issues

Receive, process, and troubleshoot client service issues to the satisfaction of program
Seeks quick resolution to identified issues
Identify and analyze service failures, collaborates with operations department to seek solutions and corrective plans.
Create and develop solutions to identified service issues.
Identify employee performance issues and deliver constructive feedback
Assists in the creation of performance improvement plans
Assists in the monitoring and implementation of company-defined performance metrics
Survey programs regarding their service needs

Leadership in client/customer satisfaction

Seeks to deliver an excellent customer service experience for our contracting programs.
Seeks to foster and maintain a culture of customer-service and professionalism within the organization.
Provide ongoing feedback and education to team regarding customer service initiatives.
Coach team members on customer service initiatives and expectations

Inter-organization liaison and relationship building

Educate and assist programs in the successful utilization of company operations protocols
Communicate realistic service expectations, and act as a resource for programs pertaining to the nature of company services, the capabilities of service line, and the logistical aspects of service delivery
Proactive conflict resolution
Assist treatment programs in realizing the value of our services
Fosters understanding and positive relations between inter-organizational personnel

Minimum Qualifications:

BA in business, communications, Psychology or other relevant discipline
4+ years in operations management, account management, project management, consulting, or portfolio management experience
Excellent interpersonal, communication and problem solving skills
Demonstrated experience with conflict resolution
Excellent organization skills, multi-tasking skills, and leadership skills.
Thrives in a fast paced environment
Skilled in providing constructive feedback in a professional setting.
Demonstrated ability to work independently in a leadership capacity
Excellent time management skills
A mindset toward ongoing improvement and optimization of service delivery and performance.
Exhibits a high level of professionalism and attentiveness when interfacing with clients.
Strong account/contract management across multiple clients/contracts

Headlands Addiction Treatment Services

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Program Operations Manager