Head of Operations & Business Management

This role is the operational spine of the business and the direct support behind the CEO. 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 is an operational and administrative role. it does not execute the billing cycle, and it does not set business strategy. 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 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 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 Billing verification and controls (5%)Verify the weekly invoices and billing summary prior to final review with the CEOSchedule and reschedule with buffers and travel time built in, and decline or redirect what does not warrant her time 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 Commitments, meetings, and travel (10%)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 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."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%)Navix, Slack, group chats, and DriveServe as internal owner of Navix: manage access and seats, enforce required fields, hold the vendor relationship, and train staff on consistent use 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. Maintain the SOP library covering onboarding, contracts, credentialing, and the billing cycle, each stamped with its last review date 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 Send holiday, staff, and referral partner gifts 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 Maintain strict confidentiality regarding business, client, staff, family, and personal matters Operations, admissions, or program coordination experience in behavioral health, addiction treatment, or case management Real ownership of a CRM or electronic medical record system, including data quality, access, and training others to use it well. Experience with contractor onboarding, credentialing, and a recurring billing or invoice review cycle Persistence and warmth in equal measure, and comfort with a principal who works primarily by text and chat