The Lead Operations Coordinator is responsible for overseeing and supporting the Operations Coordinator team across Dream Big centers to ensure consistent, accurate, and high-quality operational performance. This role serves as the primary point of contact for Operations Coordinators and is responsible for training, mentorship, quality assurance, coverage coordination, and ongoing operational support.
The Lead Operations Coordinator will work closely with the Billing Manager, Regional Directors, Center Directors, and Operations Coordinators to ensure scheduling, documentation, timekeeping, discrepancies, incompletes, and other operational responsibilities are completed accurately and on time. This role requires a combination of remote oversight and in-person center support, including travel to Dream Big centers for new OC training, quality assurance reviews, and additional support as needed.
The Lead Operations Coordinator reports directly to the Billing Manager, with a dotted-line partnership to the Regional Directors. This position will work remotely and in-center based on operational needs and will travel regularly across Dream Big locations.
Dream Big Center Locations: Apple Valley, Delano, Hesperia, Indio, Monrovia, Rancho Cucamonga, Rancho Mirage, Riverside, San Bernardino, Tulare, and Visalia.
Duties and responsibilities
- Serve as the primary point of contact and day-to-day support for Operations Coordinators across Dream Big centers.
- Provide ongoing mentorship, coaching, and operational guidance to Operations Coordinators.
- Train and onboard all newly hired/promoted Operations Coordinators, including providing in-person training at the center when a new OC begins.
- Develop and maintain standardized Operations Coordinator training materials, workflows, and step-by-step guides.
- Conduct regular quality assurance audits to ensure Operations Coordinators are completing responsibilities accurately, consistently, and within required timelines.
- Monitor daily discrepancies and incompletes across centers and work directly with Operations Coordinators to ensure timely resolution.
- Review operational reports and identify trends, areas of concern, and opportunities for improvement.
- Monitor OC performance and provide feedback, coaching, and recommendations to leadership as needed.
- Coordinate Operations Coordinator coverage for PTO, call-outs, late arrivals, early departures, and other absences.
- Provide direct Operations Coordinator coverage when needed to maintain operational continuity.
- Coordinate access to Grasshopper, email, and other necessary systems when providing or arranging OC coverage.
- Oversee daily scheduling processes to ensure client and therapist schedules are accurate and case assignments are communicated efficiently.
- Support Operations Coordinators with complex scheduling needs, client changes, therapist availability, and coverage.
- Ensure weekly reports and operational tasks related to signatures, rendered sessions, discrepancies, and incompletes are completed accurately and timely.
- Oversee client records, including sign-in sheets, and ensure documentation aligns with the Aloha scheduling platform.
- Monitor Paycom timekeeping practices and support Operations Coordinators in following company procedures and applicable timekeeping requirements.
- Identify and address potential payroll discrepancies or operational issues before they result in penalties.
- Track and report staff utilization and service delivery data, including Direct ABA and Group ABA, as needed.
- Support monitoring of contract fulfillment and authorized service delivery across centers.
- Oversee data entry and documentation across systems including Motivity, Aloha, Paycom, Google Drive, and other applicable platforms.
- Conduct audits of client files and operational documentation for accuracy, completeness, and compliance.
- Support centers in preparation for audits, inspections, and documentation reviews.
- Ensure Operations Coordinators follow HIPAA, licensing, and company operational requirements.
- Partner with Operations Coordinators to ensure client records and required documentation are maintained and updated as needed.
- Support communication between Operations Coordinators, clinical teams, Center Directors, Regional Directors, Billing, and families when operational coordination is needed.
- Escalate operational concerns to the appropriate Center Director, Regional Director, or Billing Manager when necessary.
- Identify gaps in current operational processes and recommend or implement improvements to increase efficiency, accuracy, and consistency.
- Develop and maintain standard operating procedures related to Operations Coordinator responsibilities.
- Support implementation of new operational processes, systems, and expectations across centers.
- Travel to centers regularly to conduct QA reviews, provide coaching, support Operations Coordinators, and address operational needs.
- Provide additional in-person support to centers experiencing operational challenges or transitions.
- Support parent communication processes and ensure required operational components of parent meetings and documentation are completed.
- Assist with onboarding and training processes that involve Operations Coordinator responsibilities.
- Maintain consistent communication with the Billing Manager and Regional Directors regarding OC performance, center needs, operational trends, and areas requiring additional support.
Key Performance Indicators (KPIs)
- Timely and accurate completion of schedules, discrepancies, incompletes, and required operational reports.
- Reduction in operational discrepancies and incomplete documentation across centers.
- Compliance with company, licensing, timekeeping, and audit standards.
- Consistent completion and accuracy of OC quality assurance audits.
- Successful onboarding, training, and ongoing development of Operations Coordinators.
- Effective coordination of Operations Coordinator coverage with minimal disruption to center operations.
- Improvement in operational consistency across centers.
- Positive feedback from Operations Coordinators, center leadership, and cross-functional teams regarding operational support.
- Successful implementation and adherence to standardized Operations Coordinator processes and procedures.
Physical requirements
- Lifting 20 pounds maximum with occasional lifting and/or carrying objects up to 10 pounds. Frequent standing, walking and occasional squatting, bending over, and lifting. This position also requires regular computer use, sitting for extended periods, and travel between Dream Big center locations.
Qualifications
- High school diploma or equivalent required; Associate’s or Bachelor’s degree preferred.
- Minimum of two years of experience in an operations, scheduling, administrative, or similar role; healthcare, ABA therapy, or educational settings preferred.
- Prior experience as an Operations Coordinator, scheduler, or similar operational role strongly preferred.
- Prior leadership, training, mentoring, or supervisory experience preferred.
- Strong organizational and multitasking abilities.
- Excellent verbal and written communication skills.
- Strong attention to detail with a focus on accuracy, compliance, and follow-through.
- Ability to analyze operational data, identify trends, and implement solutions.
- Ability to prioritize competing responsibilities and respond effectively to urgent operational needs.
- Ability to provide constructive feedback, coaching, and support to team members.
- Strong problem-solving and conflict-resolution skills.
- Proficiency in Google Workspace and scheduling or operational software systems.
- Experience with Aloha, Motivity, Paycom, Grasshopper, and similar platforms preferred.
- Ability to work independently in a remote environment while maintaining strong communication and accountability.
- Ability and willingness to travel regularly between Dream Big centers.
- Reliable transportation and ability to travel to multiple center locations as business needs require
At Dream Big, we embrace diversity and are committed to providing equal opportunities for all individuals. We believe in creating an inclusive workplace where everyone is valued and respected.
Pay: $27.00 - $30.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Referral program
- Retirement plan
- Vision insurance
Work Location: In person
