The Clinical Operations Manager (COM) leads and is accountable for the clinical operations of service delivery. This role requires consistent coordination with clinical care teams and administrative functions, including understanding and accountability for key performance indicators (KPIs), ensuring timely access to care, maintaining quality clinical delivery, and promoting continuity of care for patients. The COM is responsible for planning, deploying, assessing, and problem-solving activities that support stakeholders, including employees, patients, and families, while fostering strong community relationships and protecting the organization’s reputation for excellence. The COM leads by exemplary professionalism and is responsible for developing and nurturing positive, trust-building, and productive relationships with internal and external stakeholders. This role coordinates communication and collaboration across teams and departments to optimize program outcomes and staff performance, while driving results aligned with the organization’s goals, priorities, and metrics.

Job Duties & Responsibilities:

Program Leadership & Service Delivery:

• Lead day-to-day program execution, ensuring safe, efficient, and high-quality service delivery across all functions.

• Oversee staffing, scheduling, and resource allocation to ensure efficient and effective service delivery.

• Maintain accountability for team performance, productivity, and adherence to organizational standards and KPIs.

• Ensure a safe, functional, compliant, and survey-ready environment of care in collaboration with internal support teams.

• Maintain visibility in the program through regular rounding with staff and patients to support engagement, quality, and real-time problem solving.

• As required by program and/or level of care, participate in a rotating on-call schedule, and may need to respond onsite to urgent issues, emergencies, and coverage of critical staffing gaps outside of regular working hours, including nights, weekends, and holidays.

People Leadership & Team Development:

• Lead all aspects of workforce management including hiring, onboarding, training, performance management, and staff development.

• Provide clinical and/or operational supervision, as appropriate, in alignment with regulatory and licensure requirements, including regular direct observation of staff performance, and ensure timely and accurate documentation of supervision activities as required.

• Coach and support staff to build competence, professional growth, and increasing independence.

• Foster a collaborative, accountable, and high-performing team culture grounded in respect and trust.

• Support ongoing training initiatives and professional development for all team members.

• Partner with support departments to assist with recruitment, placement, and coordination of training students (e.g., master’s level interns, substance abuse counselor trainees, physician residents, etc.)

• Hold monthly team and/or department meetings to share system changes, metric overview, and elicit feedback related to process changes to improve efficiency.

Quality, Safety, & Clinical Excellence:

• Ensure delivery of high-quality, evidence-based care that meets organizational standards and guidelines and supports positive patient outcomes.

• Oversee patient safety practices including risk assessment, supervision standards, and implementation of safety protocols.

• Monitor, review, and respond to patient care and safety incidents while driving continuous improvement of procedures and risk reduction. Investigate incidents, patient complaints, and grievances in a timely and responsible manner, implementing corrective actions, plans of correction, and service recovery efforts as appropriate to improve patient experience, safety, and quality outcomes.

• Support effective care coordination, discharge planning, and continuity of care across the treatment lifecycle.

• Ensure consistent multidisciplinary collaboration, including effective treatment team meetings (TTMs) or special case management or staffing meetings.

• Review and audit electronic health records to ensure timely, accurate, and compliant documentation.

• Provide direct patient care as needed to support program function and maintain clinical excellence, including completion of ASAM dimensional assessments.

Financial Stewardship & Operational Performance:

• Manage departmental budgets, staffing models, and resources to align with patient demand, regulatory compliance, functional labor utilization, and financial goals.

• Participate in annual budgeting and monitor financial performance through regular operating reports.

• Identify and implement opportunities to improve efficiency while maintaining quality and service standards.

Partnerships, Communication, & Stakeholder Engagement:

• Build and maintain strong relationships with internal teams, external partners, and community stakeholders.

• Collaborate with providers and multidisciplinary team members to ensure integrated, seamless patient care across the level of care continuum.

• Partner with vendors and service providers to support program operations and facility needs.

• Facilitate clear, consistent communication access teams and departments to drive alignment and outcomes.

• Represent the program and organization with professionalism and during outreach events, strengthening reputation and community trust.

• Monitor patient census, referral trends, and local market demand to proactively adjust capacity and access to care.

Additional Job Description:

Education/Training Requirements:

• Master’s degree in social services or a related field , with an active clinical license issued by the appropriate state licensing board (e.g., Wisconsin Department of Safety and Professional Services).  In MHAR programs, a separate substance use clinical supervisor license and/or proof of being knowledgeable in addiction treatment via education and/or experience is required.
  • Ability to supervise direct care staff towards licensure is preferred.
  • For the IP level of care, LCSW licensure preferred

• Minimum of four (4) years of clinical experience providing direct care using evidence-based treatment approaches; at least two (2) years’ experience in a psychiatric facility is preferred.
• Minimum of two (2) years of supervisory experience is strongly preferred.
• An understanding and a thorough knowledge of the following: social service administration, supervision, consultation, the community and its resources, the dynamics of human growth and behavior, therapy skills and techniques for all age groups. Additional experience in substance use disorder treatment services is preferred.
• American Heart Association (AHA) CPR certification required within thirty (30) days of hire, with bi-annual re-certification.
• Training in Nonviolent Crisis Intervention (NCI) required within sixty (60) days of hire or transfer, with annual re-certification.

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With a career at Rogers, you can look forward to a Total Rewards package of benefits, including:

• Health, dental, and vision insurance coverage for you and your family 
• 401(k) retirement plan 
• Employee share program 
• Life/disability insurance 
• Flex spending accounts  
• Tuition reimbursement 
• Health and wellness program
• Employee assistance program (EAP)