Clinic Operations Manager

Full-time | New Role | Location: Maryland Clinics (Pikesville, Towson, Columbia, Montgomery County) | Reports to: Clinical Director

STEPS Behavioral Health is a BCBA-owned and clinician-led Applied Behavior Analysis provider serving children and families across Maryland, Georgia, and Colorado. Our Early STEPS clinics deliver center-based ABA therapy in a structured, play-rich environment where young learners build communication, social, and daily living skills alongside peers.

The Clinical Operations Manager runs the day-to-day operational engine behind every STEPS clinic in Maryland, so clinical leaders can focus on clinical care. STEPS is growing to four Maryland clinics and building its first clinic in Colorado. Today, scheduling, call-outs, session note verification, inventory, and coordinator escalations all route to the Clinical Director alongside clinical leadership and staff development.

This role takes ownership of clinical operations: how the work gets done, consistently, across every clinic and our in-home program. You will lead the Clinic Coordinators (one per clinic), the BCBA Scheduler, and the Clinical Administrators, reporting directly to the Clinical Director. The systems you build, including the coordinator playbook, scheduling standards, and utilization reporting, will become the template STEPS uses to open operations in each new state.

• Supervise, hire, onboard, and evaluate the Clinic Coordinators, BCBA Scheduler, and Clinical Administrators.
• Serve as the first point of escalation for coordinator and admin issues, determining solutions to resolve operational barriers.
• Plan coverage across sites so every clinic has coordinator support during operating hours, including during absences and turnover.
• Oversee BCBA staffing and coordination.

• Write and maintain one standard playbook for call-outs, rescheduling, session note verification, and inventory across all Maryland clinics.
• Train coordinators on the playbook and audit adherence across clinics.
• Stand up operations for the new Montgomery County clinic using the playbook, from pre-opening through steady state.

• Set scheduling standards with the BCBA Scheduler so clients receive the hours each authorization provides.
• Manage call-out and rescheduling processes to minimize missed sessions for clinic and in-home clients.
• Track cancellations and unfilled sessions, and fix the process issues behind them.

• Build and maintain a utilization and supervision dashboard for the Clinical Director, replacing reporting that is currently built by hand.
• Track BCBA utilization, authorized versus delivered hours, and progress toward the Maryland Medicaid 25% supervision requirement.
• Flag at-risk authorizations and supervision gaps early to clinic managers and clinical leadership.

• Standardize inventory tracking and ordering across clinics.
• Choose, configure, and document the operational tools and templates the team uses.

Clinic Coordinators report directly to this role and take daily priorities from their Clinic Manager. Responsibilities are divided as follows:

• Clinical outcomes and client-facing decisions in the clinic.
• Daily priorities for the coordinator.
• Anything that touches a treatment decision or a family.

• How the work gets done consistently across clinics.
• The coordinator playbook, coverage, and scheduling standards.
• The note verification process, inventory, and reporting to the Clinical Director.

• Bachelor's degree in healthcare administration, business, psychology, or a related field, or equivalent experience.
• 2+ years of operations experience in a multi-site healthcare, behavioral health, or therapy services setting.
• 2+ years supervising frontline administrative or scheduling staff.
• Experience building standard processes and getting them adopted across multiple locations.
• Strong reporting skills, including building dashboards in spreadsheets or reporting tools from practice management data.
• Working knowledge of HIPAA and handling protected health information.

• Experience in ABA therapy operations, including scheduling for BCBAs, RBTs, and BTs.
• Experience opening a new clinic or site.
• Experience with ABA practice management software.
• RBT or BCBA credential (helpful, not required; an operations background matters most).

• First 30 days: Meet each coordinator, scheduler, and admin; map how call-outs, rescheduling, note verification, and inventory currently run at each clinic; take over day-to-day coordinator escalations.
• First 90 days: First version of the coordinator playbook in use across all clinics; first version of the utilization and supervision dashboard delivered to the Clinical Director.
• First 6 months: Montgomery County clinic operations running on the playbook; routine operational escalations handled independently.
• First 12 months: Measurable reduction in missed and unfilled sessions; supervision gaps flagged before they risk Maryland Medicaid compliance; playbook documented well enough to hand to a new state.

As STEPS expands to Colorado and Georgia, clinical operations is planned to become a shared service that sets scheduling standards, coordinator playbooks, utilization reporting, and tools for every state. This role is positioned to help shape, and potentially lead, that function.

Based across our Maryland clinics, with regular travel between sites, including the new Montgomery County location as it opens.

Send your resume to Careers@stepsbcba.com.

STEPS Behavioral Health is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and the families we serve.