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Director, Direct Service Delivery & Admin Ops

Job Details

Jet Wing - Colorado Springs, CO
Full Time
$85,000.00 - $129,000.00 Salary

Director, Direct Service Delivery & Admin Ops

Job Summary:

The Director of Direct Service Delivery and Administrative Operations (DIRDSDAO) is responsible for leading and managing the Direct Service Delivery and Administrative operations teams of Diversus Health across all physical locations, ensuring operational excellence and efficiency, high quality care, and an exceptional customer experience. The DIRDSDAO, oversees the operational, financial, and strategic aspects of direct service delivery support and administrative operations ensuring all are delivered in an efficient, effective, and patient-centered manner, in alignment with the organizational goals and objectives The DIRDSDAO, is responsible for all direct service delivery lines operational aspects of client access and scheduling management practices, except for Prescribers. The DIRDSDAO is a key member of Diversus Health’s Leadership Council, responsible for fostering a culture of collaboration with all clinical leaders and stakeholders to provide optimal operations and administrative support that enhances the overall care experience for patients and clients. Participates in the development and implementation of yearly operational goals and objectives; identifies operational productivity improvement goals and opportunities in the system and the broader Access to Care continuum.


Essential Functions:

  • Oversee and optimize the daily management and supervision of Direct Service Delivery and Administrative Operations of the company, including identifying, recommending, and implementing new processes, technologies, and systems that improve the overall operational efficiency of the organization.
  • Supports clinical productivity by overseeing Schedule Management Practices for all clinical service delivery lines which include correctly built out schedule templates for all clinical providers, client scheduling and daily adjustments needed, caseload management, transfer and referral management, registration/intake management, Reporting functions, and optimal administrative supports that assist in maintaining high schedule utilization rates.
  • Oversee the administrative operations of Diversus Health, including medical records, administrative documents, and transcription services ensuring that they are maintained, updated, and secured in accordance with the standards and protocols.
  • Ensures Direct Service Delivery and Administrative Operations staff are working to support clinical services in reaching and maintaining scheduling goals with ultimate accountability for the team’s performance in achieving the set capacity and schedule performance goals for that fiscal year.
  • Routinely collaborates with clinical leadership and other stakeholders such as HR, IT, Accounting, Facilities, Safety/Security, and Compliance to continuously improve the client flow and client experience of all outpatient Diversus Health physical locations.
  • Communicate and collaborate with direct service and administrative operations teams to standardize and streamline processes for optimal client satisfaction.
  • Actively seeks ways to control operational costs and improve processes without compromising client safety and quality of care of services delivered.
  • Contributes to the financial health of the organization by ensuring that all Direct Service Delivery and Administrative Operations support teams meet their specified budgets each fiscal year.
  • Stay abreast of regulatory requirements and company policies ensuring timely staff education and informing of any changes or developments.
  • Routinely partners with the Director of Prescriber and Virtual Operations to ensure standardization and optimization of a centralized operations management structure that improves the efficiency and effectiveness of the overall system providing the ability to serve/save more client lives and an exceptional client experience in both physical locations and virtually.
  • Develop and implement policies and procedures for Direct Services Delivery and Administrative Operations, ensuring compliance with legal, ethical, and industry standards.
  • Manages incident reports (QIRs) investigating, doing follow up and reporting any identified trends for the outpatient counseling. Collaborates with clinical leadership as needed.
  • Monitor and evaluate the performance and quality of service and delivery of the Direct Service Delivery and Administrative Operations and identify and resolve any issues or problems timely.
  • Supervise and mentor Direct Service Delivery and Administrative Operations Practice Managers and Supervisors, providing them with the necessary training and guidance needed to improve operations management and development of high performing teams.
  • Acts as a patient/client advocate at all times by ensuring they receive the best operational experience and quality customer service that meets their individual needs and preferences.
  • Routinely reviews and analyzes the Direct Service Delivery and Administrative Operations goals, activity metrics and Key Performance Indicators and provides insights and recommendations for improvement.
  • Required to stay updated on the latest trends and developments of service delivery and administrative operations and participate in continuing education and professional development activities.
  • Ensures project/department milestones/goals are met and adheres to approved budgets.
  • Represents Diversus Health as a professional, ethical, and positive steward of the mission of the organization during community meetings and events.


Supervisory Functions:

  • Recruits, interviews, hires, and trains Direct Service Delivery and Administrative Operations management and staff.
  • Oversees the daily workflow of the Direct Service Delivery and Administrative Operations
  • Provides constructive and timely performance evaluations to include needed feedback throughout the year.
  • Handles discipline and termination of employees in accordance with company policy in collaboration with HR team.



  • Proven experience working in a managerial position in a clinical or medical setting with a strong understanding of Healthcare Administration and Management.
  • Knowledge and proven experience of direct service delivery operations principles and practices, including operations support, schedule practice management, and health information management.
  • Knowledge and experience of direct service delivery technology applications and systems
  • Knowledge of operational service delivery laws and regulations, such as HIPAA ad HITECH
  • Knowledge of the health care industry, market, and trends, including the needs and preferences of patients/clients and providers.
  • Skill in planning, organizing, directing, and controlling the operations of a complex and dynamic department, involving multiple teams, functions, and processes.
  • Skills in managing the budget, resources, and contracts for high performing operations-based teams, ensuring fiscal responsibility and accountability.
  • Skills in problem-solving, decision-making, and critical thinking, applying creativity, innovation, and logic to complex and ambiguous situations.
  • Skill in adapting to change, managing multiple priorities, and working under pressure, demonstrating flexibility, resilience, and initiative.
  • Skill in communicating and collaborating effectively, conveying a positive and professional image, with diverse internal and external stakeholders, using various modes and channels, such as verbal, written, email, phone, video, and web-conferencing.
  • Advanced computer skills including use of electronic medical record (EMR), MS Office products, Excel, Power BI and the ability to learn new tools as needed.
  • Ability to manage and optimize Direct Service Delivery across all physical locations, ensuring operational excellence and high-quality care for clients.
  • Ability to lead and motivate a team, to build a high-performance culture, and to mentor individuals to achieve big goals.
  • Ability to work in a highly complex matrix environment and ensure consistent quality delivery of services and maintain a high level of patient and provider satisfaction.
  • Ability to focus both strategically and tactically to achieve business goals.
  • Ability to demonstrate the highest standards of quality, safety, and customer service in all operational tasks and interactions.

Requirements and Qualifications:

  •  Minimum: Bachelor’s degree in Healthcare Administration, Public Administration, Public Health, Business Administration, or related healthcare field is required.
  • Preferred: Master’s Degree with Healthcare Administration, Public Administration, or related field.
  • Previous experience working in the healthcare service sector and/or Management Experience preferred.
  • Preferred: 2-3 years of professional experience with telehealth and virtual platforms
  • Experience with the development and support of new programs
  • Exceptional interpersonal skills with the ability to interact effectively with organizational leadership and internal and/or external stakeholders
  • Excellent communication skills.

Embodies a commitment to:

  • Passion: a commitment to being present in the moment to create excitement and allow individuals to utilize their passion in daily functions. Help individuals connect their daily responsibilities with Diversus Health’s larger mission.
  • Humility: Level setting with all parties and advocates for all voices within Diversus Health
  • Corporate Citizenship: continued commitment to behave ethically and contribute to economic development while improving the quality of life of our workforce and their families, as well as of the local community and society at large.
  • Value in diversity: ability to recognize the value in differing perspectives, culture, etc., and leveraging those diverse components to develop experiences aligned with our internal and external communities.
  • Innovation: thinking differently than the status quo to explore opportunities that provide a competitive advantage.
  • FUN: Contribute to, and be part of, an environment where individuals feel joy, comfort and connected to the organization’s larger initiatives, while simultaneously experiencing a sense of cultural acceptance and belonging
  • Integration: cross functional implementation of theory, principles, and best practices from across the behavioral health industry in order to improve execution of strategies and deliver high quality experiences
  • Excellence: unwavering commitment to work that reflects the standard our colleagues and persons expect and deserve.
  • Transparency: communication, steward of resources, and the mistakes one makes (Fail/Fail Fast/Fail Fast Forward), while giving credit where it is due.
  • Safety: speaks to interconnectedness of all facets (departments and personnel) of the organization


At Diversus Health, we believe in a truly healthy society where mental and behavioral healthcare unite to make lives better. Our goal is to help people lead healthier, more fulfilling lives by improving access to trusted, affordable, and personalized mental healthcare. Every day. It is a lofty goal; we know. But we make it happen with the best team in behavioral health.

Thank you for taking the time to explore a career with us.


The Environment at Diversus Health is fluid. Roles and responsibilities may be altered to accommodate changing business conditions and objectives. Employees may be asked to perform duties that are outside of the specific work that is listed. This position may require you to work standard hours, as well as flexible hours before and after standard hours, and overtime in excess of 40 hours in a work week.