Care Operations Lead

Job Description: Care Operations Lead – Mental Health Clinic

Location: McKinney, TX

Job Type: Full-Time | On-Site

Starting at $23.00–$26.00/hour (DOE)

About Next STEPS Worldwide

Next STEPS Worldwide is a rapidly expanding outpatient mental health organization with over 30 locations across Texas—and more opening soon. We provide comprehensive psychological, therapeutic, and nutritional care through a collaborative, multidisciplinary model. Our mission is to support the whole person—mind, body, and spirit—through innovative and compassionate care.

Position Summary

The Care Operations Lead is responsible for supporting the daily operations of the Care Coordination team and ensuring that client scheduling, communication, and administrative workflows run smoothly. This role bridges the gap between frontline Care Coordinators, providers, and clinic leadership, ensuring that each client’s experience is handled with accuracy, empathy, and efficiency.

The lead will oversee day-to-day workflow, assist with training and coaching team members, and serve as a resource for problem-solving complex client and scheduling needs.

Key Responsibilities

• Provide daily leadership and guidance to a team of Care Coordinators.
• Oversee call volume, task assignments, and workload distribution to maintain efficiency.
• Serve as the primary point of contact for escalated client or provider issues.
• Audit schedules and EMR documentation for accuracy and timeliness.
• Monitor team metrics including response times, scheduling accuracy, and service quality.
• Assist with training new hires and supporting continuing education for existing staff.
• Collaborate with clinic directors, providers, and intake advisors to ensure seamless client care.
• Participate in weekly leadership and operations meetings to review clinic performance and client satisfaction.
• Maintain professionalism, confidentiality, and alignment with organizational values in all interactions.
• Continue to handle a caseload of care coordination tasks (calls, scheduling, emails) while supervising others.

Qualifications

• Associate’s degree required; Bachelor’s degree preferred.
• Minimum 2–3 years of experience as a Care Coordinator, Client Services Representative, or similar healthcare administrative role.
• Proven ability to multitask in a high-volume environment.
• Strong leadership, organizational, and problem-solving skills.
• Excellent verbal and written communication.
• Proficiency with Microsoft Office and EMR systems (experience with InSync or Qualifacts preferred).
• Demonstrated professionalism and emotional intelligence when working with clients and team members.

Compensation & Benefits

• Starting at $23.00–$26.00/hour (DOE)
• 401(k) with employer match
• Medical, Dental, and Vision Insurance
• Paid Time Off (PTO)
• Growth and advancement opportunities within a rapidly growing organization

Join Our Team

If you’re ready to take the next step in your career and lead others in delivering compassionate, efficient mental health care, we invite you to apply today.