Market Operations Specialist

Soar Autism Center is building a network of interdisciplinary clinics where children with autism and their families receive life-shaping services that support them to thrive. We prioritize early intervention, comprehensive supportive services, and positive, developmentally-appropriate learning that meets the needs of each unique child and family. Specifically, we focus on integrated autism care and a play-based model of applied behavior analysis (ABA) based on the principles of the Early Start Denver Model.

TheAZMarket Operations team is looking to fill an additional Market Operations Specialist position. This person will partner with and be supervised the Market Operations Directors, in addition to working closely with the Market President. This is a great opportunity for RBTs and other personnel looking to gain more experience in business operations and who may be interested in transitioning away from direct care delivery.

Logistics:

• The Market Operations Specialist role is a full-time salaried position that supports approximately 50% of daily center operations (filling in for CODs when they are out of office), 25% business operations, and 25% special projects.

• This is a majority in person role, with hours typically 7:00-3:30pm, with the occasional8:00 - 5:00. WFH is ad hoc approved by MOD.

• The Market Operations Specialist will report directly to Market Operations Director.

Core Responsibilities:

Filling in for Center Operations Directors (CODs) when out of office, or when gaps in the team exist (approx. 50% of the role). This includes:

• Day-to-day center operations

• Owning local fidelity to Soars operating processes, including center cleanliness and organization, RBT billable hours management, scheduling, parent communications, etc.

• Working with the local Scheduling team and Assistant Office Manager to ensure daily scheduling needs are met and cancellations on clients are minimized.

• Proactively identifying local operating challenges in partnership with staff and using a solution-oriented mindset to suggest new policies and procedures as needed.

• Supporting center supply ordering for toys, office supplies, food, etc., utilizing the AOM as a key lead in environmental management

• Ensuring fidelity to key daily operational processes and expectations

• Demonstrating professionalism and maturity to the highest standard in interactions with families, clients, and staff

• Client communication and relationship management

• Supporting all non-clinical aspects of the client experience, including building strong relationships with caregivers and providing needed support, owning family communications in partnership with the local clinician team, ensuring strong attendance, driving strong client NPS scores, and addressing all concerns.

• Answering the phones and managing inbound client calls

• Preparing clients for diagnostic and assessment appointments, including sending information via email, collecting information, and sending reminders

• Ensuring a smooth onboarding experience for new clients and their caregivers

• Managing the front desk, including providing a warm welcome to clients, prospective clients, and employees

Business Operations Maintenance (approx. 30% of role)

• Supporting critical day to day market operations

• Assisting Market Operations Manager with monthly Environment Fidelity and Structured Session audits to ensure each centers physical environment is up to standard; supporting local teams in getting these metrics back up to standard if they are below target

• Ensuring client and staff attendance statuses are up to date in OpenPhone

• Driving data provisioning across the CO market. I.e., providing local teams with sufficient data to execute on our established processes

• Owning and maintaining critical operational processes such as employee badge creation and tracking, time off processes, belonging program, etc.

• Supporting family night and other community events

Process improvement and special projects (approx. 20% of role)

• Identifying, proposing, and implementing process improvement initiatives to increase operational efficiencies

• Assisting in process improvement initiatives as they arise, either at the clinic or regional level

• Supporting local teams in process change, providing hands on support to local teams and personnel as our policies inevitably are adjusted

• Effectively communicating the why behind our procedures, especially as they change, to various audiences (clinicians, families, RBTs)

• Leading and executing on special projects for market operations leadership (ex: developing a better process for staff / family feedback surveys)

Requirements & Qualifications

• Must have 6 months of employment with Soar(internal candidates only)

• Must be at least an RBT 2 (internal candidates only)

• Must have 2 years of professional experience

• Must have maintained good standing and consistently strong performance in current role, meeting all expectations over time(internal candidates only)

• Associates or bachelors degree strongly preferred but not required

• Passion for Soars mission and values with a desire to help us build and support our AZmarket to deliver a world-class experience for our staff and families, and unmatched care quality to our clients