Operations Director

ABOUT SANCTUARY

Sanctuary Counseling Group (SCG) is a 501(c)(3) nonprofit organization with more than 60 years of experience providing mental health care to communities across North Carolina. With a staff of more than 12 therapists and a strong administrative team, we are committed to making quality mental health care accessible to all. Our mission is to walk with our clients as they journey toward the healing of their minds, hearts, and souls. We believe that health and healing are open to all.

GENERAL POSITION SUMMARY

The Director of Operations & Development (DOD) is responsible for managing all financial, operational, administrative, and development functions at Sanctuary Counseling Group. This includes supervising administrative staff, overseeing billing and insurance processes, supporting the Executive Director, ensuring the smooth operation of front-office activities, and developing systems to promote organizational efficiency. The DOD ensures the delivery of excellent client and staff support, Development strategy, manages vendor relationships, and collaborates on organizational planning and policy development.

MAJOR RESPONSIBILITIES

Mission and Leadership

• Support the vision and mission of Sanctuary Counseling Group
• Serve as a member of the leadership/management team
• Represent administrative services to staff, board, and external partners
• Promote an atmosphere of kindness, professionalism, and integrity

PLANNING AND ORGANIZATIONAL MANAGEMENT

• Participate in the annual Strategic Planning efforts
• Coordinate administrative input for strategic initiatives
• Manage operational goals that support organizational growth and stability.
• Support the Executive Director in efforts to work with the organization's Board of Directors.

FINANCE AND BUDGETING

• Coordinate with the Executive Director to develop annual budgets
• Oversee accounts payable/receivable, expense reporting, and revenue tracking (Maintained by the Administrative Specialist)
• Report weekly/monthly on financial performance and budget progress
• Oversee the organization’s financial reporting, including bookkeeping efforts, board reports, Samaritan Scholarship Fund reporting, and reconciling aging reports (AR)
• Ensure bills for all vendors are paid as well as managing vendor contracts. (Maintained by the Administrative Specialist)
• Maintain donor records as well as state-required solicitation licenses and paperwork.
• Lead Development Strategy and assist with fundraising administrative support (Maintained with the help of the Executive Director and Board of Directors)

REVENUE CYCLE MANAGEMENT

• Supervise insurance billing processes and staff to ensure accuracy, HIPAA compliance, and efficiency
• Direct with the support of the Clinical Director, the credentialing of clinicians with third-party payers and the maintenance of up-to-date records (Maintained by the Administrative Specialist)
• Ensure the revenue cycle process is running efficiently and correctly by the administrative team.
• Maintain and optimize billing systems and technologies
• Oversee the business's bookkeeping efforts and compliance.

HUMAN RESOURCES Includes: Paid Staff, Volunteers, and Students

• Support the Executive Director in HR related tasks, but the DOD is not the HR representative for SCG.
• Coordinate onboarding including training, benefits enrollment, and termination procedures (Does not carry out clinical-related training)
• Maintain employee records and documentation
• Coordinate bi-weekly payroll processing (including data collection, spreadsheets, ADP input, approvals)
• Develop and update employment agreements and service letters of understanding with the oversight of the Executive Director

POLICY AND PROCEDURES

• Develop and maintain operations policy manual (contracting, accounting, billing, purchasing, facility, equipment, support services) with the oversight of the Executive Director
• Lead annual review and updates of the Employee Handbook, Administrative Handbook, and support the Clinical Director in reviewing the Clinical Handbook.
• Provide ongoing training to ensure all staff meet operational competencies
• Supervise and guide team leaders in implementing policies effectively

FACILITIES, TECHNOLOGY & SYSTEMS

• Provide technical support to staff on system operations (Maintained by the Administrative Specialist)
• Work within the EHR system to manage accounts, records, and imports (Maintained by the Administrative Specialist)
• Research, implement, and manage administrative systems and vendors
• Update and maintain online presence (website, social media)
• Oversee facility maintenance and manage physical environments across offices
• Manage office equipment and technology infrastructure
• Oversee purchasing and inventory of supplies and materials

STAFF AND VOLUNTEER SUPERVISION

• Supervise administrative staff, including Administrative Team members and billing personnel
• Recruit, hire, train, and evaluate the Administrative Team
• Supervise volunteers, undergraduate students, and provide guidance on administrative projects
• Onboard clinical students in relation to HR processes. Clinical Director/Supervisor oversees, trains, or orients clinical students.

DEVELOPMENT & OUTREACH

• Create and execute a Development and Fundraising strategy annually (Maintained with the support of the Executive Director and Board of Directors)
• Maintain thorough Development process documentation, including donor thank you notes, tax donation letters, solicitation compliance, internal reporting, external reporting (Annual Report, Grant Reports, Candid, etc.), Board of Directors “Give and Get Goal” progress, and any additional administrative duties.
• Research and apply for grants and funding opportunities.
• Direct and implement marketing and social media efforts.
• Assist the Executive Director and Board of Directors in shaping organizational messaging and storytelling.
• Support the Executive Director and Board of Directors in outreach efforts with the community, church locations, and general business networking.
• Monitor fundraising, outreach, and partnership progress and make recommendations or direction for improvement on an ongoing basis
• Delegate Development duties and tasks to the Executive Director and the Board of Directors as necessary

CLIENT SERVICES SUPPORT

• Oversee client intake procedures (Maintained by the Administrative Specialist)
• Ensure excellent client service at the administrative level
• Maintain confidentiality and uphold ethical standards in client interactions

QUALIFICATIONSEducation

• Master’s degree in Business Administration, Finance, Social Service Administration, or a related field. Holding a Master’s degree in an unrelated field is acceptable if the candidate has an additional 1+ years of experience in managing a business, nonprofit, or healthcare office.
• Bachelor’s or Master’s degree in Business Administration, Finance, Social Service Administration, or a related field. Holding a Bachelor’s degree in an unrelated field is acceptable if the candidate has an additional 3+ years of experience in managing a business, nonprofit, or healthcare office.

Experience

• Minimum of 2–3 years in administrative leadership, ideally in a health/mental health setting with third-party billing
• Nonprofit or mission-driven organization experience is strongly preferred.
• Experience creating and balancing a budget for a large business.

Skills

• Strong leadership, supervisory, and mentoring abilities
• Excellent verbal and written communication skills
• General understanding of bookkeeping practices.
• Technical proficiency with EMR/EHR systems, Google Workspace, Microsoft Office Suite, and billing software
• Strong organizational and multitasking capabilities
• Ability to maintain confidentiality and uphold HIPAA standards
• Experience with HR functions and benefits administration
• Public Speaking abilities
• Knowledge of HIPAA, coding, billing compliance, and insurance industry standards

VALUES AND CULTURE FIT

• Committed to professional excellence, integrity, and continuous growth
• Invested in the organization’s mission and future success
• Contributes to a culture of warmth, support, and respect

WORKING CONDITIONS

• Frequent sitting, computer use, and communication tasks
• Occasional standing, walking, lifting (up to 30 lbs), and physical office tasks
• Low noise environment; exposure to typical office materials and equipment
• Ability to attend in-person events approximately 3-4 times per year in Charlotte, NC

Benefits:

• Bi-weekly compensation
• Medical Insurance, Dental, Vision, Short and Long Term Disability Insurance, Life Insurance (for purchase).
• 10-12 Paid Holidays
• 15-21 Days PTO (depending on length of employment)
• Computer provided
• Hybrid work enviroment
• Flexible Schedule

Note: This job description is intended to provide a general overview of the position. Duties, responsibilities, and skills may vary depending on the specific job requirements and the needs of the healthcare organization. We encourage applicants to apply as long as they meet the minimum requirements listed.

Pay: From $60,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Application Question(s):

• Do you have experience in managing accounts receivable?
• Can you commit to working in person 2 days per week in our Uptown Charlotte office?

Experience:

• Operations or Business Management: 1 year (Required)
• Medical billing: 1 year (Preferred)

Work Location: Hybrid remote in Charlotte, NC 28204