Clinic Operations Manager - Ontario

JOB MISSION

The mission of the Clinic Operations Manager at ACES is to elevate the standards in the treatment of Autism by providing administrative support to ACES’ clinical staff.

Job Summary

The role supports clinic operations through strategic scheduling, staff coordination, and client engagement to ensure optimal service delivery and prescription fulfillment. It involves managing Behavior Interventionist (BI) onboarding, performance, and satisfaction, while collaborating with HR and Clinical Directors to address staffing needs and retention. Additionally, the position oversees front desk duties, facility maintenance, and promotes center events to enhance client experience and operational efficiency.

Essential Job Responsibilities

Working under the Clinical Director, essential job responsibilities include, but are not limited to:

• Scheduling Support
• Follow established scheduling protocols and software use to manage session cancellations and rescheduling for in center clients
• Collaborate with Clinical Directors regularly to meet prescription fulfillment
• Coordinate assessment scheduling between assessors and new clients
• BI Support and Management
• Collaborate with HR on BI-related needs (e.g., payroll, additional supports) and provide strategic input on hiring by assessing client staffing needs; participate in interviewing potential BI candidates
• Support BI onboarding and integration by coordinating welcome activities, tech setup (iPads, I-9s, badges), and addressing early concerns in collaboration with onboarding team; serve as a positive first point of contact for new staff.
• Monitor BI performance and satisfaction, providing feedback and disciplinary action for non-clinical conduct (e.g., communication, dress code, attendance, clinic policies); escalate concerns or retention risks to the Clinical Director as needed
• Oversee the BI annual review process by ensuring accurate collection and reporting of clinical and non-clinical scorecard data in alignment with organizational standards
• Provide oversight of RBT credentialing, including initial steps, actions to maintain certification, renewal processes, and ensuring compliance with 5% BCBA supervision requirements
• Client Supports
• Serve as a positive contact for in center clients and caregivers
• Collaborate with caregivers to identify opportunities for make-up sessions or extending service hours to maximize prescription fulfillment
• Center Needs
• Maintain a clean, organized, and compliant clinic environment by monitoring staff presentation, coordinating supply and custodial needs, and communicating facility-related requests (e.g., repairs, materials, furniture) to appropriate teams to ensure a safe and functional workspace.
• Oversee daily clinic operations, including opening and closing procedures; coordinate Manager on Duty coverage in collaboration with office leadership
• Monitor center space utilization and coordinate scheduling of physical therapy sessions and assessments to maximize efficiency and meet client needs
• Conduct in-center tours for prospective clients, highlighting the clinic’s physical space and clinical excellence.
• Manage front desk responsibilities including greeting staff and caregivers, answering phones, relaying messages, and ensuring proper sign-in/out procedures.
• Manage incoming mail and packages, ensuring timely distribution and handling in accordance with center protocols
• Promote center events by posting announcements and sending reminders to increase attendance and engagement.
  

The foregoing job responsibilities are illustrative only and are not meant to be exhaustive. ACES reserves the right to change, amend or modify the job description/responsibilities at any time and in its sole discretion.

Qualifications

REQUIRED QUALIFICATIONS

• Minimum of a high school diploma
• Minimum of 4 years of experience in a professional office environment
• Previous experience in a front desk or administrative support role
• Strong background in customer service; experience in client-facing roles preferred
• Demonstrated ability to work independently with minimal supervision
• Proficient in Microsoft Office Suite and other relevant software, including email, internet applications, databases, and project management tools
• Exceptional organizational, time management, and multitasking skills
• Maintains a professional demeanor, positive attitude, and polished appearance
• Excellent verbal and written communication skills
• Ability to adhere to strict protocols and maintain compliance with HIPAA regulations
• Comfortable working in a fast-paced environment with daily deadlines
• Receptive to feedback and adaptable to changing priorities
  
  

Physical Requirements

• Ability to exert up to 10 pounds of force and lift/move up to 15 pounds
• Ability to sit for long periods of time (up to 3 hours at a time) during the scheduled workday
  
  

Additional Information

ACES is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity, sexual orientation, marital status, national origin, disability, age or covered veteran status.