Director of Operations- Access to Care at HUSHABYE NURSERY – Phoenix, Arizona

Hushabye Nursery is an Arizona nonprofit organization with a mission to ‘embrace substance exposed babies and their caregivers with compassionate, evidence-based care that changes the course of their entire lives.’ The organization was founded by Tara Sundem, a neonatal nurse practitioner who witnessed firsthand the challenges of newborns exposed prenatally to opioids and those families trying to care for them. Hushabye Nursery’s innovative model offers a safe and inclusive space where mothers, family members and babies – from conception through childhood – can receive integrative care and therapeutic support that offers each child the best possible life outcomes. Programs will include prenatal and postpartum support groups, inpatient nursery services, and outpatient therapies.

JOB DESCRIPTION

POSITION TITLE: Director of Operations – Access to Care

PRIMARY LOCATION: Hushabye Nursery

REPORTS TO: Chief Operating Officer

EMPLOYMENT: Full-Time / Exempt

CLASSIFICATION: Leadership / Non-Clinical

DATE:;3 2026

POSITION OVERVIEW:

In accordance with the vision, mission, and values of Hushabye Nursery, the Director of Operations – Access to Care is responsible for leading and optimizing the systems that ensure families can efficiently access Hushabye’ s services and receive high-quality, coordinated care.

The Director of Operations – Access to Care provides strategic and operational leadership across Community Outreach, Admissions, and Outpatient services. This role is responsible for building and sustaining high-performing operational systems that ensure timely, equitable, and compassionate access to care.

The Director establishes standardized processes, training frameworks, and performance management systems that drive efficiency, accountability, and continuous quality improvement. This leader plays a critical role in advancing program sustainability by improving access, increasing productivity, strengthening documentation and billing performance, and ensuring operational excellence across all entry points to care.

Through thoughtful system design and team development, the Director enables staff to perform at their highest level while ensuring families receive trauma-informed, seamless, and high-quality services.

DUTIES & RESPONSIBILITIES:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Operational Leadership & Access to Care

• Provides oversight of daily operations for Community Outreach, Admissions, and Outpatient services.
• Designs and implements operational systems that ensure families can access services efficiently and without unnecessary barriers.
• Develops, documents, and maintains standard operating procedures (SOPs) across workflows.
• Ensures seamless coordination from referral through admission, service delivery, and discharge.
• Identifies operational barriers to access and implements solutions that improve timeliness and continuity of care as well as financial sustainability.
• Collaborates closely with the Inpatient Director and interdisciplinary team to foster a cohesive, team-based approach that ensures client needs are met with consistency, quality, and compassion.
• Partners with executive leadership to align operational systems with organizational growth and sustainability goals.

Strategic Planning & Operational Strategy

• Leads the development and execution of strategic plans for access to care operations, aligning outreach, admissions, and outpatient services with organizational growth, capacity, and sustainability goals.
• Analyzes program data, trends, and performance metrics to identify opportunities for expansion, improved access, and operational efficiency, and translates insights into actionable strategies.
• Partners with executive leadership to anticipate future needs, design scalable systems, and proactively address operational challenges to support long-term program success.

Process Improvement & Program Sustainability

• Evaluates and continuously improves workflows, systems, and processes to increase efficiency, productivity, and program capacity.
• Implements performance dashboards and data monitoring systems to track operational outcomes.
• Drives continuous improvement initiatives focused on access, service delivery, and operational effectiveness.
• Ensures operational practices support financial sustainability while maintaining Hushabye’s high standard of compassionate care.

Productivity, Billing & Documentation Performance

• Oversees operational processes that support accurate, timely documentation and billing for outpatient services.
• Partners with billing teams to ensure services are documented appropriately and meet payer requirements.
• Monitors productivity metrics, service utilization, and operational efficiency.

· Implement training and process improvements to enhance productivity while maintaining quality.

• Identifies opportunities to improve service capture, reduce claim errors, and strengthen revenue cycle performance.

Training, Staff Development & Operational Accountability

• Develops and implements comprehensive onboarding and training programs for outreach, admissions, and outpatient teams.
• Establishes clear operational expectations and accountability structures for staff performance.
• Conducts regular audits of processes, documentation, and training compliance.
• Ensures staff receive ongoing coaching, operational training, and performance feedback.
• Builds a culture of continuous learning, operational excellence, and mission-driven service.

Quality Improvement & Compliance Support

• Supports organizational compliance with applicable regulatory requirements, including ADHS, AHCCCS, and CARF accreditation standards.
• Collaborates with leadership and QAPI teams to evaluate program performance and recommend improvements.
• Conducts operational audits and reviews to ensure services meet organizational and regulatory expectations.
• Ensures documentation, training records, and operational practices remain audit-ready.

(CARF experience is considered beneficial but is not required.)

Community Engagement & Referral Development

• Oversees community outreach and engagement strategies that strengthen referral pathways and program awareness.
• Builds strong relationships with healthcare providers, hospitals, community partners, and social service organizations.
• Ensures outreach and admissions activities translate into measurable access to services and appropriate program utilization.
• Supports educational initiatives that reduce stigma and increase community awareness of Hushabye’s services.

KEY PERFORMANCE METRICS

The Director of Operations – Access to Care is accountable for:

• Timely access to services and referral response times
• Admissions flow and census stabilization
• Staff productivity and service utilization
• Documentation and billing accuracy
• Patient and family satisfaction
• Operational efficiency and workflow performance
• Staff training completion and competency tracking
• Program sustainability and operational capacity

SUPERVISORY RESPONSIBILITIES

• Directly supervises Community Outreach, Admissions, and Outpatient operational staff.
• Oversees recruitment, hiring, onboarding, and performance management.
• Establishes clear performance expectations and operational accountability.
• Provides coaching, feedback, and professional development opportunities.
• Manages disciplinary actions in accordance with Hushabye Nursery policies.

KNOWLEDGE, SKILLS, AND EXPERIENCE:

• Strong operational leadership experience in healthcare, behavioral health, nonprofit, or human services environments.
• Experience developing workflows, SOPs, training programs, and performance management systems.
• Demonstrated ability to improve operational efficiency and team productivity.
• Strong data analysis and performance monitoring skills.
• Experience collaborating with billing, compliance, and clinical teams.
• Exceptional organizational, communication, and leadership skills.
• Ability to lead teams through change, system improvements, and operational growth.
• Commitment to trauma-informed, compassionate care for families impacted by substance use.

EDUCATION (MINIMUM REQUIREMENTS) and Experience:

• Bachelor’s degree in healthcare administration, business administration, public health, nonprofit management, or equivalent professional experience demonstrating progressive operational leadership required.
• Minimum 5 years of progressive leadership experience in healthcare operations, behavioral health, nonprofit management, or related field.
• Experience with regulatory healthcare environments preferred.
• CARF experience beneficial but not required.

PHYSICAL/MENTAL DEMANDS & ENVIRONMENT:

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch or crawl; talk, hear, taste or smell. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT: Workplace Environment: Work generally performed in professional offices and clinical settings. Personnel may be exposed to typical environmental conditions of a healthcare/behavioral health facility, including moderate noise, frequent interaction with clients, and possible exposure to medical hazards. Hushabye Nursery follows OSHA/ADOSH and CARF standards to maintain a safe and accessible workplace. Reasonable accommodations will be provided in accordance with the Americans with Disabilities Act (ADA).

EQUAL EMPLOYMENT OPPORTUNITY:

Hushabye Nursery provides equal employment opportunities to all qualified individuals without regard to race, color, religion/creed, citizenship, age, disability, pregnancy, sex (including pregnancy, gender identity or expression and sexual orientation), genetic information, veteran status, national origin, and all other characteristics protected by applicable law. Hushabye Nursery is an Equal Opportunity Employer.

AMERICANS WITH DISABILITIES ACT:

Applicants as well as employees who have or gain a disability must be able to perform the essential duties & responsibilities either unaided or with reasonable accommodation. The organization shall determine reasonable accommodation on a case-by-case basis in accordance with applicable law.

BACKGROUND CHECK STATEMENT:

Hushabye Nursery conducts pre-employment screening for all positions, which includes a criminal background check, verification of work history, academic credentials, license, certifications, and MVD check for positions that require travel. Employment is contingent upon the successful passing of background checks.

AT-WILL STATEMENT:

Your employment with Hushabye is on an at-will basis, meaning either you or the Company can terminate the employment relationship, at any time, for any or no reason, and with or without cause or notice. As an at-will employee, your employment with the Company is not guaranteed for any length of time.