Clinical Operations Manager

ABOUT THE JOB

CMHA BC is British Columbia’s leading mental health non-profit organization. We promote mental health for all and support the resilience of people living with mental illness and/or substance use challenges. We work to uplift the voices of people with lived expertise and to advance the human right to best possible mental health. The Mind & Mood Clinical Care Network is an innovative new provincial program which aims to provide the right care at the right time to those with mood and/or anxiety disorders. Built on a stepped care framework, the program operates via a single front door, consistent screening and assessment, and matching clients to the right level of care.

DUTIES AND RESPONSIBILITIES

Clinical and Professional Leadership

• Provide clinical leadership and oversight for the Mind & Mood Clinical Care Network, including supervision and collaborative leadership with psychiatrists, family physicians and other mental health professionals.
• Ensure clinical services meet professional, ethical, and regulatory standards and align with best and emerging practices in mental health care.
• Collaborate with the Medical Director to develop and ensure compliance with clinic policies and procedures.
• Support case consultation, clinical decision-making, and service planning across interdisciplinary teams.

Day-to-Day Operations and Service Delivery

• Oversee daily clinic operations to ensure efficient, coordinated, and client-centred service delivery.
• Directly supervise the Administrative Support Coordinator, including workload management, coaching, issue management, and performance management.
• Ensure effective scheduling, clinic flow, and coordination of appointments across service streams.
• Oversee intake, triage, waitlists, and client allocation processes to ensure timely, equitable, and transparent access to services.

Intake, Navigation, and Client Advocacy

• Provide leadership for intake and navigation functions to ensure clients receive clear information, appropriate referrals, and coordinated access to services.
• Support advocacy and navigation of community, health system, and internal resources for individuals accessing services.
• Ensure client-facing processes are trauma-informed, culturally safe, and responsive to diverse needs.

Information Management, EMR Systems, and Privacy

• Provide operational oversight of EMR systems and related clinical and administrative workflows.
• Ensure accurate, timely, and consistent documentation practices across the clinic.
• Ensure privacy, confidentiality, and security of client records in compliance with legislation, organizational policy, and professional standards.
• Lead system improvements related to intake, scheduling, reporting, and data quality.

Program Development, Integration, and Policy

• Lead the development, implementation, and refinement of clinic policies, procedures, and operational guidelines.
• Support integration of the Mind & Mood Clinical Care Network within organizational programs and referral pathways.
• Contribute to service planning, program expansion, and continuous quality improvement initiatives.
• Manage future implementation of mental health supports in alignment with the Mind and Mood servicemodel.

Evaluation, Reporting, and Promotion

• Oversee evaluation of clinical services and operational performance to inform quality improvement and decision-making.
• Prepare and contribute to regular reports for leadership, funders, and internal stakeholders.
• Support internal and external promotion and communication of clinic services in collaboration with organizational teams.

QUALIFICATIONS AND EXPERIENCE

Education & Experience

• Master’s degree in a relevant clinical or health administration discipline.
• Minimum of 5–7 years of progressive clinical experience, including leadership or management responsibilities.
• Experience supervising regulated health professionals; experience working alongside psychiatrists is an asset.
• Experience running a clinic or clinical program that provided direct care for community members seeking mental health support.

Knowledge, Skills, and Abilities

• Strong understanding of mental health service delivery systems and interdisciplinary models of care.
• Demonstrated ability in clinical leadership, operational oversight, and staff supervision.
• Experience w