Client Operations Manager Jobs in Concord, CA (NOW HIRING)

IOA is on the forefront of revolutionary healthcare models, reshaping the way people can age in place. Our innovative models transform lives, enhance communities, and save healthcare systems millions of dollars. Rather than focusing on archaic outdated design, we strive to consistently question the "status-quo" and create new and more innovative ways to help aging adults and adults with disabilities maintain their quality of life.

With over 23 programs, we offer multiple ways to aid seniors maintain their health, well-being, independence and participation in the community, fulfilling our mission.

Key Responsibilities:

1. Supervision of Staffing Managers:

• Provide leadership, guidance, and direct supervision to a team of Staffing Managers responsible for scheduling and overseeing the care provided.
• Ensure Staffing Managers meet performance expectations in client-caregiver matching, scheduling, and communication with internal and external customers.
• Review and assess the staffing workflow to improve efficiency and address any gaps or challenges in scheduling and client care.

2. Caregiver Retention & Engagement:

• Develop and implement caregiver retention strategies, including regular check-ins with caregivers to assess their satisfaction, concerns, and needs.
• Coordinate periodic calls or visits to caregivers while they are on assignments to ensure they feel supported, valued, and empowered in their roles.
• Act as a mentor and resource for caregivers, providing guidance on professional development and ensuring ongoing job satisfaction.
• Collaborate with HR and the Director of Home Care to identify and reward high-performing caregivers and address any performance issues proactively.
• In partnership with the Recruiting team, conduct in-person interviews with caregiver candidates.

3. Training & Development:

• Lead or coordinate training programs for caregivers, including key topics such as dementia care, person-centered care, body mechanics, and other essential skills.
• Serve as a "train-the-trainer" expert to enhance the skills of both Staffing Managers and caregivers.
• Collaborate with the HR team to ensure all caregivers remain up to date on certifications, compliance requirements, and specialized training.

4. Customer Journey & Experience:

• Contribute to the overall client experience by ensuring caregivers are well-matched with clients and that services are delivered to the highest standard.
• Conduct regular check-ins with clients to assess caregiver performance and address any areas for improvement or concern.
• Collaborate with the Director of Home Care and Client Services Managers to ensure seamless communication and problem resolution between clients and caregivers.

5. Quality & Performance Monitoring:

• Monitor and evaluate the performance of caregivers, offering mentorship, coaching, and counseling as needed.
• Conduct periodic site visits to observe caregivers in the field, ensuring the quality of service is maintained.
• Partner with the Client Services Manager to address caregiver-related issues, including complaints, training gaps, and disciplinary actions as necessary.

6. Scheduling & Coverage Oversight:

• Oversee the efforts of the Staffing Managers in ensuring adequate caregiver coverage for all clients.
• Provide support and guidance in managing complex scheduling issues, last-minute cancellations, and emergency staffing needs.
• Assist in ensuring that the on-call system is functioning efficiently and that any after-hours issues are resolved promptly.
• Participate in the on-call rotation as part of the staffing management team.

7. Interdisciplinary Collaboration:

• Participate in interdisciplinary team meetings to provide insights on caregiver performance, staffing challenges, and opportunities for improvement.
• Collaborate with the Director of Home Care, HR, and Client Services Managers to implement initiatives that support the growth of the home care division.

8. Data Tracking & Reporting:

• Monitor retention rates, caregiver satisfaction, and other key performance metrics to assess the effectiveness of retention and engagement efforts.
• Provide regular updates and reports to the Director of Home Care and the Vice President of Home Care and Support Services on staffing and caregiver performance.

SKILLS & QUALIFICATIONS:

• Bachelor's degree in a related field (e.g., Business, Human Resources, Healthcare Administration, Social Work) required. Equivalent experience in staffing, client services, or related areas will be considered.
• At least 2 years of leadership or managerial experience preferred, with a proven ability to develop and mentor staff, even if outside of home care or healthcare sectors.
• At least 2 year of experience in staffing, coordination, or client services in any industry (e.g., healthcare, hospitality, customer service) is preferred.
• Proven track record of achieving productivity or performance targets in a fast-paced environment.
• Strong organizational and multitasking skills, with the ability to manage and prioritize a high volume of information, particularly regarding staff scheduling and client needs.
• Strong analytical and decision-making abilities, with experience in consultative service delivery and managing client expectations.
• Excellent communication skills, both verbal and written, with a demonstrated ability to collaborate effectively with teams and departments.
• Strong decision-making and problem-solving abilities, capable of working independently and within a team setting.
• Flexibility in managing shifting priorities and adapting to changes in a dynamic environment.
• Experience with operational improvements or implementing best practices in a service-based environment preferred.
• Strong computer skills and fluency in Microsoft Word, Excel, Outlook, and other software systems. Database or CRM experience a plus
• Reliable regular transportation