Operations Manager

The Operations Manager is responsible for ensuring consistent excellent customer service and industry leading care to all clients. This position leads the operations team to provide excellent customer service and reports to the Regional Vice President of Operations. This position is required to promote and maintain programs that support Federal, State and local regulations and laws, in addition to adhering to all Company policies and procedures.

Essential Job Responsibilities:

Management/Leadership

• Lead regional operations teams
• Manage client relations
• Proactively interface with clients and identify ways to create optimal experience and outcomes for clients
• Act as a catalyst for change and improvement in performance and quality
• Participate in the delivery and development of Caregivers
• Participate in process improvement initiatives
• Collaborate with on call/after-hours staff and weekend teams
• Lead weekly location/branch inter department meetings
• Work with the RVP of Operations to determine in-house quality procedures, improvements, and standards to meet department and company goals

Quality Assurance

• Maintain caregiver/client record information and notify Payroll as appropriate
• Maintain and audit client files including creating RSA letters and appropriate paperwork.
• Document caregiver and client incidents; follow up with RN and clinical team as appropriate
• Complete caregiver evaluations as required
• Assist Credentialing Specialist with maintaining caregiver credentials and expiration dates by ensuring follow through from the Client Coordinator team
• Document and follow up on caregiver tardiness, call-offs, and other issues as appropriate in system. Notify HR for guidance on escalated issues.
• Perform quality assurance calls to Tier A and B clients.
• Monitor KPIs such as Net Promoter Score (NPS), Client Retention Rates, and Attrition Reasons.

Operations

• When necessary, support interdepartmental teams
• Support office operations and collaboration by responding to call volume, colleague absences and project implementations
• Ensure customer satisfaction and provide professional customer support
• Maintain a positive, empathetic and professional attitude toward customers and client service team at all times
• Address and resolve client relations issues promptly, escalating to the RVP of Operations when necessary
• Assess customer needs and ensure that they are met
• Identify, develop, implement and lead training needs for the coordinating team to improve customer service
• Provide feedback on the efficiency of the customer service process
• Coordinate with Client Care Coordinators on the placement of caregivers based on matching caregivers' skills with clients' needs. Complete documentation and procedures required to affect that outcome
• Customer service survey follow-up

Requirements:

• Minimum three years' experience in operations management or a similar role
• Bachelor's degree in business, operations management or related field preferred
• Excellent client/customer service and communication skills
• Outstanding analytical, problem-solving, organization, prioritization, and multitasking skills
• Previous computer expertise, ability to troubleshoot, knowledge of computer programs, and proficiency with MS Office products