Title: Branch Manager
Function or Dept.: Operations
Location: Cleveland, OH, USA
Reports to: Area Leader
FLSA Classification: Exempt
Reporting to the Area Leader, the Branch Manager will work to support the growth strategy and deliver at an operational level with end-to-end ownership of the branch financial and operational objectives. This role will deliver high quality service in a compliant environment with a focus on growth and service delivery excellence in their designated geographic area. The role will also work across the matrix functions of the Field Support Center (corporate) to ensure a reliable and consistent operating environment.
Responsibilities:?
Support company and geographic growth targets?
Work with the Area Leadership to create a 1-year business plan for the branch, including:?
? Budget and operational targets?
? Specific actions to execute growth objectives?
Develop and maintain local referral source relationships?
Ensure client and caregiver onboarding targets and needs are achieved?
Support (and at times, conduct) client onboarding?
Ensure high standards for client satisfaction and retention?
Ensure compliance with Local, State, Federal and Company regulations, policies, and procedures?
Build and maintain culture of quality?
Manage team to deliver quality care that adheres to policies and procedures?
Ensure client and employee file compliance?
Maintain accurate incident records and implement actions to resolve issues?
Collaborate with Q&C Lead, Clinical Managers, and Quality Assurance Nurses for audits?
Maintain operational excellence
Own branch KPIs and support Area leadership to develop internal reporting packages
Review KPIs daily, weekly & monthly with Area Leadership and identify actions to improve performance
Monitor and make necessary improvements to revenue and utilization
Manage branch operating expenses to budget, including approval of payroll, PTO, and overtime
Supervise and delegate duties and establish proper accountability for staff members
Liaise with local contracting entity for contract services and operations
Process authorizations to ensure updated information is documented on client files
Review and approve client caregiver assignment to ensure client needs and caregiver availability and preferences are achieved
Ensure outstanding client service delivery
Resolve issues reported from Care Coordinators and clients, and report to the Director of Market Ops as required
Escalate business issues, whether operational or financial (revenue, collections, etc.)
Team Leadership
Lead a team of Care Supervisors, Caregivers, Branch Administrative staff
Forecast staffing needs and develop a recruitment and staffing plan
Oversee recruitment, screening, and selection to meet needs
Approve new hires and ensure quality training
Conduct performance reviews for direct reports and manage local recognition program
Coach and mentor team, including direct responsibility for employee improvement, satisfaction, and retention
Office Management & Business Improvement
Arbitrate grievances reported from field or administrative staff
Coordinate with Dir of Market Ops on the purchase, maintenance, and repair of the facility
Collaborate with support functions (compliance, legal, HR, finance, marketing) as needed in support of effective field operations
Develop and implement best-in-class processes in branch, sharing innovative practices across branches
Champion organizational change and improvement initiatives
Required Skills/Abilities
Business Growth
3+ years of team leadership or supervisory experience
Experience supporting senior management in achieving growth objectives
Adaptive to change and emotionally intelligent
Team player with ability to work Independently
Process improvement experience supporting the development, review, and revision of processes and policies as needed
People Development
Motivated to make a difference in other people's lives
Ability to collaborate, inspire, and hold others accountable
Desire and aptitude for coaching, feedback, and reinforcement
Ability to support behavior change and culture-building
Management
Exhibition of the highest ethical standards while demonstrating accountability & ownership
Strong organizational skills, attention to detail, ability to prioritize and meet deadlines in fast paced environment
Professional oral and written communication skills
Strong problem solving and conflict resolution skills
Proficient Computer Skills, including Microsoft Word, Excel, PowerPoint
Education and Experience
Bachelor's degree in business or related field
Experience in homecare, healthcare, healthcare services
Performance Measures
Revenue, Hours Served, Utilization
Client Census Growth & Retention
Referral Source Market Share
Caregiver Growth & Retention
Caregiver & Client Compliance
Team Engagement & Development
Audit Compliance
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. 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 accommodations may be made to enable individuals with disabilities to perform the essential functions upon request. Help At Home is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, or religion or other legally protected status.
