Job description

Home Instead Senior Care® Operations Manager
REM Senior Services Corp d/b/a Home Instead

Objective:

The Director of Operations is expected to perform a variety of duties that relate to client care including care consultations with potential clients and family members, client/CAREGiver introductions and quality assurance visits with existing clients. They are required to become an expert on the operations of the day to day business including scheduling, hiring, client care and careGIVER retention. When working with clients they use the consultative sales approach to determine each individual client’s needs to provide solutions and create a tailored service plan. They continuously evaluate the plan through a series of ongoing communications and visits to ensure high quality care, client satisfaction and retention as well as opportunities to increase service hours. The operations Manager will oversee the scheduling team, work closely with the client team to assure quality care and help our general manager with leading our in office staff of about 15 employees and our large staff of CareGIVERs.

Primary Responsibilities:

• Reflect the core values of REM Senior Services Corp (d.b.a. an independently owned and operated Home Instead franchise).
• Meet with potential clients and family members to discuss their needs and provide solutions in the form of a service plan.
• Conduct Service Inquiries and Care Consultations as needed following the consultative sales process
• Maintain ongoing communication and a consistent follow-up schedule with potential clients and families who have yet to commit to service.
• Work with scheduling team to assure consistent schedule for client.
• Manage and lead the team of schedulers.
• Work closely with the General Manager to assure smooth day to day operations.
• Conduct client/CAREGiver introductions with every new client and with every new CAREGiver.
• Create and maintain client and responsible party records documenting all quality assurance meetings.
• Plan and execute a schedule that ensures each client has at minimum one quality assurance visit per (month/quarter).
• Recognize and pursue opportunities to modify service plans to best support the ongoing needs of clients through a quality assurance program.
• Demonstrate open and effective communication with clients, family members, the franchise owner, colleagues and CAREGivers, and referral providers/care providers.
• Work with clients and their families on the various issues that may arise to ensure they are getting resolution to issues as well as receiving the services needed.
• Demonstrate open and effective communication with the franchise owner, colleagues, CAREGivers, clients and family members.
• Adhere to all company policies, procedures and business ethics codes and ensures that they are communicated and implemented within the team.

Secondary Responsibilities:

• Participate as needed in all CAREGiver meetings
• Maintain regular attendance to execute job responsibilities
• Conduct Family Education sessions as needed
• Perform any and all other functions deemed necessary

Education/Experience Requirements:

• College degree preferred
• One year experience in home care, health care or senior-related industry required, an equivalent combination of education and work experience may be considered.
• Must possess a valid driver’s license

Knowledge, Skills and Abilities:

• Must have an understanding of and uphold the policies and procedures established by REM Senior Services Corp (d.b.a. an independently owned and operated Home Instead franchise)
• Must demonstrate excellent oral and written communication skills and the ability to listen effectively
• Must have the ability to work independently, maintain confidentiality of information and meet deadlines
• Must demonstrate effective interpersonal skills as well as sound judgment and good decision-making skills
• Must demonstrate discretion, integrity and fair-mindedness consistent with office standards, practices, policies and procedures
• Must demonstrate knowledge of the senior care industry
• Must have the ability to organize and prioritize daily, monthly, quarterly and yearly work
• Must have the ability to establish good working relationships with the franchise owner, office colleagues, CAREGivers and the community
• Must have the ability to present a professional appearance and demeanor
• Must have the ability to operate office equipment
• Must be able to operate HISC technology systems
• Must be patient and congenial on the telephone
• Must have computer skills and be proficient in Excel and Word
• Must have the availability to work evenings or weekends as required
• Must have the ability to perform duties in a professional office setting
• Must have the ability to work as a part of a team

Your employer is REM Senior Services Corp., (d.b.a. an independently owned and operated Home Instead Senior franchise). Your employer is not Home Instead, Inc. This job description does not create an employment contract, nor imply it. Employment with your employer remains at will.

Job Type: Full-time

Pay: $50,000.00 - $60,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• On call
• Weekend availability

Supplemental pay types:

• Bonus pay

Experience:

• Home Care: 2 years (Preferred)

License/Certification:

• Driver's License (Required)

Work Location: One location

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