Senior Regional Operations Manger

Company: The Key
Location: Walnut Creek
Posted on: March 19, 2023

Job Description:

For nearly 20 years, TheKey (formerly Home Care Assistance) has helped clients achieve successful long-term aging at home with comprehensive, concierge-based care. Ensuring the dignity, safety, and independence of its clients, TheKey is committed to changing how the world lives and ages at home. Employee-teams get the training, resources, and support they need to deliver an exceptional care experience for clients and their families. Founded in Silicon Valley, TheKey has grown from a single location to service coverage throughout North America enabling clients to live life on their own terms, in their own homes. View our video to learn more about TheKey.
Senior Regional Operations ManagerEast Bay Area - Northern CaliforniaPosition DescriptionTake Ownership of Regional Scheduling Operations for the Nation's Premier Provider of Private Pay Care in the HomeAre you a dynamic outcome-driven resource management people leader? Are you eager to ensure high-quality caregiver service delivery and take ownership of driving growth in a $100M+ business unit while making a positive difference in the healthcare world? If this sounds like you, consider joining the team as Senior Regional Operations Manager (a.k.a.Senior Regional Staffing Manager) at TheKey. This is a role with exciting opportunities and the ability to help expand our business as you focus on quality, efficiency, and improved margins. Consider just a few of the advantages of this role:

• You will make a visible impact as you manage caregiver service delivery, quality, compliance, and improved margins to support future growth. This is an excellent role for a confident and enterprising person who is energized by a changing and complex environment with a lot of moving parts.
• As a mission-driven organization, you will enjoy the satisfaction, autonomy and fulfillment that comes with knowing that you are positively influencing our patients, caregivers, and healthcare community. We are proud of our supportive and inspirational leadership group and unique culture, and we will look to you to continue to cultivate and foster this positive, transparent and "people-first" environment within your assigned area. We have high but reasonable standards, and you will be working with a team of exceptional professionals.
• Your success will pivot on your ability to establish credibility and build trusted relationships with various stakeholders including referral partners, colleagues, clients, caregivers, and other key contacts. This role involves a lot of collaboration, coordination, and partnership across teams.Role OverviewThe Senior Regional Operations Manager is responsible for high-quality service delivery to our caregivers, scheduling supervisors and specialists, and the Clients they support. This role will focus on supporting and retaining our caregiver population through managing the scheduling supervisors and providing strategic scheduling oversight and recommendations with a focus on quality, efficiency, and improved margins.As Senior Regional Operations Manager, you will oversee a talented team and be responsible for the following areas of business:
  • Oversight of quality scheduling execution and caregiver support focusing on retention and compliance, ensuring accuracy in schedules, rates, personnel and care notes, meeting payroll and billing deadlines.
  • Caregivers, scheduling supervisors and specialists can utilize current technology to improve efficiencies and experience.
  • Working through the scheduling supervisors, the scheduling specialists are assigning the best caregiver for each job based upon relevant factors including the client's needs and goals and the caregivers. This includes personality, skill level, reliability, past performance, availability, and geography.
  • Supporting the P&L, including the ability to manage margins and assisting in the making of financial decisions.It is important to note that home care is a complex business with a variety of nuances and varied factors that come into play including benefits, insurance, and private pay. We understand the learning curve will be steep, but once you get a grasp of the details, you will be able to start improving and optimizing all the facets outlined below.Role SpecificsTo perform this complex but interesting role successfully, an individual must be able to perform the essential job requirements delineated as follows:
    • Responsible for the oversight of quality scheduling execution and caregiver support focusing on retention and compliance, ensuring accuracy in schedules, rates, personnel and care notes, meeting payroll and billing deadlines.
    • Ensure that caregivers, scheduling supervisors and specialists can utilize current technology to improve efficiencies and experience.
    • Manage the scheduling supervisors to ensure that the scheduling specialists are assigning the best caregiver for each job based upon relevant factors including the client's needs and goals and the caregivers. This includes personality, skill level, reliability, past performance, availability, and geography.
    • Supervise the scheduling team and caregiver success managers in each business unit.
    • Work with corporate Talent Acquisition to recruit, interview, screen and hire new team members to meet the needs of the business.
    • Deliver a streamlined scheduling experience by developing business solutions tailored to the client and caregiver experience and optimized against business goals.
    • Ensure a high-quality experience for our caregiver employees by maintaining an exceptional level of customer service, support and training as needed, compliance requirements are met, and caregivers are fully utilized.
    • Maintain knowledge of current business priorities and market considerations within designated business unit and factor appropriately into scheduling decisions.
    • Prepare, troubleshoot, and resolve daily and future staffing and scheduling matters to maintain scheduling guidelines to maximize the delivery of safe, quality care.
    • Ensure retention metrics are met for caregiver success and retention.
    • Communicate scheduling issues to appropriate leadership.
    • Serve as a super user for scheduling software and assists unit staff as needed with software-based issues.
    • Ensure that client margins are within range and by reducing the use of bonus and overtime for caregivers.
    • Collaborate with Regional Client Solutions Managers to ensure a clear understanding of the case, keys for client satisfaction, and any changes in client condition.The Ideal CandidateThe ideal candidate will have experience managing diverse teams working complex shift patterns, where most individuals are hands-on hourly-paid team members. This is a role that will require exemplary strength in team leadership and people relations. You will ensure that we have the right talent and team culture in place on a local level.To be a good fit for this opportunity you will also have:
      • Bachelor's Degree or relevant professional experience. An MBA or other business or logistics-based degree would be a distinct advantage.
      • Five to ten years' experience in multi-unit operations, preferably (but not required) in health care, elder care, social work, or related industry. A background in logistics, hospitality or retail may also be a good fit.
      • Strong people management experience.
      • Excellent customer service and supervisory skills.
      • Computer proficiency and ability to document timely and accurate notes in systems related to client visits.
      • Current driver's license and proof of insurance.Additionally, you will have:
        • Experience standardizing processes, policies, and procedures.
        • Experience as a data-driven decision maker with strong business acumen and operations thinking.
        • Deep experience working with teams and programs with demonstrated success in improving business performance and efficiency.
        • Proactive problem solving and critical thinking skills that are adaptable across disciplines and subject matters.
        • The ability to manage across different skills, experience, and education levels.
        • A commitment to diversity, equity, and inclusion.
        • Excellent interpersonal and conflict resolution skills.
        • Excellent organizational skills and attention to detail.
        • Knowledge of and experience with business and/or customer relationship management software and various information systems. Proficient with Microsoft Office Suite, Google Suite, or related software.Leadership Competencies:
          • Strong leadership presence, influence, and managerial courage.
          • Emotional Intelligence - namely: self-aware, self-management, motivation, empathy, integrity, social skills, and well-placed boundaries.
          • Strong and meaningful relationship building skills and communication abilities.
          • The ability to navigate through various stressors and challenges.
          • Humility and authenticity.
          • Organizational agility and change management skills - innovative, responsive, and able to manage through ambiguity.
          • The ability to partner with others, creating trust, rapport, and respect.
          • Sense of community and compassion.
          • Flexibility, adaptability, and a "scrappy" mentality.You should also be willing and able to travel approximately 50% of the time throughout your assigned Region.Success FactorsTo excel in this role, you will need to be adaptable, flexible, and able to view the business from the big picture. At the same time, we are seeking a hands-on Senior Regional Operations Manager who is not afraid to get down into the weeds and works to understand every detail and nuance of the business - from recruiting and staffing to client care and sales.It is also important to be able to communicate and set objectives in the home care space, especially given the Caregiver shortage in focus. We are proud of our ego-less culture where we all work for the common good. At the end of the day, we are taking care of our senior community. To truly find success here you will need to be passionate about our cause and compassionate about the work we do every day.Why TheKeyAwards and AffiliationsTheKey is consistently recognized as a first-in-class service company. Here is a small sampling of a few of our many accolades:INC Hire Power Awards
            • The INC Hire Power Awards recognize companies with impressive job growth, contributing to our overall economy.Innovations in Healthcare? ABBY Awards
              • The Adaptive Business Leaders (ABL) Organization recognized TheKey as a semi-finalist for their innovative brain health program, the Cognitive Therapeutics Method---.Alzheimer's Association, Alzheimer's Workplace Alliance
                • As an AWA Corporate Champion, TheKey proudly educates, supports, and provides tools for staff, clients, and professional contacts as they learn about, research, and care for individuals affected by Alzheimer's Disease.EY Entrepreneur of the Year, Lily Sarafan
                  • Every year, the professional services firm, Ernst & Young recognizes top entrepreneurs who create services and products that help our economy and communities grow. TheKey's Executive Chair, Lily Sarafan, received the 2016 EY Entrepreneur Of The Year - Award in the Northern California region.Parkinson's Foundation
                    • People living with Parkinson's disease can now have the latest care recommendations incorporated into their personal care plans thanks to a partnership between TheKey, North America's leading provider of in-home care for seniors, and the Parkinson's Foundation. TheKey care teams, including the highly trained and credentialed experts who coordinate services for seniors and their families, can now incorporate the foundation's latest research into customized care plans for clients with Parkinson's.Career Growth PotentialHistory shows that if you invest in your role at TheKey, we will invest in your career. In this role, you will be able to display not only your leadership expertise, but also your team building skills and ability to deliver results - all characteristics we identify in potential candidates when advancement opportunities arise. In fact, given our robust growth, we hire with an eye to the future, looking for people with career runway and a desire to grow their careers.Our People and CultureOur services are distinguished by the caliber of our Caregivers, the responsiveness of our staff, and our expertise in home care. Our team members embrace a positive, balanced approach to aging centered on the evolving needs of older adults. We are focused on being the premier partner of choice for families seeking personalized, dignified care for their aging loved ones. We champion the well-being of our clients, deliver peace of mind to their families, and instill pride of purpose in our care teams, every day.Base Salary: $94,700 -$118,300 - $142,000 / Annual plus 20% bonus potential.We provide a competitive salary and bonus incentive program, as well as a comprehensive package of benefits including medical and dental insurance, EAP, corporate discounts and more. Furthermore, you will enjoy the open environment that TheKey is cultivating so that you can bring your whole self to work.TheKey is an equal opportunity employer. TheKey prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, age, national origin, disability status, protected veteran status, or any other characteristic protected by law.We will ensure that individuals with disabilities are provided with reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
                      Benefits for full time employees
                      • Medical/Dental/Vision Insurance
                      • Life Insurance
                      • Health Savings Account
                      • Flexible Spending Account
                      • 401(k) Matching
                      • Employee Assistance Program
                      • Flexible PTO Plan
                      • Pet InsuranceTheKey is an equal opportunity employer. TheKey prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, age, national origin, disability status, protected veteran status, or any other characteristic protected by law.
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Keywords: The Key, Walnut Creek , Senior Regional Operations Manger, Other , Walnut Creek, California