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
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