Job Summary:
The Home Care Operations Support Lead will oversee the daily operations of Graceful Aging Home Care (GAHC), ensuring the delivery of high-quality client care, efficient management of staff, compliance with regulatory standards, and smooth corporate operations. This role requires a combination of operational leadership, strategic management, and hands-on involvement in maintaining excellent service standards for clients and staff alike.

Key Responsibilities:

1. Operations Management:

• Oversee the daily operations of Graceful Aging Home Care, ensuring business processes are executed efficiently and effectively.
• Ensure all activities align with GAHC’s policies, procedures, and business objectives.
• Monitor key performance indicators (KPIs) to assess operational success and recommend improvements.

2. Staff Management:

• Supervise, train, and evaluate caregiving staff and direct reports.
• Manage staff schedules, workforce allocation, and handle performance management processes.
• Ensure that staff are well-prepared for their roles by providing necessary training and ongoing support.
• Conduct regular one-on-one meetings with direct reports, ensuring documentation is uploaded into the company’s AxisCare system immediately after.
• Ensure smooth recruitment and onboarding processes for new caregivers.

3. Client Care:

• Maintain high standards for the care and support provided to clients.
• Address client concerns, ensuring that their needs are promptly met and resolve any service issues.
• Work in collaboration with healthcare professionals and other stakeholders to provide holistic care for clients.
• Ensure that clients and their families are kept informed regarding caregivers and changes to care schedules.

4. Quality Assurance:

• Implement and uphold quality control measures to ensure service delivery meets or exceeds GAHC standards and industry regulations.
• Regularly audit client care and operational processes to ensure compliance and effectiveness.
• Address any service deficiencies or compliance issues promptly and ensure corrective actions are taken.

5. Compliance:

• Ensure the company adheres to federal, state, and local regulations related to home care services.
• Stay updated on changes to regulations and ensure all relevant licenses, certifications, and documentation are in place and maintained.
• Conduct regular reviews and audits to ensure continued compliance with regulatory requirements.

6. Business Development:

• Develop and nurture relationships with current and prospective clients, referral sources, and internal stakeholders.
• Promote GAHC’s services to grow the client base, improve retention, and foster positive business relationships.
• Collaborate with management to identify new opportunities for business growth and operational improvements.

7. Communication:

• Maintain clear and effective communication with all members of the GAHC team, including management, caregivers, clients, and families.
• Communicate with staff regarding mandatory meetings, company events, and other essential matters.
• Ensure that all staff and client-related communications are timely, professional, and documented in the AxisCare system.
• Respond to inquiries and concerns promptly to maintain strong relationships with clients and employees.

8. Problem Solving:

• Identify operational challenges or service issues and address them in a timely and efficient manner.
• Collaborate with team members and management to find solutions to complex operational issues, ensuring minimal disruption to client care.
• Evaluate and adjust operations to ensure continued smooth and efficient business functioning.

9. Transportation and Logistics:

• Arrange and coordinate transportation for clients to appointments or outings as required.
• Ensure that caregivers have the necessary tools and equipment to provide transportation for clients.
• Verify that caregivers’ driving licenses, insurance, and driving records are up to date and maintained in Human Resources records.
• Monitor caregiver travel schedules and ensure mileage input is accurate, making necessary adjustments when required.

10. Data Analysis:

• Analyze operational data regularly to identify areas for improvement and develop strategies to enhance service delivery.
• Use data to inform decision-making, streamline operations, and improve client care outcomes.
• Prepare reports for upper management detailing performance, quality metrics, and areas for operational enhancement.

11. Miscellaneous:

• Complete all other tasks, paperwork, or projects assigned by upper management.
• Delegate responsibilities as appropriate, ensuring that tasks are aligned with the job descriptions of those receiving the assignments.
• Assist in other operational duties as needed to maintain efficiency and productivity within the company.

Qualifications:

• Bachelor’s degree in healthcare management, business administration, or related field (preferred).
• Minimum of 3-5 years of experience in operations management or a similar role in the home care or healthcare industry.
• Strong leadership, communication, and interpersonal skills.
• In-depth knowledge of home care operations, federal and state regulations, and healthcare compliance.
• Proficiency in using care management systems such as AxisCare (preferred).
• Ability to analyze data and implement improvements in service delivery.
• Strong organizational and time management skills with the ability to multitask.
• Valid driver’s license and reliable transportation (required for transportation-related duties).

Physical Requirements:

• Ability to sit, stand, and walk for extended periods.
• Ability to lift up to 25 pounds as needed for office tasks.
• Regular travel within the service area for client visits and other job-related duties.

GENERAL EXPECTATIONS:

1. Be committed to the mission and vision of Graceful Aging Home Care, LLC.

2. Behave in a professional manner and consistently demonstrate and promote the values of respect, honesty, and dignity for the clients, families, and all members of the team.

3. Committed to the constant pursuit of excellence and teamwork in improving the care of the clients in the care of Graceful Aging Home Care, LLC.

4. Be punctual for scheduled work and use time appropriately.

5. Perform duties in a conscientious, cooperative manner.

6. Perform the required amount of work in a timely fashion with minimum errors.

7. Be neat and maintain a professional appearance.

8. Maintain confidentiality and protect the organization by abiding by laws and principles related to confidentiality; keep information concerning clients and employees’ information confidential.

9. This position requires compliance with GAHC compliance standards, including its standards of conduct and policies and procedures. Such compliance will be an element considered as part of the In-Home Care Operations Manager’s regular performance evaluation.

PHYSICAL REQUIREMENTS:

The physical requirements described here are representative of those that must be met by the incumbent to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, stand and drive for prolonged periods of time. Communication through talk, text and email. The employee is often required to use their hands to operate a standard computer keyboard. The employee may occasionally lift and/or move up to 50 pounds when caring for a client. Vision requirements include: close vision, distant vision, depth perception, and the ability to adjust focus. Ability to read multiple handwritings.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those the incumbent encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Work is performed in both a professional office environment and the personal homes of individual clients. This position is fast-paced and occasionally has short deadlines.

EXPERIENCE AND SKILL REQUIREMENTS:

• At least five years of experience working as a Home Care Agency Supervisor/Manager
• Strong understanding of tax procedures, labor laws, and employee benefits laws
• Types 60+ words per minute accurately.
• Computer knowledge including Word, Excel and PowerPoint; database and desktop publishing software desired.
• Good organizational skills.
• Ability to handle multiple priorities while remaining calm and professional.
• Ability to work with many diverse people.
• Effective telephone skills and positive customer service.
• Strong level of confidentiality due to the sensitivity of materials and information handled.
• Must be able to make suggestions on workflow or system efficiency and effectiveness.
• Ability to follow through with projects assigned.
• Ability to work independently and be self-directed.
• Flexibility and ability to multi-task.

EDUCATION REQUIREMENTS:

• Bachelor’s degree in healthcare management, business administration, psychology or a related field preferred, but not required. High school diploma or equivalent accepted with 5-7 years minimum experience.