The posting
The Territory Care Manager will be responsible for the ongoing operations and overall revenue growth within their territory while maintaining superior service quality. They will accomplish this by generating leads, performing assessments, blueprint marketing, and developing and managing a high-performing team. They will maintain flexibility to support their territory’s care team as needed, including urgent and client needs that may occur outside of normal business hours.
When not engaged in field support duties, the Territory Care Manager is required to be present in the West Valley office during normal business hours.
Primary Responsibilities
Care Delivery Management
o Drive billable hours through management of day-to-day operations and providing daily support and leadership to territory’s care teams.
o Ensure superior quality of care delivery by managing territory’s Care Coordinator, Field Support Caregivers and Scheduling Coordinator for high client satisfaction and retention.
o Coach and provide leadership for territory’s care team striving for success and perform corrective action as needed.
o Collaborate with Care Coordinator and Scheduling Coordinators on the scheduling process to ensure superior care delivery for our clients.
o Maintain availability to respond to territory’s care team as concerns regarding caregivers and clients arise.
o Ensure quality of care by overseeing caregiver team development for high caregiver retention.
o Collaborate with Regional Management on HR and training support to ensure the highest level of Caregiver team quality.
o Facilitate daily stand-up meetings to align the team on schedules, updates, and urgent issues.
o Oversee client billing concerns in Correlation with Care Coordinators.
o Collaborate with Care Coordinator on territory’s recruitment needs and communicate them to regional recruitment staff
o Provide cross-functional support by assisting with scheduling, care coordination, and field operations as needed.
o Report territory improvement areas regarding bi-weekly KPIs to Regional Management.
o Ensure accurate and compliant documentation of all caregiver and client interactions within company systems
o Ensure after-hours on-call functions are operating effectively.
Sales and Marketing
o Perform client assessments and communicate with Care Coordinator, Scheduling Coordinators to ensure clients’ care starts in a timely manner and in accordance with the Start of Care Standard Operating Procedures.
o Develop and manage new lead sources via blueprint marketing and sales strategies.
o Identify all local influence centers (hospitals, nursing homes, assisted living and independent living facilities, doctors’ offices, and other health care providers) within territory to determine lead sources, and generate leads.
o Personally visit and arrange meetings with people responsible for or in a position to refer clients, including but not limited to private, public, and non-profit organizations.
o Maintain and Manage a Customer Relationship Management (CRM) system in Coordination with Regional Home Care Specialist and Regional Data Entry Specialist.
Competencies
o Demonstrate proficiency in Microsoft Outlook, Microsoft Word, and Microsoft Excel
o Strong verbal and written communication skills
o Proven ability to learn and adapt to new software programs and evolving processes.
o Exceptional organizational skills, attention to detail, and the ability to prioritize tasks in a dynamic work environment
o Excellent phone etiquette and effective follow-up skills with client prospects and key referral sources.
o Demonstrate leadership in proactive problem-solving, prevention, and resolution.
o Ability to work independently while contributing effectively as part of a collaborative team.
o Commitment to treating clients, colleagues, and referral sources with dignity and respect.
o Ability to grow and develop a team by providing coaching and mentorship as
needed.
Qualifications
o Valid Driver’s License and proof of Auto Insurance with no serious driving violations.
o Bachelor’s degree in a related field or a minimum of 3 years of relevant experience highly preferred.
o Pass a Criminal Background Check
Physical Demands and Work Environment
This job operates as a combination of office and field-based responsibilities. The role requires periods of sitting at a desk as well as frequent travel to client homes, healthcare facilities, and community locations. The employee must be able to safely operate a motor vehicle and occasionally lift or carry up to 25 pounds, including materials used for assessments, presentations, and marketing. Work environments will range from an office setting to client residences and public venues, requiring the ability to adapt to varied conditions.
Other Duties
Please note that this job description is not designed to cover and contain a comprehensive listing of activities, duties, or responsibilities. Duties and responsibilities may change at any time with or without notice.
