The Opportunity: The Service Supervisor is responsible for the general management of local operations including case management, revenue growth, scheduling, and on-site employee onboarding. The goal of the Service Supervisor is to monitor the quality of all services provided by remote staff to ensure compliance and client satisfaction, while ensuring adequate staff education, training, and evaluation. The Service Supervisor is continually creating and maintaining a person-centered business culture that delivers quality, continuous improvement, employee and caregiver engagement, and high performance. This position will report directly to the Zone Operations Manager and will supervise field staff, including Caregivers.

Responsibilities and Duties:

Client Relationship:

• Provides and manages superior customer service and quality home care
• Builds lasting relationships with clients, referral sources, payors, and community organizations
• Acts as the main point of contact for all client-related needs, including assistance with questions and concerns regarding the field staff.
• Maintains interdepartmental workflow by providing pertinent information and cooperation with other office staff

Scheduling:

• Effectively communicates and manages the coordination of all schedule changes for caregivers and clients
• Manages your caseload while proactively growing it
• Develops strong, communicative relationships with the team
• Maintain effective fiscal management of your caseload by monitoring metrics (admissions, gross margin, overtime, unfilled hours, etc.)
• Work ClearCare Maintenance in Real Time
• Compares Sandata to ClearCare to ensure consistency with schedules
• Effectively communicates all schedule changes to caregivers, clients, and daytime scheduling department
• Properly documents client information in internal scheduling software
• Completes appropriate eligibility checks for all contracted clients

Supervision of Field Staff:

• Hires and trains qualified candidates for entry-level roles
• Oversees the day-to-day workflow of the branch
• Conduct performance evaluations that are timely and constructive, providing recommendations for promotion and pay adjustment as appropriate
• Supervises and directs Caregivers in assigned coverage area
• Handles discipline and termination of employees in accordance with company policy
• Determines ongoing training needs for Caregivers; coordinate with Quality Assurance Team and Operations Managers
• Creates a coaching culture by motivating Caregivers to succeed and improve
• Any other tasks or duties as assigned

Skills and Qualifications

• Entrepreneurial Spirit: Ambition to grow and advance by building profitable case-load
• High School or GED equivalent required
• Preferred additional education, such as a diploma from an accredited vocational school or college
• Prior knowledge/experience with non-skilled home care staffing preferred
• Prior supervisory experience a plus
• Demonstrated record of successfully taking on increased responsibility (goal achievement)
• Strong computer skills required
• Experience with home care-related software: ClearCare preferred
• Excellent interpersonal, organizational, and communication skills
• Ability to address, resolve, and/or document caller issues and concerns
• Ability to communicate with empathy, respect, and a positive tone of voice
• Excellent time-management, problem-prevention, and problem-solving skills
• Ability to maintain confidentiality of sensitive information
• Ability to switch between multiple computer programs/software
• Ability to accurately enter and maintain data via a computer terminal
• Ability to take detailed phone messages and keep accurate records
• Ability to travel between facilities occasionally
• Ability to work independently in an office setting with little oversight
• Must have reliable transportation, valid driver's license, and state-required insurance.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer
• Must be willing to travel to various site locations, if needed
• Must be able to lift 15 pounds at times
• Willingness to rotate on-call weekend schedule