Job Description

Operations Manager

Tampa, FL 33607

Extended Family is a premier, fast-growing private duty (non-skilled) home health care agency. The agency is based out of Tampa with a current service area that spans from North Tampa to Naples.  This position is a full-time Operations Manager role that would involve HR duties including recruiting caregivers, interviewing applicants, pre-screening candidates, pre-onboarding new hires, holding caregiver orientations, as well as Operations duties involving scheduling caregivers (assigning them to shifts with our clients), checking in with clients regarding their services, assisting with answering phones during normal business hours, and being a part of the on-call rotation during after-hours and weekends. The position will report to the agency’s Controller and will also work closely with the Senior Care Coordinator to stay aligned regarding the agency’s staffing levels, client needs, and weekly KPI targets. A key aspect of this position will be to ensure a continuous hiring pipeline to build the agency’s staffing capacity for continued business growth.

 

·       Full-time position with hybrid office/remote schedule.  After training, it will be 3 days/week in the office.

·       The position must be available during office hours, Monday through Friday 9a-5p, to assist caregivers and clients as needed.  Rotating on-call duties outside of office hours (nights and weekends). 

·       Coordinates and oversees direct client services provided by agency personnel.

·       Assists with answering phone during office hours and takes messages/referrals as needed. 

·       Monitors the client/caregiver weekly schedules. 

·       Supervises caregivers regarding punctuality, reliability, assignments, and related matters. 

·       Acts as a liaison between clients, caregivers and office team and reports important information immediately.

·       Is able to efficiently handle complaints/issues from caregivers and clients – must have patience, professionalism, and the ability to de-escalate situations.

·       Reviews available client information to determine private duty needs and assigns appropriate caregivers. 

·       Builds strong client and caregiver relationships and ensures that clients and caregivers feel heard and valued.

·       Assists Administration in evaluating and terminating caregivers as appropriate. 

·       Provides guidance and counseling to caregivers to assist them in continually improving all aspects of private duty delivery of services. 

·       Properly documents client and caregiver activity in Wellsky Personal Care CRM to stay in compliance with state laws.

·       Ensures compliance with state laws regarding required credentials and certifications of caregivers.

·       Partners with the Agency’s Administrative staff for scheduling and completing caregiver orientations.

 

·       Excellent relationship building & communication skills.

·       Experience utilizing Wellsky Personal Care CRM is a must!

·       Ability to adapt to change and utilize multi-tasking skills.

·       Demonstrate an ability to work in an interdisciplinary team.

·       Demonstrate a willingness to work with clients/families regardless of race, color, creed, age, or sexual orientation. Must show respect for their beliefs and philosophy with an attitude of openness and receptiveness.

·       Self-directed with the ability to work with little supervision.

·       Flexible and cooperative in fulfilling obligations (including on-call rotation). 

·       Must be proficient with Microsoft Office. 

·       Ability to handle high stress situations when issues/conflicts arise with caregivers and/or clients.  Must always maintain composure and professionalism.

 

·       Certifications and Licensures: State of Florida Driver's License (Required).

·       Education: Bachelors Degree in Business Administration or HR (Preferred).

·       Two years of industry experience in private duty home care operations and care coordination.

·       Two years of HR experience in recruiting, interviewing, and onboarding caregivers.

Job Type & Schedule: Full-time, Monday to Friday 9:00am – 5:00pm (Hybrid office schedule) with rotating on-call duties outside of normal business hours.

 

·       $70,000 Base Annual Salary.

·       Quarterly bonuses based on company performance (2.5% of Salary Quarterly Potential)

·       Eligible for benefits (Health, Dental, Vision) 30 days after hire.

·       Eligible to participate in 401(k) Plan 30 days after hire.

·       Paid time off - 15 days annually.