Description ROLE AND RESPONSIBILITIES • Builds a high-performing team of professionals ranging from experienced to entry-level. • Partners with the Business Development team to serve as the “face” of the brand in the marketplace, meeting with influential members of the community such as trust officers, wealth advisors, elder law attorneys, and insurance companies. • Assists the sales team with high level meetings and pitches to senior living communities and other corporate partnerships and relationships. • Provide managerial oversight for all administrative/back-end operational functions of the branch, including scheduling, care provider recruiting, client grievance procedures, regulatory compliance, AR coordination, and billing/payroll. • Handle escalated client complaints while ensuring that the grievance procedure is efficient and thorough. • Build a high performing scheduling team that can communicate effectively with both clients and caregivers. • Partner with Recruiter to develop effective strategy to recruit high performing care providers to deliver a premier client experience aligned with Family Tree’s expectations. • Ensure that schedulers are effectively assisting the Case Manager/Nurse Case Manager team with any routine caregiving/nursing tasks and responsibilities, including corresponding with the clients on scheduling needs and concerns to ensure a consistent schedule and satisfactory service. • Collaborate with regulatory consultant bi-annual QAPI process on a quarterly basis as established. • Partner with Operations Specialist and Accounting team with regard to collections. Accounting is the first line of defense for collections and helps drive accountability for collections, and the Market Director is responsible for and has authority over collections. • Responsible for ensuring accurate billing and payroll adherence to internal processes and deadlines. • Execute corporately directed processes and procedures and track/monitor various quality metrics (e.g. client complaints, hospitalizations, discharges) and provide quarterly report-outs. • Perform other reasonably related duties or cross-cover as needed or as assigned by the immediate supervisor/management level personnel. • Responsible for being an ambassador for the Organization within the community for the purpose of growth • Perform other reasonably related duties or cross-cover as needed or as assigned by the immediate supervisor/management level personnel. ADDITIONAL SKILLS • Eager to deliver exceptional care to clients and willing to go above and beyond to satisfy clients and care providers • Positive team player who can collaborate well with all staff and hold team accountable. • Adaptable and flexible in handling urgent scheduling requests and needs (e.g., client issues that arise at any moment). • Excellent communication and interpersonal skills. • Ability to handle stress well. • Ability to successfully manage a team and drive results. • Passion for taking care of older adults and persons with disabilities. • Respectful and professional. • Organized and detail oriented. • Can manage time well and work efficiently. • Able to coach and support team members in meeting organizational goalS Requirements QUALIFICATIONS AND EDUCATION REQUIREMENTS • High school diploma required. Bachelor's degree preferred. • 3+ years of experience in a Leadership role with proven results • Employee management experience preferred, but not required • Strong candidates have experience working in the home care industry (or related industry – hospice, home health, hospital, etc.) OTHER REQUIREMENTS • Ability to drive when required in accordance with company policy. • Prolonged periods of sitting at a desk and working on a computer