Help Desk Manager jobs in Lakewood, OH

Title: Branch Manager 

Function or Dept.: Operations 

Location: Cleveland, OH, USA

Reports to: Area Leader  

FLSA Classification: Exempt 

Reporting to the Area Leader, the Branch Manager will work to support the growth strategy and deliver at an operational level with end-to-end ownership of the branch financial and operational objectives.  This role will deliver high quality service in a compliant environment with a focus on growth and service delivery excellence in their designated geographic area. The role will also work across the matrix functions of the Field Support Center (corporate) to ensure a reliable and consistent operating environment.  

Responsibilities:  

• Support company and geographic growth targets  

• Work with the Area Leadership to create a 1-year business plan for the branch, including:  

‒ Budget and operational targets  

‒ Specific actions to execute growth objectives  

• Develop and maintain local referral source relationships  

• Ensure client and caregiver onboarding targets and needs are achieved  

• Support (and at times, conduct) client onboarding  

• Ensure high standards for client satisfaction and retention  

• Ensure compliance with Local, State, Federal and Company regulations, policies, and procedures  

• Build and maintain culture of quality  

• Manage team to deliver quality care that adheres to policies and procedures  

• Ensure client and employee file compliance  

• Maintain accurate incident records and implement actions to resolve issues  

• Collaborate with Q&C Lead, Clinical Managers, and Quality Assurance Nurses for audits  

• Maintain operational excellence 

• Own branch KPIs and support Area leadership to develop internal reporting packages 

• Review KPIs daily, weekly & monthly with Area Leadership and identify actions to improve performance 

• Monitor and make necessary improvements to revenue and utilization 

• Manage branch operating expenses to budget, including approval of payroll, PTO, and overtime 

• Supervise and delegate duties and establish proper accountability for staff members 

• Liaise with local contracting entity for contract services and operations 

• Process authorizations to ensure updated information is documented on client files 

• Review and approve client caregiver assignment to ensure client needs and caregiver availability and preferences are achieved 

• Ensure outstanding client service delivery 

• Resolve issues reported from Care Coordinators and clients, and report to the Director of Market Ops as required 

• Escalate business issues, whether operational or financial (revenue, collections, etc.) 

• Team Leadership 

• Lead a team of Care Supervisors, Caregivers, Branch Administrative staff  

• Forecast staffing needs and develop a recruitment and staffing plan 

• Oversee recruitment, screening, and selection to meet needs 

• Approve new hires and ensure quality training 

• Conduct performance reviews for direct reports and manage local recognition program 

• Coach and mentor team, including direct responsibility for employee improvement, satisfaction, and retention 

• Office Management & Business Improvement 

• Arbitrate grievances reported from field or administrative staff 

• Coordinate with Dir of Market Ops on the purchase, maintenance, and repair of the facility 

• Collaborate with support functions (compliance, legal, HR, finance, marketing) as needed in support of effective field operations 

• Develop and implement best-in-class processes in branch, sharing innovative practices across branches 

• Champion organizational change and improvement initiatives 

Required Skills/Abilities 

• Business Growth 

• 3 years of team leadership or supervisory experience 

• Experience supporting senior management in achieving growth objectives 

• Adaptive to change and emotionally intelligent 

• Team player with ability to work Independently 

• Process improvement experience supporting the development, review, and revision of processes and policies as needed 

• People Development 

• Motivated to make a difference in other people's lives 

• Ability to collaborate, inspire, and hold others accountable 

• Desire and aptitude for coaching, feedback, and reinforcement 

• Ability to support behavior change and culture-building 

• Management 

• Exhibition of the highest ethical standards while demonstrating accountability & ownership 

• Strong organizational skills, attention to detail, ability to prioritize and meet deadlines in fast paced environment 

• Professional oral and written communication skills 

• Strong problem solving and conflict resolution skills 

• Proficient Computer Skills, including Microsoft Word, Excel, PowerPoint 

Education and Experience 

• Bachelor’s degree in business or related field 

• Experience in homecare, healthcare, healthcare services 

Performance Measures 

• Revenue, Hours Served, Utilization 

• Client Census Growth & Retention 

• Referral Source Market Share 

• Caregiver Growth & Retention 

• Caregiver & Client Compliance 

• Team Engagement & Development 

• Audit Compliance 

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.

Help At Home is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, or religion or other legally protected status.