Title: Director Operations Support-HomeCare
Job Category: Operations Management
Line of Business: Support Center Services
About this Career Opportunity:
The Director, Operations Support partners with operations to ensure quality and integrity in services and stability and process efficiency in operations in their assigned region. The Director, Operations Support will, in conjunction with operations leaders, develop, implement and monitor improvement plans related to quality audits, external survey and accreditation results and ensure compliance with State, Federal and company requirements. They will provide support to drive improvements in the quality of service delivery and customer satisfaction. The Director, Ops Support provides assistance and direction for field operations in implementing, maintaining and improving service delivery processes.
Analyzes available reporting and other information to identify areas in need of improvement. Works with regional operations leadership to identify priorities, determine operational needs and recommend actions to drive improvement
Assist in the Development, Implementation and Monitoring of Corrective Action and Prevention Plans.
Travels to locations within area of responsibility to evaluate process, delivery of care and provide education and ensure that plans of actions and processes are implemented following Quality Reviews and pre/post survey reviews from accreditation, state and funding sources.
Provide detailed report of operational support provided within 2 working days; communicates pertinent visit findings to location leadership and upline management
Communicates with the Compliance department any reportable findings or issues identified during the site visits that could potentially put the Company at risk
Provides expertise regarding policy interpretation, process improvement and follow-up actions required
Use data from additional sources such as audits, Critical Incidents, Satisfaction Surveys, and regulatory reviews to guide development or revision to quality improvement goals and objectives
Reinforce the consistent utilization of the company's Risk management systems to maximize the safety and security of employees and those receiving services
Work with operations to ensure that Critical Incident Reports are submitted according to company policy and follow-up is completed in a timely fashion
Provides follow up on Critical Incidents to ensure that final outcomes are properly documented in the CIR database and Root Cause analysis is completed as needed
Possess expert knowledge related to accreditation standards and review processes, providing technical assistance/consultation to those operations seeking accreditation including assisting operations with maintaining ongoing documentation in preparation of accreditation.
Support Implementation of consistent processes for site/record reviews and quality improvement efforts
Support newly-acquired and start-up operations to fully implement company systems
Support operations to follow procedures for measuring customer satisfaction in accordance with company guidelines.
Keeps abreast of all company policies/procedures; local/state/federal laws/regulations and applicable accreditation standards.
Serves as a liaison between field locations and support center for recommendations in revisions or modifications of company policies as identified.
Provides education on Company policy, operational process and procedure. Ensures that all staff understands their responsibility with regard to the improvement plan.
Accountable to proactively identify issues and request assistance up-line as indicated
Researches, plans, organizes, develops and conducts training programs as needed
Attends courses/seminars/workshops, reviews industry publications. Keeps abreast of relevant technology.
Participates in special projects and other duties as assigned.
Bachelor's degree in human services, education, social work, or other health-related field or professional licensure (e.g., nurse, therapist, etc)
Knowledge of quality assurance concepts, systems, and methods for implementing improvement activities.
Experience in quality assurance (including conducting audits and the development of corrective action plans), training and development, project management, continuous quality improvement.
8 years or related quality or operations experience including at least 3 of which is in a management or supervisory capacity in a related field
Strong knowledge of related operations and regulations required
Understanding of accreditation standards/processes preferred
Knowledge, Skills, Abilities
Must be able to work independently
Requires excellent written and oral communication skills
Strong education and presentation skills required
Proven ability to manage multiple priorities
Working knowledge of regulatory requirements for assigned line of business
Must be willing to work flexible hours and generally travel 75% of the time
Intermittently up to 100% travel may be required based on the requirements of the business
Reviews will be completed in the operations to include residential homes, day programs, host/foster family homes, client homes and offices
Remote work such as developing reports and preparation can be completed at home offices
ResCare offers a comprehensive benefits package to full-time employees including medical, dental, vision, paid time off, disability, life, and tuition reimbursement. All employees age 21 and older are eligible to participate in the 401(k) retirement savings plan.
ResCare also offers a PayOUT program that allows employees to set their own pay day. Click here to learn more about this program.
About Our Company
Join us in transforming peoples' lives and their communities! ResCare is a one-of-a-kind human services company offering services for people with intellectual and developmental disabilities, home care for seniors, as well as education, vocational training, and job placement for people of all ages and skill levels. Right now, we have an exciting opportunity for you to join our team as a Director Operations Support-HomeCare.
About this Line of Business
As one of the industry's largest providers, HomeCare services offers care for more than 20,000 individuals across the country. We deliver quality, compassionate and highly individualized in-home care and support that helps seniors stay at home - all while maximizing their dignity, privacy and independence. Whether our clients are recovering from illness, injury or surgery, living with a chronic disability or dealing with the natural process of aging, our services are tailored to meet the individual needs of people of all ages, physical conditions and cognitive abilities.
HomeCare services include personal care and homemaking programs, professional nursing, geriatric care management, Alzheimer's/dementia care, respite care and other programs, as well as differentiated offerings in home monitoring with Rest Assured Telecare that help reduce hospital visits and keep people in their homes longer.
ResCare is an Equal Opportunity Employer. ResCare does not discriminate against any person on the basis of gender, race, color, national origin, religion, disability, age, veteran status, gender identity or sexual orientation in admission, treatment, or participation in its programs, services and activities, or in employment, or on the basis of gender in its health programs and activities.
805 N WHITTINGTON PKWY FL 2-4, LOUISVILLE, KY 40222 USA