Care Services Manager

Family Tree Private Care is a leading and trusted provider of concierge-level advisory services to older adults, those living with disabilities and their families. Family Tree Private Care is an ideal fit if you are looking for a fulfilling opportunity, passionate teammates, and a growing company to help support your career.

The Company is based in Texas and is an award-winning healthcare services company that is ranked on the INC 5000 list of America's Fastest Growing Companies. The parent company has grown organically and through acquisition to become one of the fastest growing healthcare services operators in the region.

Despite our growth, we remain most proud of two things: Our premier reputation in the communities we serve and our culture of developing and promoting future leaders from within the company.

ROLE AND RESPONSIBILITIES

• Provides regional oversight for the full schedule to ensure care providers and clients are the “right fit” by strategically matching the needs of the client with the skills and attributes of the care provider. 
• Provides daily leadership, support, training, and guidance to scheduers.
• Oversees new client’s start of care by creating consistency in handoff from intake by strategizing and relaying staffing ideas to case management team, to execute scheduling.
• Ensures top customer service and high attention to detail for each client, especially surrounding our referrals from community partners.  
• Ensures the regional scheduling team secures open shifts timely, efficiently and effectively while providing an elevated level of customer service to all care providers. 
• Oversees the quality of scheduled care for current clients is maintained when care plan updates or scheduling changes are needed. 
• Ensures care providers are communicated with plan of care updates. 
• Partners with the regional recruiting team to ensure care provider pool is adequate to meet needs of service demands; may assist with care provider interviews and new provider decision day. 
• Meets with new care providers during decision day and ensures each care provider is scheduled for a shift(s) prior to leaving decision day. 
• Ensures that care providers work a minimum 1-4 shifts per month to maintain an active status. 
• Ensures that care providers work a minimum 2 weekend shifts per month. 
• Ensures non-billed overtime is used as a precious commodity and overtime approvals are granted by the RVP or designee prior to filling a shift with non-billed overtime. 
• Submits requests to RVP or designee for shift differentials, bonuses, and for pay over 48% billing rate. 
• Ensures the scheduling team accurately updates, tags, and maintains information related to scheduling as communicated by clients, care providers, and office staff in Wellsky/Alayacare. 
• Ensures after hours scheduling team utilizes the after hours tracker to document and communicate scheduling changes and updates. 
• Identifies, monitors and reports trends in data related to scheduling (lost hours, call outs, NCNS, service failures, hospitalizations, inability to staff, etc.)
• Develops and maintains lasting relationships with clients and care providers to meet or exceed Home Care Pulse satisfaction benchmarks for both client and care provider. 
• Facilitates and documents caregiver disciplinary issues as reported by regional team or clients to ensure effective and ongoing performance management.
• Ensures the accountability for care providers related to timeliness, professionalism, dress, conduct, performance, and other responsibilities.
• Provides coaching and mentoring to care providers related to job performance and documents discussions in Wellsky/Alayacare/Paylocity. 
• Assigns and maintains scheduler case assignments to ensure optimal productivity (variable position metrics).
• Particpates in L10 meetings, case coordination, internal networking group, and other assigned meetings. 
• Holds weekly team meetings and bi-weekly individual 1-1 meetings. 
• Establishes consistency of best practices with scheduling team and provides ongoing training to new and existing schedulers utilizing the scheduling Playbook.
• Ensures that scheduling team provides care providers with support and mentorship, empathizing with their personal and professional struggles and needs, as well as showing recognition and appreciation. 
• Manages the afterhours on-call scheduling and administrator on-call calendar and provides training and support to afterhours team. 
• Ensures the daily finalization/verification of care provider shifts and care logs to ensure accurate and timely payroll and billing. 
• Promptly responds and closes the loop to all communication from clients, care providers, and regional team within 24 business hours. 
• Partners with administrator on-call for scheduling and communication with all parties. 
• Represents the company in a positive manner through courteous, polite, and empathetic handling of calls/emails. 
• Performs other reasonably related duties or cross-cover as assigned. 

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• High school diploma required, bachelor’s degree preferred
• 3-5 years of experience in office coordination or related experience preferred.
• 3-5 years of management/leadership experience preferred.
• Strong candidates have experience working in the home care industry (or related industry – hospice, home health, hospital, etc.)

ADDITIONAL SKILLS

• Hungry, Humble, Smart.
• Embraces and exhibits the vision, mission, and core values of Family Tree Private Care.
• Eager to deliver exceptional care to clients and willing to go above and beyond to satisfy clients and care providers.
• Treats all clients, co-workers, and care providers with courtesy, respect, and consideration.
• Fluent in basic Microsoft Office 365 functions (Outlook Calendar, Word, Excel, PowerPoint)
• Bilingual in Spanish (preferred).
• Strong organizational and communication skills.
• Positive team player who can collaborate and partner with regional team.
• Passion for taking care of older adults and persons with disabilities.
• Perform all job duties with a friendly, positive team-oriented attitude.
• Adaptable and flexible in handling urgent scheduling needs and requests.
• Available to assist and resolve issues after hours and weekends as required.
• Able to handle stress well.
• Able to instill positive work culture in care providers.
• Protects integrity of organization, clients and co-workers, by maintaining confidentiality of all clients and business information.

OTHER REQUIREMENTS

• Ability to drive when required throughout region.
• Prolonged periods of sitting at a desk and working on a computer.
• Maintain current driving license and vehicle insurance.
• Favorable background check.