Field Operations Supervisor
Right At Home - prosper, TX
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JOB SUMMARY: This role is focused on providing essential support through various administrative tasks, customer service, and coordination efforts, ensuring smooth service deliveries and team operations. Responsible for the overall performance of the assigned field caregivers. Performs quality assurance/supervisory client visits, reviews care logs for accuracy, in field caregiver training, caregiver skills/experience check list, warm welcomes, and other field duties as needed. Completes appropriate documentation entry and updates care plans as needed in Wellsky. This position description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications which may be required of the employee assigned to the position. Job duties may vary. Receipt of the job description does not imply nor create a promise of employment, nor an employment contract of any kind; employment with the Right at Home is at will. Job Areas Included: 1. Employment Requirements 2. Essential Functions 3. Organizational protocols and Deliverables 4. Knowledge, Skills, Abilities, and Other Characteristic 5. Education & Qualifications 6. Safety 7. Physical Requirements 8. Confidentiality 9. Acknowledgements 1. Employment Requirements Complete an Application for Employment Consent to Criminal Back-Ground Check Consent to Drug Testing Consent to Reference Checks Complete Competency Evaluation and take Exam DMV check if transporting clients 2. Essential Functions Field Operations - Relations Ensures high standards of care are maintained for all clients. Develops a working professional relationship with all caregivers, clients and office staff. Develop and maintain strong relationships with current clients and their families, providing regular visits to their homes to assess their well-being and address any issues or improvements needed. Provide exceptional customer service, promptly addressing any concerns or inquiries, staying informed about clients' evolving health conditions and needs, ensuring the delivery of appropriate care. Works in the field with clients and caregivers and performs client introductions with warm welcomes Field Operations - Supervisory functions Assists Office Manager and Director of Operations to resolve any administrative problems and keeps lines of communication open with staff to ensure high employee morale and a professional, healthy atmosphere. Communicates effectively 1:1 and in group settings. Communicate effectively with staff in all services on a regular basis, ensuring good communication developing. Communicates to Administrator-On-Call, for consultative problem solving in time frame appropriate for situation. Forwards communications regarding client complaints and risk situations to Office Manager Immediately. Forwards any or day-to-day concerns that require notification to Office Manager. Provides timely, appropriate follow-up for feedback on caregiver and client concerns. Determines shift staffing needs based on census as needed for coordination with Staffing Coordinator. Responsible for coordinating with Staffing Coordinator on new and existing client schedules with appropriate field employees utilizing caregiver matching. Identifies opportunities for performance improvement and provides input for the development of solutions Identifies and uses a variety of resources to facilitate client care decisions Keeps team informed of all company directives, policies changes, etc. Staffing Reviews Evaluate and monitor staff performance and work quality to ensure consistency and adherence to policies and procedures. Prepares and coordinates all caregiver 60/90 day and annual reviews Coordinate with Staffing Coordinator for discussion and completion and documentation of reviews Participates in all caregiver reviews with Office Manager as back up and witness. Client Supervisory Visits Perform quarterly supervisory visits, review and update care plans as needed, considering clients' evolving requirements. Evaluate clients for adaptive equipment currently being used or needed. Training Provide clear directions for caregivers to reference when working with clients Trains all new caregivers hired, providing evaluation and review for management on progress. Provides new and continued in-service and field training for caregivers, providing evaluation and review for management on progress. Implements field employee safety and training programs as assigned. Skills/Experience Testing Completes skills/experience testing and checklist on all caregivers based on list provided by the Staffing Coordinator. Meet weekly with the Staffing Coordinator to review the skills/experience testing reports performed Performs caregiver check ins as needed. Helps maintain caregiver and client field records for the Agency to ensure compliance with record requirements. Monitors all care plans for thorough documentation, compliance, and ensures they are current and up to date. Ensure accurate and up-to-date documentation of client profiles and notes. Reporting Provide agenda items for Monday Morning Weekly Meeting. Create daily Field status reports (communication to manager), including employee performance. Prepare weekly Field agenda for Monday Morning Staff Meetings. Collect VA time sheet signatures as needed for clients based on list provided by Staffing Coordinator. Turn in completed time sheets to Staffing Coordinator every Friday. On call Be available as required for on-call duty outside of normal office hours. Maintains a log of all telephone communications while on-call. Give verbal report to the Office Manager by at least 9:00 a.m. next business day regarding priority on-call activities. Field Operations - Other Duties Maintains and tracks needed supplies and items for client homes. Be prepared to perform on-call caregiver duties as assigned. Attends appropriate office meetings. Attends Gainesville Chamber meetings. Back up and assist with client admissions. Conduct assessments and evaluations for potential clients, understanding their specific needs and preferences. Bring on new clients by presenting customized care plans and service offerings. Build a rapport with potential clients and their families to establish trust and confidence in our services. Serves as liaison between caregivers and Office Manager. 1. Organizational Protocols and Deliverables Attendance and being on time for assigned shift is an essential function of this position Maintains integrity in every interaction with caregivers and clients. Responds promptly and courteously to all clients' calls. Authorized to admit State of Texas surveyors. To perform this job successfully, must be able to perform each essential duty satisfactorily. Serves as a team player within an office environment. Able to work independently, demonstrating sound judgment. Read, write, speak, and understand English as needed for the job. Know the company goals, standards, protocols, policies and procedures Ability to live the Right at Home brand vision, mission and values Be sensitive to the interrelationships of both people and functions Strive to achieve goals Approaches day to day decisions and activities with the goal of efficiency and productivity•Promotes a positive work environment in which team members willingly serve each other and refuse to tolerate unacceptable treatment of others. Promotes and supports a team mentality that serves our clients. Maintains professionalism in all interactions. Ability to relate to clients and care staff in a way that is sensitive to the unique needs of the individual. Supports Inter-office coordination to ensure service quality and efficiency. Ability to multitask in a high functioning office environment Ability to problem solve and make decisions in a fast-paced environment. Must be: Personable and friendly, to help put our clients at ease Attentive, to make sure they acquire important information from clients Articulate, to interact effectively with clients Trustworthy, handling confidential medical information. Respectful, to everyone they encounter. Neat and tidy, for a professional appearance and efficiency. Accurate and detail-oriented, to be able to multitask. Able to take initiative and work independently 1. Knowledge, Skills, Abilities, and Other Characteristics Supervisory Responsibilities - This job has supervisory responsibilities. Must have working knowledge and understanding: Right at Home Employee handbook Client admission protocols Employee orientation requirements HIPAA and OSHA guidelines THHS Inspection requirements TAC CODES: TAC RULE §558.287QualityAssessment and Performance Improvement TAC SECTION 558.243. Administrative and Supervisory responsibilities TAC 558 Rules TAC SECTION 558.242. Organizational Structure and Lines of Authority TAC SECTION 558.246. Personnel Records TAC SECTION 558.247. Verification of Employability and Use of Unlicensed Persons TAC SECTION 558.253. Disclosure of Drug Testing Policy TAC SECTION 558.256. Emergency Preparedness Planning and Implementation TAC SECTION 558.259. Initial Educational Training in Administration of Agencies TAC SECTION 558.294. Time Frame(s) for the Initiation of Care or Services TAC SECTION 558.301. Client Records TAC SECTION 558.404. Standards Specific to Agencies Licensed to Provide Personal Assistance. Core Competencies - To perform this job successfully, an individual should demonstrate the following competencies: Able to work independently, demonstrating sound judgment while planning and organizing schedule o Basic computer skills Excellent analytical and problem-solving ability, with exceptional organizational strength. Outstanding listening, verbal and written communication. Appearance, behavior and performance must always be professional. Must wear company name badge when with clients/caregivers and representing Right at Home. Supervisor must be able to communicate effectively to both clients and caregivers in a professional manner. Excellent telephone etiquette and professional demeanor. Customer Focus- The ability to demonstrate concern for satisfying one's external and/or internal customers. Teamwork - as a team member, the ability and desire to work cooperatively with other team members with one common goal - to achieve excellent customer service and care for our clients. Attention to Communication - The ability to ensure that information is passed on to others who should be kept informed. Ethics - The ability to treat people with respect, inspire trust in others, be reliable and dependable, work ethically and with integrity, maintain strict confidentiality with client information, while upholding organizational values. Language Skills - Ability to read, write and comprehend English. Ability to effectively present information in one-on-one and small group situations to clients and their families Reasoning Ability - Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Computer Skills - Knowledge of Microsoft application, general office and clerical functions is required. Other Skills and Abilities - Able to work independently, demonstrating sound judgment. Ability to problem solve and make decisions in a fast-paced office setting. Always maintains a positive demeanor and is able to effectively multitask in a high functioning office environment. 1. Education & Qualifications Education - Minimum High school diploma or G.E.D. Certificates, Licenses, Registrations -Certified Nursing Assistant or completion of a Home Health Aide course or appropriate corresponding experience required. Qualification s - To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Minimum of 3 years caregiver with supervisory experience preferred 1 year as a caregiver supervisor required. Must possess excellent customer service skills Have a valid driver's license and use of an insured automobile. 2. Safety Employee is required to maintain annual Safety Education training including: Emergency Management and preparedness Plan Exposure Control Plan Infection Control Safe Transfers Employee must participate and comply with all activities and programs proposed and presented by the Safety Committee Employees are required to follow all safety policies, protocols and measures and report any unsafe health and/or safety conditions. 1. Physical Requirements 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. While performing the duties of this job, the employee is regularly required to move about; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to reach with hands and arms Ability to sit for long periods of time. Requires full range of motion, manual and finger dexterity of eye hand coordination. Requires corrected vision and hearing to a normal range. Sedentary Work - Lifting up to 50 pounds, sitting for extended period of times 2. Confidentiality Maintains high level of patient confidentiality at all times in compliance with practice HIPAA protocols Must complete training annually for HIPAA, Omnibus Final Rule, HITECH, and Texas' Amended Data Breach Notification Law and complete a written test of knowledge. Access to PHI will be granted in accordance with HIPAA's "minimum necessary standard" to include only the areas of access that is required to fulfill position duties. All information is on a need-to-know basis. Schedule: Monday - Thursday 8:30 am - 5:00 pm Friday: 8:30 am - 12:00 pm Field; 1:00 pm - 5:00 pm Office
Created: 2024-10-15