Caregiver Success Manager

Objective

The Caregiver Success Manager will play a key role in facilitating and coordinating support for our caregiving team and in providing excellent customer service to our employees. The position requires interaction with co-workers, clients, and the community, and the ability to build positive, productive relationships while maintaining a professional business image.

Key Responsibilities

• Participate in the onboarding process with Human Resources. Ensure that key company values, expectations, and opportunities are clearly understood by new hires.
• Support new hires with an individualized training and support plan, with detailed focus on the first 90 days of employment and support continuing through the first year of employment. Assists in coordinating appropriate support for new hires through shadow shifts and introductions in the field. Prepares and conducts the 30 Day Stay Interviews to identify areas of strength and growth opportunities for each staff member. Coordinates online training for new hires, ongoing professional development utilizing online training, hands on skills training, and other training courses provided by the organization.
• Collaborate with other members of the operations team to analyze, improve, design, create, and deliver appropriate learning and development solutions to ensure professional development outcomes are achieved. Draw upon a wide variety of techniques to ensure engagement, knowledge transfer, and skill development as well as efficient and fun learning that tangibly and positively impacts performance.
• Evaluate the effectiveness of onboarding experiences using a variety of methods including trainee and supervisor feedback, testing, in-field assessments and others.

For New Employees

• Monitor, document and ensure that all new direct care employees successfully complete all activities included in the onboarding process including initial training, shadowing, comp testing, introductions, communication and check-ins, etc.
• Complete all activities on the New Hire Communication Schedule.
• Provide feedback and suggestions to Territory Managers and Schedule Coordinators to aid in providing positive work experiences in the field.
• Develop a positive relationship with all employees. Promote direct communication and positive rapport among all direct care staff and the administrative team.
• Support resolution of employment-related issues by facilitating communication, problem-solving, and directing employees to resources provided by the company/community.
• Identify ongoing learning needs and secure or deliver related professional development for individuals and teams to help employees improve skills, expand knowledge, and deliver the highest quality of care possible.
• Coordinate in-field coaching and support on an individual basis to ensure ongoing success of direct care staff.
• Collaborate with members of the administrative team to develop and implement an effective recognition program.
• Champion employee engagement and develop a positive, connected company culture among direct care staff.

Required Skills / Abilities

• Active communication techniques including listening, expressing ideas and concerns, questioning and presenting.
• The ability to manage competing demands and adapt quickly and positively to frequent changes, delays or unexpected events.
• Attention to detail, completing and documenting tasks and interactions in a thorough manner.
• Maintains composure and control under stressful circumstances and skilled in the process of resolving conflicts.
• Is responsive to the needs of others and is a team player who demonstrates a commitment to co-workers and to company vision, values and goals.
• Is results-oriented with a focus on long-term outcomes and accomplishments, the ability to convey and act with a sense of urgency to make things happen and get results, and the will to persist until goals are reached.

Education and Experience

• Bachelor’s degree or equivalent career experience preferred.
• Supervisory and/or coaching experience.
• Must be able to successfully pass a nationwide criminal background check.
• Must possess a valid driver’s license and have access to reliable transportation.

Minimum Qualifications

1. High School diploma or GED required

2. Desirable to have a minimum of two (2) years of related experience in a human resources and/or supervisory capacity.

3. Previous experience in customer service a plus, but not required

4. Healthcare industry experience a plus, but not required

5. Documentation of positive work history as evidenced by at least two (2) work references and (1) personal reference

6. Driver’s License to operate a motor vehicle and positive driving record

Benefits

• 401(k)
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Work Location

In person