Home Care Partnerships Supervisor

IOA is on the forefront of revolutionary healthcare models, reshaping the way people can age in place. Our innovative models transform lives, enhance communities, and save healthcare systems millions of dollars. Rather than focusing on archaic outdated design, we strive to consistently question the "status-quo" and create new and more innovative ways to help aging adults and adults with disabilities maintain their quality of life. With over 23 programs, we offer multiple ways to aid seniors maintain their health, well-being, independence and participation in the community, fulfilling our mission.

Supervision:

• Directly supervise staffing manager(s) for the Holocaust Survivors Program.
• Monitor and oversee all quality activities including conducting home visits to observe care delivery.
• Coach performance through weekly supervision of staffing manager(s).
• Serve as point of escalation for dissatisfied clients.
• Support onboarding activities of new hires.
• Establish processes to support continuity of client care with staff absences.

Stakeholder Management:

• Serve as primary liaison for Corio Home Care to a variety of internal and external partners.
• Maintaining proactive and professional communication.
• For Holocaust Survivors Home Care Program:
  • Effectively communicate across staff with respect for organizational priorities.
  • Proactively anticipate program needs and arising issues.
  • Provide problem solving support.
  • Manage hours according to funder budget and report regularly on any concerns, adjusting service hours accordingly and with funder approval.
  • Recommend operational shifts as needed.
• Facilitate minimum quarterly meetings with IOA leaders for all programs receiving Corio home care.
• Establish processes to support consistency in care delivery and respond to service needs promptly.
• Adhere to mutually agreed upon interdepartmental practices and update agreements annually.
• Internal business support partners:
  • Seek to streamline recruitment and onboarding of caregivers
  • Partner with Human Resources to support ongoing compliance and ensure culturally and linguistically appropriate practices.
  • Collaborate on process improvements to increase efficiency.

Billing & Payroll:

• Finalize Home Care Aide (HCA) timecards with responsibility for accuracy to process bi-weekly payroll.
• Partner with IOA Accounting to ensure timely & accurate completion of invoices for internal and external payers.
• Quickly resolve any billing & payroll discrepancies with focus on long-term solutions.

Program Development:

• Serve as a Corio thought leader to enhance client and caregiver experience, streamline operations, and improve quality.
• Conduct ongoing quality improvement activities.
• Participate in Corio leadership meetings, as requested.
• Participate in HCA new hire orientations as needed, in-services, trainings and other company programs or initiatives to enrich the quality of our caregiving staff.

Client Service Manager activities:

• Responsible for client service management activities for internal program referrals including but not limited to Support at Home, Temporary Respite Caregiver Support, and Community Living Fund.
• Conduct in-home assessments with prospective clients, evaluation their care needs, addressing their questions and concerns, building relationships with their families, and converting them into IOA Corio clients.

• In collaboration with the Sales Liaisons, support new clients and referral partners on home care services, generating business for program.

• Provide active client care services for our clients including regular home visits, response to incidents, strong communication with clients and families, management, and revision of our care plans, identifying situations in which additional care or a different form of care is necessary and support for our clients' needs.
• Provide extra support for new clients' cases, including home visits within the first two weeks of service to ensure complete client satisfaction.
• Conduct caregiver introductions.
• Ensure client accounts are up-to-date with billing and communicating with families (and/or financial managers) in the event of overdue balances.
• Support ongoing client retention through white glove service, prompt resolution of incidents and complaints, client and caregiver appreciation initiatives, and building close relations with the clients and their families.
• Conduct quality assurance visits with all clients a minimum of once a quarter.
• Engage in service failure response process and follow through activities.
• Attend team meetings to facilitate home care coordination.
• Maintain a comprehensive knowledge of our requirements as a licensed Home Care Organization, including our obligations to our clients and caregivers.
• Maintain accurate records on all prospective and active clients, employees, and referral sources.

Required Skills & Qualifications:

• Bachelor's Degree Required
• Minimum of 3 years' experience in the field of aging services required
• Home Care experience strongly preferred
• Experience leading new initiatives and funder management strongly preferred
• Exceptional customer service skills including sales and community relationships
• Interface experience with customers
• Outstanding oral and written English language skills
• Desire to work in a collaborative, interdisciplinary, team-oriented environment
• Ability to multi-task and work effectively in a busy, fast-paced, customer service-oriented environment
• Highly motivated self-starter and capable of working autonomously with strong problem-solving skills
• Proficiency in Microsoft Word, Excel, Outlook, and other software systems; strong experience using phone systems and office equipment

COMPENSATION:

Range: $92,700 - 107,750/annual

This amount is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific employee, which is always dependent on actual experience, education and other factors.

We encourage you to learn more about IOA by visiting us here.

IOA reserves the right to adjust work hours or duties when appropriate.

Institute on Aging is an Equal Opportunity Employer. Institute on Aging is committed to cultivating a diverse and inclusive work environment and providing equal opportunities to all employees and job applicants without regard to age, race, religion, color, national origin, sex, sexual orientation, gender identity, genetic disposition, neuro-diversity, disability, veteran status or any other protected category under federal, state and local law.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.