Job Description

Director of Operations / Location Manager

Purpose : - Making Lives Better through Happier Ageing®

We promote both positive ageing for Australia’s older people and possibility for people affected by disability, by helping them stay in their homes for as long as they choose. Our real talent is caring and connecting with them to understand what they love doing most and helping them to do it. We are not just another homecare company completing daily tasks, we are a company that admires people and seeks to make a difference in everything we do. By working at Nurse Next Door you will be part of a growing team that believes care is in the details.

As a member of the Nurse Next Door team you understand how to hustle with heart - this is essential! You enjoy working collaboratively but with a high degree of autonomy and thrive by seeing results. You are a self led leader who takes responsibility for your own actions. You show care by engaging in intentional, compassionate conversations to help others achieve their fullest potential. You are inspired by the idea of being involved with an organisation that is changing the way we deliver home care through our Happier Ageing® philosophy.

Job Summary :

The Director of Operations/Location Manager will report to the Franchise Partner and will from the outset, focus on providing overall leadership and development of the Nurse Next Door franchise location. They will ensure the franchise meets and exceeds its growth and profitability targets. They will build the Nurse Next Door brand and achieve annual revenue targets within the territory.

This leadership role is responsible for management of all daily operations of the franchise location. In addition to overseeing client service provision, quality performance and supervising staff, responsibility areas include: managing the budget, establishing operating systems and processes, ensuring policy implementation and managing organisational resources.

As a Nurse Next Door employee, you are passionate about Making Lives Better and :

Always put clients first

Are warm and caring

Think of creative solutions and always find a better way

Follow through with commitments and build great relationships

Go above and beyond (even when no one is looking!)

Responsibilities :

Business Development/Sales & Marketing

Contributes to short and long-term organisational planning and strategy as a member of the management team;

Develops an annual One Page Plan and identified quarterly measurable drivers to meet/exceed revenue targets;

Develops an annual marketing plan by analysing and evaluating current business conditions and identifies new business opportunities in the community;

Prepares regular reports, submissions and proposals for business opportunities;

Creates brand awareness/presence to promote the sales and marketing of programs with prospective and existing clients using the sales system;

Actively develops and pursues referral sources, and facilitates on-going relationships with various medical and health communities and tracks information in sales CRM;

Supports the implementation of new programs and special projects as directed by the Franchise Partner;

Clearly identifies and makes public, services provided by the Nurse Next Door location office and the geographic area in which these services are available;

Develops cooperative relationships with other Nurse Next Door location partners for the exchange of information and services, and with community agencies to develop an understanding of the Nurse Next Door location program;

Operational Management

Implements governing body directives and ensures that appropriate service policies are developed and implemented;

Complies with federal, state and accreditation regulations and implements changes as prescribed;

Develops, implements and maintains company policies and procedures and ensures the Nurse Next Door location office is compliant with Nurse Next Door operating systems, standards and guidelines;

Informs the governing body, staff and professional advisory group of current organisational, community, and industry trends;

Responsible for the implementation and ongoing review of policies and procedures, for obtaining input from service personnel and providing professional input to related administrative systems;

Maintains an office facility for the Nurse Next Door location which is adequate for efficient staff work, adequately equipped, and which provides for a safe working environment, meeting local ordinances and fire regulations;

Consults and plans with health care facilities regarding staffing needs;

Appoints a qualified alternate to be available at all times during operating hours in the absence of the Administrator;

Keeps current on local area issues and works with organisations that endeavor to improve the health and welfare of the community;

Maintains contacts with local, state and national associations and participates in meetings;

Responsible for the completion, keeping and submission of such reports and records as required;

Manages the budget, weekly payroll and invoicing and provides financial analysis as required;

Client Care Management (the Director of Operations may be assisted by the Director of Clinical Operations or care Designers in this department)

Reviews administrative and client care policies and practices for the business in compliance with State and Federal regulations;

Consults with supervisors and staff, individually or in groups, regarding patients or families, special programs or service programs

Oversees client care management processes including intake to client conversions, case set-up, customer service, and converting inquiries to service provision;

Assures that skilled nursing and other therapeutic services furnished are under the supervision and direction of a physician or a Registered Nurse;

Consult with physicians in matters relating to patient care services;

Serves on the Professional Advisory Committee (once established) and periodically review policies relevant to client care with the Committee

Directs the implementation of service goals and objectives and develop standards that ensure safe and effective services to clients and families;

Oversees the implementation and evaluation of client care services inclusive of regulatory licensure, certification criteria and accreditation standards;

Collaborates in the development of an effective and efficient client care documentation system including statistical compilation and analysis relative to cost and staff service delivery;

Achieves/exceeds Client Net Promoter Scores and investigates issues utilising Listen 360 and follows up promptly;

Staff Management & Development (the Director of Operations will be assisted by People Experience Coordinator in this department)

Conducts employee selection processes including recruitment, hiring and onboarding of staff;

Supervises, schedules and manages overall performance of staff including compensation;

Assesses appropriate staff supervision during all service hours and directs staff in performance of their duties;

Directs and supervises professional and auxiliary personnel rendering client care services which include scheduling staff for both new and existing client engagements;

Ensures staff development including orientation (Discovery Day), in-service education, continuing education and evaluation of staff

Verifies credentials and qualifications for caregiving personnel;

Establishes job functions, qualifications and job descriptions for staff classification;

Utilises capabilities of nursing and paraprofessional personnel in the development of orientation and staff education programs;

Responsible for familiarising the employees with all laws and regulations, and shall have copies of the rules available for their use

Achieves/exceeds Employee Net Promoter Scores and investigates issues utilising Listen 360 and follows up promptly;

Quality Assurance/Quality Improvement/Risk Management

Participates in the review, analysis and appraisal of the effectiveness of the total location program;

Directs and monitors organisational performance improvement activities;

Oversees Quality Assurance and utilisation review activities and coordinates with the Quality Assurance Committee in the timely implementation of corrective action plans and controls;

Oversees organisational risk management program and ensures compliance with federal and state legislative requirements in areas such as health, employment, occupational health & safety;

Evaluates service policies and functions, and recommend proposals for changes or study of problems which affect the Agency;

Evaluates the performance of the individuals in the program in relation to established standards and the individual's professional development;

Implements utilisation review activities;

Coordinates the timely implementation of corrective action plans;

Self Development

Participates in selective conferences and workshops to promote knowledge in community health trends, efficiency in job performance and overall professional growth

Establishes and evaluates performance, personal goals and objectives for advancement in planning for personal growth

Perform other duties as assigned

Availability

Full time role.

Business Relationships

Reports to the location Franchise Partner

Works closely with Care Team

Key Metrics

Attendance & Reliability

Achieves annualised minimum 40% GP margin

NPS Client Score of 80

Education and/or Experience Requirements

Post secondary degree in business administration, health care administration or commensurate experience

Minimum five years progressive management experience in operational and/or service delivery in health care industry

Previous experience in a sales & marketing capacity

Exceptional written and verbal communication skills

Superb organisation, planning, time management and multi-tasking skills

Computer Proficiency