Agency Director & Service Supervisor (RN)

Touching Hearts at Home • Charlotte, NC

5h • Hybrid

About The Position

Touching Hearts at Home is a growing nonmedical home care agency seeking an experienced Registered Nurse to join their leadership team as Agency Director & Service Supervisor. This is a hands-on leadership position that combines clinical oversight, agency operations, caregiver leadership, client experience, quality improvement, and community relationship development. The role involves working closely with the Owner and leadership team to ensure clients receive exceptional service while helping caregivers and the agency operate at a high standard. It offers the opportunity to lead, mentor, solve problems, improve systems, and build meaningful relationships, making an impact across the entire agency.

Requirements

• Active North Carolina Registered Nurse (RN) license in good standing.
• Strong clinical judgment and a genuine passion for serving older adults and their families.
• Leadership experience or demonstrated ability to lead, coach, mentor, and hold others accountable.
• Excellent communication and relationship-building skills.
• Highly organized, proactive, and comfortable managing competing priorities.
• Strong problem-solving skills and the ability to make sound independent decisions.
• Comfortable balancing field-based responsibilities with office-based leadership and operational work.
• Interest in operations, caregiver development, quality improvement, and business development.
• Comfortable working in a growing organization where processes and systems continue to evolve.
• A desire to take ownership, contribute ideas, and grow with the agency.

Nice To Haves

• Experience in home care, hospice, geriatrics, case management, rehabilitation, or community-based nursing preferred.

Responsibilities

• Conduct initial client assessments and develop individualized service plans.
• Perform required supervisory visits to monitor quality of care, caregiver performance, client satisfaction, and compliance.
• Monitor client needs and identify changes that may require reassessment or coordination with appropriate healthcare providers.
• Train, mentor, and coach caregivers on care plans, dementia care, safety, infection prevention, and agency expectations.
• Support caregivers in understanding and appropriately carrying out client service plans.
• Communicate with clients, families, physicians, hospice, home health, and other care partners as appropriate.
• Review documentation and service delivery for accuracy, quality, and compliance.
• Identify quality concerns and help develop and implement corrective actions.
• Support ongoing quality assurance and continuous improvement initiatives.
• Partner with the Owner and office team to support day-to-day agency operations.
• Help oversee scheduling, staffing, service coverage, and continuity of care.
• Serve as a leadership resource for caregivers and office staff when complex client or staffing situations arise.
• Respond to client and family concerns with professionalism, empathy, and urgency.
• Help resolve caregiver performance and service delivery issues.
• Identify operational gaps and recommend practical solutions.
• Improve workflows, systems, communication, and processes as the agency grows.
• Participate in the agency's rotating leadership on-call schedule.
• Assist with implementing policies, procedures, and operational standards.
• Collaborate with leadership on strategic initiatives that strengthen the agency and support sustainable growth.
• Help create a culture of accountability, professionalism, compassion, and teamwork.
• Coach caregivers to improve performance and strengthen client service.
• Participate in caregiver orientation, training, competency development, and continuing education.
• Identify individual and team training needs.
• Recognize strong caregiver performance while addressing concerns appropriately and consistently.
• Help improve caregiver engagement, communication, retention, and overall performance.
• Reinforce agency policies, care standards, and expectations in the field.
• Develop and maintain strong relationships with hospitals, rehabilitation centers, assisted living and memory care communities, hospice providers, home health agencies, physicians, case managers, social workers, and other referral partners.
• Represent Touching Hearts at Home at networking events, community events, professional meetings, and educational presentations.
• Participate in or lead educational in-services for referral partners and community organizations.
• Build relationships that generate referrals and strengthen our presence throughout the Greater Charlotte community.
• Follow up with referral partners and help ensure a high level of responsiveness and service.
• Partner with the Owner on initiatives that support referral growth and community awareness.
• Help position Touching Hearts at Home as a trusted resource for seniors, families, and professionals navigating care at home.

Benefits

• Leadership position with flexibility, autonomy, and meaningful responsibility
• Direct collaboration with the Owner and leadership team
• Opportunity to influence clinical quality, caregiver development, operations, and client experience
• Opportunity to build meaningful relationships with clients, families, caregivers, and community partners
• Leadership development and opportunity for increasing responsibility as the organization grows
• Competitive compensation
• Mileage reimbursement
• Paid training and professional development
• Holiday pay
• Referral bonuses
• Opportunity to help shape the culture, systems, and future of a growing home care agency

What This Job Offers

• Job Type: Full-time
• Career Level: Manager