Operation Support Specialist

Family Resource Home Care•Liberty Lake, WA

3d•$70,000 - $85,000•Hybrid

About The Position

The Operation Support Specialist (OSS) plays a pivotal role within the organization, responsible for overseeing and supervising Operation set up in our De Novo branches. Their role typically involves a wide range of responsibilities, including the primary objectives below. Primary Objectives Culture: The OSS is a staunch advocate for Family Resource Home Care's culture, which seeks to balance a family like culture of support, engagement and respect with a high-performance culture committed with operational excellence. The company's purpose is to improve more lives, and in pursuit of this goal, we aspire to be the preferred provider of home care services and an employer of choice. Leadership: The OSS provides leadership and guidance to branch staff throughout the integration process. They drive inter-departmental training and collaboration. Operational Efficiency: The OSS is responsible for optimizing the efficiency of integration across operations. This includes integrating new locations to FRHC’s best practices, processes, managing costs, and enhancing productivity. The OSS may, when necessary, fill the administrative role of Branch Manager, Caregiver Manager or Client Care Supervisor for a new market that is currently hiring for the opening. Financial Management: The OSS with support from the FRHC Finance team and operations leadership, is responsible for their branches meeting financial expectations. Performance Monitoring: The OSS will monitor key performance indicators (KPIs) to assess the branch's performance and guide branch staff on how to adapt to changing KPIs with a focus on continuous improvement. This involves analyzing data, identifying trends, and taking corrective actions when necessary. Customer and Caregiver Satisfaction: The OSS is responsible for championing an elevated level of customer and caregiver satisfaction with all internal & external customers. Business Partner: The OSS acts as a business partner between functional departments, their regional teams and community partners by facilitating communication, collaboration, and alignment between different departments. They are responsible for ensuring a smooth transition of new locations back to the appropriate DOO and/or SVP. Strategic Planning: Collaborating with key stakeholders, they develop both area and enterprise-wide strategies that support the company's growth and objectives. Talent Management: They are responsible for training and developing employees within their branches. They must ensure that the branch has the right talent to meet its operational goals.

Requirements

Experience in operations support or a similar role.
Leadership and guidance skills.
Ability to drive training and collaboration.
Skills in optimizing operational efficiency and integrating new locations.
Cost management and productivity enhancement abilities.
Financial management understanding.
Performance monitoring and data analysis skills.
Customer and caregiver satisfaction focus.
Business partnering and communication skills.
Strategic planning collaboration.
Talent management and employee development capabilities.
Ability to travel approximately 90% of the time.
Frequent standing, walking, sitting, keyboarding, and driving.
Occasional twisting, climbing stairs, stooping, bending, kneeling, or squatting.
Ability to talk and hear.
Ability to lift frequent 10 lbs. or less to seldom lifting of greater than 50 lbs.

Nice To Haves

Experience in the home care industry.
Familiarity with De Novo branch setup.
Experience as a Branch Manager, Caregiver Manager, or Client Care Supervisor.

Responsibilities

Overseeing and supervising Operation set up in De Novo branches.
Advocating for Family Resource Home Care's culture of support, engagement, respect, and operational excellence.
Providing leadership and guidance to branch staff during the integration process.
Driving inter-departmental training and collaboration.
Optimizing the efficiency of integration across operations, including integrating new locations to FRHC’s best practices and processes.
Managing costs and enhancing productivity during integration.
Potentially filling administrative roles (Branch Manager, Caregiver Manager, Client Care Supervisor) for new markets.
Ensuring branches meet financial expectations with support from the Finance team and operations leadership.
Monitoring key performance indicators (KPIs) and guiding branch staff on adapting to changing KPIs.
Analyzing data, identifying trends, and taking corrective actions for continuous improvement.
Championing elevated customer and caregiver satisfaction.
Acting as a business partner between departments, regional teams, and community partners.
Facilitating communication, collaboration, and alignment between different departments.
Ensuring a smooth transition of new locations back to the appropriate DOO and/or SVP.
Developing area and enterprise-wide strategies with key stakeholders.
Training and developing employees within branches to meet operational goals.