Branch Manager

The Branch Manager is responsible for overseeing all branch operations to ensure the delivery of consistent, safe, compassionate, and high-quality care to clients. This role involves leading and managing branch staff, including recruitment, training, and performance management. The Branch Manager is accountable for executing key functions such as scheduling, payroll, billing, medical coding, and adherence to policies and procedures. Collaboration with the Director of Nursing, Business Development Manager, and other key staff is essential to enhance patient-centered care and optimize branch revenues and profitability. The Branch Manager directly supervises the Business Development Manager, Director of Nursing, Customer Care Managers, and other essential staff, ensuring compliance with all relevant licensure and accreditation requirements.

Job Responsibilities

Client / Customer Care

• Effectively manages the customer care managers (CCMs) and all customer/client care relations.
• Meets or exceeds “inquiry to client” conversion goals for branch.
• Implements and executes consistent conversion practices to drive revenues and client base.
• Ensure high-quality customer care is provided at every stage of the client touchpoints and experience from phone to in-home consultation to maximize customer retention.

• Implements and executes active, ongoing recruiting strategies to attract the best field staff and branch office staff.
• Conducts thorough and engaging employee orientations to properly on-board new hires.
• Executes all required training programs and provides on-going opportunities for employee development, cross-training, and career growth and advancement.
• Consistently documents performance, coaches on the job, provides timely and appropriate feedback, and disciplines as needed to improve employee performance, productivity, and client care.
• Fosters strong and positive employee relations to prevent frivolous unemployment claims and employer liability.

• Supports and uses all technology tools and resources to ensure proper business processes (ABS2, Applicant Tracking System, Learning Management System, BrightConnect (Intranet).
• Uses ADP for weekly payroll processing.
• Ensure timely and accurate billing, coding, and hourly time records and reporting.
• Effectively manages hiring and termination procedures.
• Schedules staff to meet client care needs and minimize non-billed overtime.
• Ensures on-call phone and assigned staff are properly trained and available as needed.
• Ensure care and coverage 24/7 to meet the needs of our clients and protect BrightStar brand standards.
• Participates in On-Call Rotation

• Enforces and maintains all Joint Commission accreditation standards of excellence.
• Complies with all federal, state, and local regulations and employment laws and practices.
• Effectively manages workers’ compensation programs; safety and injury prevention; return to work procedures.
• Maintains current business, tax, and health licenses.
• Ensure education and compliance of all HIPAA regulations and requirements.
• Ensure file maintenance and security standards are consistently practiced and enforced to protect employee and client records.

Required Skills and Qualifications

• 5 years managing a team of professionals in a home care or franchise home health business with field staff, LPNs, CNAs, and RNs is highly desired

• Bachelor’s Degree in Business Management, Operations or Administration

• An operations leader who is a subject matter expert that includes management skills with problem solving, leading the team, solution creation and process management
• Knows and understands pay cycle management including commercial insurance / Medicaid / Medicare / Veteran’s / private pay/ medical staffing
• Prefer home health experience, nursing home, medical staffing, physician office/hospital administration or senior living center management – needs to know and understand the industry and the business
• Strong attention to detail, the ability to multi-task, technology savvy and prioritization a must.

• Limited travel as needed for various sales, marketing, and client care service needs
• Up to 20% or as directed based on the needs of the business and attending job required training and conferences