Senior Director of Quality & Engagement na True Care

Company Overview:

Empowering Health, Enriching Lives: True Care’s Enduring Mission

At True Care¹, we stand as a beacon of compassion and excellence in home healthcare. With a profound commitment to enhancing the quality of life for individuals and families, our mission is to provide holistic, personalized care that empowers health and enriches lives.

Every day, we embark on a journey to bring comfort, vitality, and dignity to those we serve. Our mission is driven by a deep understanding of the unique needs and aspirations of each individual under our care. We believe that home is not just a place but a sanctuary where healing and well-being flourish best. Hence, we endeavor to make this sanctuary a haven of health and happiness.

We pledge to create a nurturing environment where our clients and their families feel heard, valued, and supported. Our highly trained and empathetic professionals are not just caregivers but partners in the pursuit of well-rounded wellness. With a focus on open communication, collaboration, and respect, we forge lasting relationships that transcend the boundaries of traditional healthcare.

Our mission is to be a guiding light, illuminating the path toward optimal health and well-being. As we navigate challenges and triumphs together, we remain resolute in our dedication to uplifting lives, one compassionate interaction at a time.

At True Care, we don't just offer home healthcare – we offer hope, healing, and a brighter tomorrow.

Reports To: VP of Operations

Job Summary: 

Embracing Excellence in Healthcare Leadership - As the Senior Director of Quality and Engagement at True Care, you will assume a pivotal role at the helm of healthcare quality and operational excellence. This is a strategic and influential leadership position central to driving True Care's mission of delivering exceptional patient care. In this role, you will be at the forefront of shaping and enhancing the quality of care while streamlining operational efficiency and enhancing revenue across the Coordination and Call Center Departments. You will provide comprehensive oversight and guidance to these dynamic teams (approximately 80 staff members). Your vision will be instrumental in maintaining and elevating the standards of care, ensuring strict compliance with healthcare regulations, and fostering an environment of both exceptionalism and professionalism with active engagement among patients, caregivers, and staff.

Responsibilities: 

• Strategic Leadership and Oversight: Provide guidance and direction to various managers and directors, ensuring alignment with True Care's mission and quality standards.
• Departmental Reporting and Analysis: responsible for assessing the effectiveness of reporting processes, resource allocation, risk management, and overall contributions to organizational objectives, including but not limited to IVR, pre-billing, missed visits, and scheduled vs. billed hours.
• Data Analysis and Reporting: Utilize data to inform decision-making, monitor performance metrics, and report on outcomes to senior management.
• Operational Excellence: Streamline operations, enhance efficiency, and maintain high levels of patient care and satisfaction.
• Quality Assurance: Conduct audits in collaboration with the DPS, ensuring accurate reporting, safety checks, and adherence to True Care guidelines and protocols.
• Staff Management and Development: Oversee the recruitment, training, and retention strategies across the departments, fostering a culture of excellence and continuous improvement.
• Policy Development and Implementation: Collaborate in the development of policies and procedures, ensuring they meet industry standards and organizational goals.
• Customer Service Excellence: Guarantee the highest level of service and care from staff to patients and their families.
• Operational Systems and Processes: Establish and maintain efficient systems for departmental operations and quality care.
• Reporting and Case Management: Manage and verify staffing and caregiver assignments, ensuring seamless patient care and contract fulfillment.
• Case Acceptance: Make informed decisions on case acceptance based on the quality of the contract, client diagnoses, and caregiver availability.
• Patient and Caregiver Engagement: Ensure effective communication and engagement strategies are in place, enhancing the experience of patients and caregivers.
• Staff Training and Education: Lead and support ongoing training and educational initiatives within the Coordination and Call Center Departments.
• Quality Standards Coordination: Set and maintain company standards and compliance.
• Complaints and Grievances Management: Ensure that the team addresses and resolves complaints and grievances and effectively implements and manages the necessary plans within the Coordination and Call Center Departments.
• Industry Standards Upkeep: Stay abreast of and integrate industry standards and best practices.

Qualifications: 

• Bachelor's degree in Healthcare Administration, Nursing, Social Work, or a related field. A Master's degree in a relevant field is a plus.
• Minimum of 10 years of experience in healthcare management, with a proven track record in a leadership role.
• Strong knowledge of home healthcare regulations, quality assurance, and patient care coordination.
• Excellent leadership, communication, and interpersonal skills.
• Departmental Oversight: Ability to set standards for value-based payments, focusing on the Coordination and Call Center Departments.
• Regulatory Knowledge: In-depth understanding of Licensed Home Healthcare Rules, NYS DOH Regulations, and Documentation and Compliance Guidelines.
• Demonstrated ability to work collaboratively across departments.
• Proficiency in healthcare management systems and tools, such as Salesforce, IVR systems, and HHA eXchange.

KPI’s: 

In this role, success will be measured through a variety of performance indicators aligned with our company's objectives and operational standards. Candidates should be prepared to engage in goal-oriented work and be evaluated against clear, quantifiable benchmarks to ensure continuous improvement and effectiveness in the position.

True Care provides equal employment opportunities to all employees and applicants for employment without regard to race, religion, color, ethnic origin, gender, gender identity, age, marital status, veteran status, sexual orientation, disability, or any other basis prohibited by applicable federal, state, or local law.

¹ True Care is a licensed Home Care Agency providing services in the New York Metropolitan area.

Key Performance Indicators

1. Payroll Efficiency: Monitor and manage the payroll budget, ensuring optimal allocation of resources while maintaining staff satisfaction and operational efficiency.
2.  Expense Control: Implement strategies to reduce unnecessary expenditures, continuously reviewing and optimizing spending across departments.
3.  Revenue Growth through Billable Hours: Drive an increase in revenue by maximizing billable hours, ensuring efficient scheduling, and minimizing non-billable time.
4.  Cost-Benefit Analysis: Regularly conduct cost-benefit analyses for major expenses and investments, ensuring they align with organizational goals and contribute to financial health.