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Branch Manager

Preferred Care at Home, a multi-year multi-award winning home care agency based in Hendersonville, TN is expanding to Clarksville!

Our mission is to set a new high standard for senior care in Tennessee. We do this by providing life-changing employment to caregivers and life-changing care to seniors.

To see more about us and our culture, click here to check out our website! If our mission resonates with you and you'd like to be a part of it please apply!

Role

The Branch Manager oversees the day-to-day operations of a single home care agency branch, ensuring the delivery of high-quality, compassionate, and compliant care. This individual is responsible for team leadership, service coordination, regulatory compliance, and client satisfaction. The Branch Manager acts as the primary point of contact for both internal staff and external partners, aligning operational decisions with agency goals and values.

Responsibilities

Supervise and Develop Staff: Train, support, and manage administrative and coordination staff to ensure optimal performance and morale.
Act as Main Point of Contact: Serve as the primary liaison for headquarters communications, including billing and payroll audits.
Ensure Compliance: Educate and guide branch staff to follow state, federal, local, and company policies and procedures.
Perform Client Assessments: Conduct client intakes, assessments, care planning, and ongoing supervision to ensure service quality and fit.
Assist with Scheduling: Actively assist with scheduling caregivers with clients as needed and collaborate with staffing supervisors to ensure coverage aligns with client needs.
Financial & Performance Management: Track and manage key performance indicators (KPIs) related to revenue, billable hours, staffing levels, client growth, and retention. Control operational costs and contribute to profitability.
Conduct Quality Audits: Perform periodic documentation and process audits to uphold quality standards and identify areas for improvement.
Promote Satisfaction: Foster a culture of excellence to maximize satisfaction among clients, families, and employees.
Resolve Concerns: Address escalated client and caregiver issues promptly and effectively in collaboration with internal staff.
Marketing and Relationship Development: Represent the branch in the community by attending events, building relationships with referral sources, and supporting brand awareness and growth in the field.
Align Marketing Efforts: Coordinate with marketing representatives to ensure promotional efforts match branch capacity and business goals.

Results

Success in this role looks like:

Operational Efficiency: The branch runs smoothly, with consistent service delivery, accurate documentation, and timely response to issues.
Team Performance: Administrative and support staff are well-trained, productive, and motivated, resulting in high employee engagement and retention.
Market Presence and Growth: The branch experiences consistent growth and a strong market presence, driven by effective relationship marketing, field-based efforts, and the development of partnerships with local referral sources and healthcare professionals.
Client Experience: Clients and families experience exceptional service, leading to increased satisfaction and retention.
Regulatory Compliance: The branch maintains compliance with all local, state, and federal regulations and agency policies.
Financial Accountability: The branch supports financial health through accurate billing, payroll processes, and efficient scheduling practices.

Requirements

Experience
- 2–5 years of experience managing a team of 5 or more individuals.
- Demonstrated success in operational oversight and team leadership.
- Preferred: Experience in home care and/or healthcare setting.
Education
- Bachelor’s degree preferred, or equivalent combination of industry or management experience.
- Preferred: Degree in Healthcare Management or related field.
Skills
- Strong leadership and team management abilities, with experience coaching and developing staff.
- Understanding of state and federal home care regulations.
- Strong customer service and communication skills.
- Ability to navigate marketing strategies in the field, building relationships with key referral sources, and growing the branch’s community presence.
- High attention to detail and accuracy in documentation and compliance.
- Able to manage multiple priorities with excellent organizational skills.
- Proficient in scheduling platforms, CRM systems, and Microsoft Office Suite.
Personal Attributes
- Strong leadership presence with a team-first mindset.
- Highly dependable and resourceful, with a proactive approach to leadership.
- Compassionate and an advocate for client care and staff development.
- Results-driven with a passion for relationship-building and driving business growth.
- Clear communicator who can navigate sensitive issues with empathy and professionalism.
- Committed to integrity, compliance, and continuous improvement.
- Problem-solver with a proactive, solutions-oriented approach.
- Holds self and others accountable with integrity and respect.