Territory Manager

Territory Manager Job Description

Position Title: Territory Manager Reports to: Owner Program Area: Business Operations, Client Care, and Marketing

Position Summary: Under the supervision of the Owner, the Territory Manager is accountable for overall daily business operations and internal office staff, providing consistent extraordinary client experiences in coordination with the office team, marketing and networking efforts within the community, and caregiving team leading to consistent profitable growth. The Territory Manager provides leadership and direction and is responsible for managing daily operations of this Comfort Keepers location. Territory Manager facilitates the provision of in-home care and support services to clients. Arrange for the uninterrupted continuing care of the client. They assist in the organization of family resources for the effective care of the client. They routinely interact with other personnel as well as clients, family members, community providers/referral sources, insurance companies, case managers, and other third-party payors. Responsible for day-to-day leadership and management of office staff. Reports directly to Owners. Directs care team to manage caregivers and client care. Manages sales activity, in conjunction with the owner, with clinical and community referral sources. Responsible, while working with Owners, for revenue goals and objectives and operational efficiency/measurables and KPI’s.

Accountabilities: 1. Efficient client handling, as demonstrated by key indicators like client satisfaction and turnover rate. 2. Successful management of all daily operations ensuring new client and caregiver onboarding and filling billable hours contributing to overall revenue growth, quality, and business success. 3. Timely feedback/direction to staff on trends, challenges, performance improvement opportunities, and kudos. 4. Effective management of office team. 5. Works with care team in setting up new clients plan of care and responsible for coaching Service Coordinator on prospect intake calls and recruiting coordinator on recruitment and retention of caregiving staff. 6. Creates and Maintains community relationship with referral sources within the territory.

Essential Functions: A successful Territory Manager will handle: • Management and oversight of staff to ensure strong performance and accountability. Responsible for revenue accountability and hitting overall company goals. • Establishes and maintains operational procedures and protocols, in conjunction with the owners. • Leads, develops, trains, and mentors’ staff to foster professional growth and development. • Leads and manages formal and impromptu management/staff meetings and in the development of systems and accountability to improve care coordination, client satisfaction, employee performance and retention and office operations – as well as revenue growth and company goals. • Provides a professional and respectful work environment which attracts, engages, and retains high performing employees. • Develops sales and marketing plans, in conjunction with the owners, and ensure implementation of plans translating to company growth. • Answers potential client inquiries - via phone, web, or other leads and sells and qualifies them for home visits. Takes accurate referral/service request information. Sells prospects on services and schedules home visits. • Conducts initial assessments/home visit, closes, and onboards new clients. • Assists in determining type and duration of services necessary to meet client needs. Quotes bill rate based on service provided. • Processes data necessary to establish initial client records, services, files and initiate invoicing. Participates in new client assimilation process and ensures it is completed in specified time frame, in coordination with care team. • Assists in regular and routine re-assessments of current clients, including identifying and making recommendations regarding any safety concerns of caregivers or clients. • Works with Service Coordinator and Recruiting Coordinator to ensure shifts and hours are matched with caregiver qualifications and availability to client needs. Assist when needed in addressing scheduling issues (i.e. call offs, no shows, etc.) and uses independent judgment to evaluate alternative solutions and implement established policies for immediate resolution (Service Coordinator holds main responsibility for scheduling managed by the Director). Director will assist with scheduling on an as needed basis. • Visit current clients/client’s environment on a regular basis to ensure quality of care provided meets client’s needs. Participates in client conferences as needed with clinical team. • Assists with introduction and training for family members and clients as well as Caregivers. • Coordination of the Family Room and interacting with clients and contacts. Monitoring Caregiver & Family messages for issues and communicates changes, client needs and\or service levels with Director of Operations and Service Coordinators. • Participates in on-call rotation as assigned (when needed). While on-call, handles all client, caregiver, and scheduling issues that occur and conducts all new client intakes as needed. Contact caregiver applicants to schedule an interview while on call via phone/text/email. • Documents all required information for regulatory/compliance purposes in the appropriate information systems. • Follows all office communication and documentation protocols to ensure excellent service to clients, staff, potential and inactive clients. • Completes special business projects as assigned. • Performs other administrative tasks as assigned. • Makes sales calls and works with designated referral sources. Work in conjunction with sales team on sales responsibilities.

The Territory Manager will work closely with the owners and all internal and external contacts including Coordinators, Caregivers, Clients and Family Members, Referral Sources, and outside Vendors.

Daily Responsibilities: Main Focus: Prospect follow up/communication, Networking and Marketing, Client tracking and onboarding, Office Management • Continue building and establishing community relationships with members of the community. • Participate in networking and community events. • Respond to and follow up on all prospect inquiries in a timely manner (within 2 hours) via phone, email, and text as needed. • Track viable prospects via WellSkys “Prospect” tab • Work with Service Coordinator to match new clients with proper caregiver matches based on requested match criteria. • Create Care Plans and profiles for clients within a day of Care Assessment. • Continue relationship building by checking in (phone, email, and TextUs) with current clients and families. Minimum 1 check in per month. • Work with Service Coordinator to ensure accurate billing (Tuesdays). • Conduct reassessments with all current clients at a quarterly basis (at a minimum). • Continue building and establishing community relationships with members of the community.

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