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    Territory Manager - Nashville, United States - Visiting Angels Nashville

    Visiting Angels Nashville
    Visiting Angels Nashville Nashville, United States

    3 weeks ago

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    Description
    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:

    • Efficient client handling, as demonstrated by key indicators like client satisfaction
    and turnover rate.

    • 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.

    • Timely feedback/direction to staff on trends, challenges, performance
    improvement opportunities, and kudos.

    • Effective management of office team.
    • 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.

    • 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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