The Operation Support Specialist (OSS) plays a pivotal role within the organization, responsible for overseeing and supervising Operation set up in our De Novo branches. Their role typically involves a wide range of responsibilities, including the primary objectives below.
Primary Objectives
- Culture: The OSS is a staunch advocate for Family Resource Home Care's culture, which seeks to balance a family like culture of support, engagement and respect with a high-performance culture committed with operational excellence. The company's purpose is to improve more lives, and in pursuit of this goal, we aspire to be the preferred provider of home care services and an employer of choice.
- Leadership: The OSS provides leadership and guidance to branch staff throughout the integration process. They drive inter-departmental training and collaboration.
- Operational Efficiency: The OSS is responsible for optimizing the efficiency of integration across operations. This includes integrating new locations to FRHC’s best practices, processes, managing costs, and enhancing productivity. The OSS may, when necessary, fill the administrative role of Branch Manager, Caregiver Manager or Client Care Supervisor for a new market that is currently hiring for the opening.
- Financial Management: The OSS with support from the FRHC Finance team and operations leadership, is responsible for their branches meeting financial expectations.
- Performance Monitoring: The OSS will monitor key performance indicators (KPIs) to assess the branch's performance and guide branch staff on how to adapt to changing KPIs with a focus on continuous improvement. This involves analyzing data, identifying trends, and taking corrective actions when necessary.
- Customer and Caregiver Satisfaction: The OSS is responsible for championing an elevated level of customer and caregiver satisfaction with all internal & external customers.
- Business Partner: The OSS acts as a business partner between functional departments, their regional teams and community partners by facilitating communication, collaboration, and alignment between different departments. They are responsible for ensuring a smooth transition of new locations back to the appropriate DOO and/or SVP.
- Strategic Planning: Collaborating with key stakeholders, they develop both area and enterprise-wide strategies that support the company's growth and objectives.
- Talent Management: They are responsible for training and developing employees within their branches. They must ensure that the branch has the right talent to meet its operational goals.
Working Conditions
- The OSS will spend most of their time in an office environment indoors. This will require time spent both at a computer station for office work and standing/walking. An additional percentage of their time will be in a variety of environments in the performance of their objectives.
- The usual business hours for this role will be Monday through Friday 8am-5pm, but this role will require occasional evenings and weekends to meet job requirements.
- This position will require travel as appropriate to visit branch or HQ operations, approximately 90% of the time.
- This position will have Senior Vice President – New Markets supervision.
Physical Requirements
- Role may require frequent standing, walking, sitting, keyboarding, and driving. Occasional twisting, climbing stairs, stooping, bending, kneeling, or squatting. Seldom works above shoulders, and operation of equipment.
- Position will require the employee to talk and hear.
- Lifting can range from frequent 10 lbs. or less to seldom lifting of greater than 50 lbs.
Direct Reports
- This position will be providing general support to branch staff.
What We Offer
- Comprehensive benefits (health, dental, vision)
- Paid mileage reimbursement
- Company-paid life and AD&D insurance
- Paid time off: 3 weeks11 paid holidays
- Ongoing training and professional development
- Company matching 401(k)
Pay Range - $70,000 - $ 85,000 / Yr
Why Join Us?
Be part of a mission-driven team that values collaboration and growth. Help shape the future of our workforce by empowering others. Enjoy a dynamic work environment with opportunities for travel and professional development Apply Today! If you’re passionate about training, leadership, and making a difference, we’d love to hear from you.
