Help at Home

Procurement

• Oversee Help at Home’s real estate portfolio of 100+ locations, including leases, renewals, consolidations, relocations, and closures.
• Manage the relationship and KPIs of Cushman & Wakefield, including transaction management, portfolio administration, utilities, integrated facilities management, and vendor performance.
• Partner with Operations to analyze and support facilities plans.
• Partner with Operations and IT to ensure stable, efficient, and safe office environments.
• Partner with Accounting to ensure that all real estate locations are accurately reflected in NetSuite and that any changes (openings, closures, relocations) are communicated promptly to maintain data integrity across financial system.
• Monitor SLAs and ensure all customer service standards are met.
• Serve as the subject matter expert for all procurement processes and practices, including Coupa.
• Develop, document, and continuously improve procurement policies, procedures, and controls.
• Manage and monitor cost savings initiatives and spend analytics across the organization.
• Partner with Legal to ensure favorable contract terms and mitigate business risk.
• Negotiate with key vendors to drive cost efficiency and standardization across offices (e.g., professional services, supplies, maintenance, IT hardware).
• Maintain accuracy and compliance within the vendor master file and coordinate with Finance and Accounting to ensure streamlined Procure-to-Pay (P2P) processes.
• Conduct periodic business reviews with high-spend vendors to track service performance and cost optimization.
• Identify opportunities to consolidate vendors and simplify the sourcing landscape.
• Build strong partnerships across Operations, Finance, and Legal to align business priorities and procurement needs.
• Develop metrics and reporting dashboards to measure performance against cost savings, service quality, and compliance benchmarks.
• Lead change management initiatives to ensure adoption of new processes and tools.

Manager, Corporate Procurement – Facilities

Client Services Representative

• Develop and monitor appropriate care plans
• Serve as the primary liaison between clients, homecare aides, managers, referral sources, and others
• Maintain clients' files and related paperwork
• Ensure confidentiality of patient/client and agency information
• Assign homecare aides based on client's needs
• Provide coaching to caregivers and escalate concerns
• Communicate schedules and changes with clients and aides
• Conduct in-home visits with clients
• Prepare and submit departmental reports
• Record and maintain accurate documentation of client's conditions
• Address client complaints and document any significant issues
• Provide education and coaching on Plan of Care

Client Service Supervisor

Operations

• Effective management and leadership of a team of professionals responsible for market exploration and expansion.
• Execute the market development strategy within the assigned market.
• Analyze data to draw insights and forecast market trends.
• Collaborate with other departments in the organization to ensure alignment of objectives.
• Implement strategic plans to handle potential market challenges.
• Foster relationships with clients, suppliers, and other relevant entities.
• Evaluate departmental results against established objectives.
• Collaborate with Market Leadership to develop market real estate and community connection plan based on the overall strategic and tactical objectives.
• Project Manage office optimizations including new, relocations, consolidations, and closures.
• Collaborate with Operations & IT to ensure office stability.
• Support M&A activity to ensure appropriate support and integration of physical locations.

Market Development – Operations Manager

Call Center Representative

• Receives and handles incoming calls or escalated tickets from employees, clients, and other agencies, in a timely and professional manner.
• Identifies the nature of the inquiry or issue and provides accurate and appropriate resolution, guidance, or information to caller within established guidelines and procedures outlined in the playbook.
• Maintain accurate and detailed records of all calls, inquiries, and resolutions in the systems to ensure proper tracking and follow-up.
• Assist each market with a variety of internal inquiries including HR-related questions, IT support, policy clarification, benefits information, and other general inquiries as needed.
• Respond to initial incident reports, asking detailed questions to identify root causes of the issues.
• Coordinate urgent escalations and clinical inquiries based on client’s condition within each market.
• Demonstrate empathy, patience, and professionalism in all interactions.
• Assist with ticket management to ensure tickets are being assigned timely and fairly to other coordinators in the absence of a supervisor or team lead.
• Serve as a subject matter expert (SME) and support both internal team and BPO Partner(s) by offering guidance, best practices for resolving tickets and responding to teams’ inquiries.
• Collaborate with and aid other coordinators to escalate and resolve complex issues promptly, ensuring timely and satisfactory resolution.
• Upkeep the company's electronic health record system to ensure the provision of quality care and documentation of an accurate record of the company, client, and caregiver actions.
• Comply with company policies, confidentiality guidelines, and state specific regulations while handling caller information and data.
• Perform all other duties as required and assigned by the manager.

Senior Coordinator, Contact Center

• Lead in the development and execution of our automation strategy in support of delivering service and financial improvements across the organization.
• Partner with Operations and the Markets to identify a robust inventory of potential automation or technology supported processes and functions, overseeing the planning, coordination, and delivery of these items.
• Develop, in partnership with the IT program leadership, comprehensive program plans, including timelines, budgets, resource allocation, and risk management strategies.
• In partnership with Finance and Operations leaders, develop the business cost and opportunity statements for each identified project and ensure value is being delivered post deployment.
• Coordinate and oversee the execution of multiple projects within the program, ensuring interdependencies are identified and addressed.
• Establish and maintain effective communication and collaboration channels with cross-functional teams, stakeholders, and senior management.
• Monitor program progress, track key milestones, and proactively identify risks and issues, taking appropriate actions to mitigate their impact.
• Conduct regular program reviews and provide status updates to senior leadership and stakeholders, ensuring transparency and alignment.
• Foster a culture of teamwork, collaboration, and continuous improvement within the program team and across the organization.
• Collaborate with project managers to define project goals, deliverables, and success criteria, ensuring their integration within the overall program framework.
• Ensure effective change management strategies are implemented, supporting stakeholders through program transitions and adoption of new initiatives.
• Stay abreast of industry trends, emerging technologies, and best practices, identifying opportunities to drive innovation and improve program outcomes.

Director, Operations Automation and Efficiency

Manager

• Lead the day-to-day operations of Help at Home’s Contact Center ensuring high quality 24/7/365 support to clients, caregivers and partners.
• Lead a cross-functional, highly matrixed team to support incoming contact inquiries via multi-channel sources and conduct outbound contacts resolving issues in a one-contact approach.
• Provide day-to-day leadership and direction to internal and partner contact center employees across the enterprise.
• Develop, implement, communicate and manage towards achievement of KPIs for inbound, outbound and digital channels; publish weekly scorecards; create improvement action plans; hold internal and external parties accountable for performance standards.
• Create, maintain, implement standard operating procedures (SOPs-Playbooks); ensure team access to resources, training, coaching and feedback mechanisms.
• Create, implement and manage towards service level goals; coach and drive performance expectations and achievement of goals.
• Create a culture of performance improvement to optimize workflows and procedures for all channels.
• Monitor and ensure all interactions are captured in contact center tool with appropriate required details.
• Identify, communicate and partner on self-service opportunities, demand reduction initiatives and other methods to drive efficient service.
• Support actions to define, build and implement the “one contact” strategic pillars for the enterprise.
• Collect, analyze and interpret data and metrics from contact & ticket systems to provide insights and recommendations for enhancing satisfaction.
• Collaborate across functional lines for holistic solutions to improve operational efficiency.
• Respond to escalated support issues and escalate with leadership when needed; provide detailed and timely issue resolution and root cause summaries.
• Lead and manage team priorities and projects focused on process improvements that increase self-service, reduce ticket volumes, identify cost savings and recommend/implement policy or process changes.
• Support future acquisition integrations for support related activities and support new system implementations by leading application support activities.

Senior Manager, Contact Center

• Provide direct leadership and oversight to CTA Regional Managers, Supervisors, Leads, BPO partners, ensuring team performance and adherence to key operational metrics.
• Manage the execution of timekeeping operations, including resolution of shift exceptions, post-invoice corrections, and EVV compliance activities across all markets.
• Analyze operational data and trends to drive accountability, productivity, and consistent adherence to policies across markets.
• Collaborate cross-functionally with Market Operations, Payroll, Revenue Cycle Management (RCM), IT, and Compliance to ensure timely resolution of escalated issues and alignment on initiatives.
• Monitor and manage workforce coverage plans, staffing models, and shift optimization to support service level goals and business continuity.
• Lead process improvement initiatives to standardize workflows, enhance automation readiness, and maintain up-to-date SOPs and playbooks.
• Support implementation and execution of strategic department initiatives, including automation rollouts, technology enhancements, and payor compliance updates.
• Own and facilitate operational performance reviews, including metric deep dives and action planning with CTA Managers and frontline staff.
• Establish and maintain a high-performance culture through coaching, structured performance management, and team development.
• Serve as a key operational point of contact, providing updates to senior leadership and participating in strategic planning sessions.
• Conduct regular one-on-one meetings with team members to provide constructive feedback, recognize achievements, and address any performance gaps.
• Create and implement development plans tailored to individual team members, promoting skill enhancement and career progression.
• Foster a collaborative and positive work environment that encourages teamwork, innovation, and continuous improvement.