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Operations

• 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.

Director, Caregiver Time & Attendance Operations