COO / General Manager

JOB DESCRIPTION

One of the most respected home health agencies in West Palm Beach,FL is a locally owned home health care business that has been locally owned and operated for 25 years. We’re proud of our warm, family-like work environment and dedication to providing excellent care to our patients.

We are looking for a high energy, experienced operator of growth companies to join our team as a Chief Operating Officer. This person will be responsible for the ongoing operations of the agency and ensure that the growth of the organization is done in a scalable and sustainable way. In addition to a robust managerial and operational background, the ideal candidate will also have a depth of experience making strategic financial decisions, including decisions surrounding the financing of growth.

To thrive in our culture, the ideal candidate will be low-ego, results-driven, risk-tolerant, personable, a clear thinker and communicator, and have a rigorous approach to solving the problems at hand. While this role is internally facing, it will also be a valued counterpart to our CEO on the management of marketing, sales, and strategy. The people side of the business and culture are vital in this role.

The COO’s team is currently at around 40 FTEs and is projected to grow. We are targeting brisk annual topline growth while improving both EBITDA, KPIs and maintaining target quality and employee satisfaction measures.

Candidate Competencies

Successful applicants will demonstrate the following characteristics:

• Servant Leadership: Practices servant leadership in his/her management style.


• Grit and Initiative: Willing to do whatever it takes to overcome challenges and obstacles. Can think of creative solutions to problems that appear to have none.


• Clear Communication: Able to clearly and concisely communicate complicated ideas through verbal, written, and digital means.


• Willingness to Learn: Does not feel the pressure to know the answer to every question but can apply robust thinking and an inquisitive attitude to learn what is necessary.


• Grace Under Pressure: Can prioritize decisions and activities for maximum impact even during stress and distraction.

Job Responsibilities

• To ensure that all patients and clients have a world-class experience.


• To ensure that the clinical team has all the resources necessary to maintain the highest performance outcomes.


• To allocate resources (people, money, and time) to facilitate continual improvements to operations and intelligent investments in new initiatives.


• To facilitate the continued sustainable growth of the agency.


• To develop the team to exhibit leadership, organization, growth mindsets, work ethic, and other attributes that are valuable to the agency and the people who work here.

Accountable Metrics:

The COO will be held accountable for achieving clear targets in the following metrics:

• Patient Experience


• Agency & Referral Source Experience


• Monitoring and Reporting of Success Rates by Patients


• Clinical and Medical Support Team Utilization


• Compliance to all applicable laws and regulations


• Cost per Visit


• Revenue per Visit


• Budget for New Initiatives


• Target EBITDA Margin


• Target Gross Margin


• Employee NPS


• Company Turnover


• Collection Rates

Job Activities:

• Achieve and maintain operational targets for patient experience and clinical productivity


• Minimize any negative impact from seasonality, cyclicality, etc.


• Anticipate coming bottlenecks, delays, and challenges before they impact operations.


• Ensure the necessary levels of communication, collaboration, and transparency among agency teams.


• Maintain a clear plan for hiring needs for the next 6 months.


• Ensure frequent communication with the finance and billing team to ensure continued on-budget operations.


• Identify opportunities for efficiency gains or increased organization to enhance operations and create actionable plans for implementing such changes.


• Rigorously assess the potential value of new initiatives and accurately project operational needs to pursue such initiatives.


• Identify the ideal means of financing of headcount, acquisitions, and other costs.


• Maintain and communicate clear goals throughout the organization on a quarterly basis, for both teams and individual team members.


• Invest in the personal development of direct reports and ensure that all team members have a supervisor setting goals and investing in their personal development.


• Develop and maintain a culture of transparency, feedback, and excellence among all team members.


• Protect team morale and culture to ensure teamwork and camaraderie.

Requirements / Preferences:

• Background managing managers and balancing high standards and accountability with autonomy and delegation.


• Experience with a customer-focused business that needs to provide a world-class experience.


• Familiarity with managing highly educated employees like nurses, physical therapists and doctors and an understanding of how to best motivate them.


• Robust financial knowledge, especially related to budgeting and forecasting, including the development of financial models.


• Proven exceptional level of organization and prioritization in an operational environment.


• Experience with resource planning and scaling operational capacity.


• Background in incremental operational improvements over a long period of time.


• Experience with overlapping new and old processes and ensuring smooth transitions for legacy employees.


• Experience balancing short term and long-term needs for process, personnel, etc.


• Background leading in a high-growth environment and navigating relevant changes to organizational infrastructure.


• Able to use the energy, vulnerability, and leadership skills to push culture forward.


• Experience ensuring continued focus on goals at an organizational and individual level.


• Able to set and ensure accountability for predetermined goals.


• Experience adhering to constantly changing and increasing regulation.

Qualifications

• 2+ years in a high-level management capacity with P+L responsibility.


• 4+ years of management experience.


• Advanced degree in business, finance, operations, or similar.


• Capable of building financial models and projections in Excel.

Benefits + Compensation:

• Competitive compensation, including performance bonuses.


• Health, dental, and vision insurance. Free-of-charge fertility preservation.

Job Type: Full-time

Salary: $80,000.00 to $100,000.00 /year

Additional Compensation:

• Bonuses

Benefits:

• Health insurance


• Dental insurance


• Vision insurance


• Retirement plan

• 2+ years in a high-level management capacity with P+L responsibility.


• 4+ years of management experience.


• Advanced degree in business, finance, operations, or similar.


• Capable of building financial models and projections in Excel.