CARING HEARTS AGENCY

Regional Manager |

Job Description & Performance Expectations Department:

Operations & Business Development Reports to:

CEO / COO

Employment:

Full-time Territory:

Assigned Missouri regions

Travel:

Regular regional travel

POSITION SUMMARY

The Regional Manager provides hands-on leadership across assigned Caring Hearts Agency locations, ensuring compassionate, dependable home care, effective staffing, regulatory compliance, client satisfaction, and sustainable growth. The role combines multi-site operational oversight with active marketing, referral development, caregiver recruitment, and measurable business results. 1.

REGIONAL OPERATIONS MANAGEMENT

Oversee the day-to-day performance of assigned offices and service areas.

• Supervise office managers and case managers, administrative personnel, and other assigned employees.
• Monitor authorized services, caregiver schedules, missed visits, and coverage gaps; resolve issues promptly.
• Oversee timely billing, payroll review, timekeeping, and Electronic Visit Verification (EVV) corrections.
• Conduct office visits, operational reviews, team meetings, and corrective-action follow-up.
• Maintain responsive communication with clients, caregivers, staff, and executive leadership.

Performance expectation:

Reliable, organized operations with clear ownership and timely issue resolution. 2.

MARKETING & BUSINESS DEVELOPMENT

Personally lead regional outreach and convert relationships into qualified referrals and new clients.

• Create and execute a regional marketing and referral-growth plan with measurable weekly activity.
• Visit hospitals, rehabilitation centers, senior communities, social workers, case managers, and healthcare providers.
• Build relationships with VA medical centers and community care representatives, veteran groups, churches, senior centers, and community organizations.
• Promote applicable services including VA Homemaker/Home Health Aide, Consumer Directed Services (CDS), Medicaid In-Home, Private Duty, and Structured Family Caregiving.
• Represent Caring Hearts at community events, health fairs, networking opportunities, and recruitment events.
• Maintain a current referral-partner pipeline; document visits, follow-ups, referrals, and outcomes.
• Collaborate with leadership on outreach materials, market expansion, and partnership opportunities.

Performance expectation:

Consistent, proactive business development, not reliance on incoming referrals alone. 3.

CLIENT GROWTH & RETENTION

Increase active client volume while protecting service quality.

• Set and track regional referral, admission, retention, and service-start goals.
• Ensure rapid follow-up with prospective clients and referral partners; remove intake and staffing delays.
• Conduct client satisfaction checks, investigate complaints, and implement corrective action.
• Review client gains, discharges, cancellations, and underlying causes.

Performance expectation:

Measurable growth with strong client satisfaction and retention. 4.

CAREGIVER RECRUITMENT & STAFF DEVELOPMENT

Maintain a qualified, reliable workforce capable of supporting growth.

• Coordinate recruitment plans, hiring events, and partnerships with workforce programs and schools.
• Track applicant flow, onboarding, required documentation, training, and open shifts.
• Coach supervisors and caregivers; monitor performance, attendance, retention, and disciplinary follow-up.
• Identify staffing shortages before they interrupt client services.

Performance expectation:

Staffing capacity aligned with authorized hours and growth targets. 5.

COMPLIANCE & QUALITY ASSURANCE

Maintain adherence to applicable payer, state, federal, and agency requirements.

• Monitor applicable Missouri home care requirements, VA contract standards, Medicaid rules, HIPAA, and EVV.
• Review client and employee files, required screenings, training, documentation, and service records.
• Support audits, investigate incidents, escalate material risks, and document corrective actions.

Performance expectation:

Audit-ready operations and prompt correction of deficiencies. 6.

FINANCIAL OVERSIGHT

Improve regional financial performance without compromising quality.

• Track authorized versus delivered service hours and prevent avoidable missed-service revenue loss.
• Review billing exceptions, payroll discrepancies, overtime, staffing utilization, and office productivity.
• Recommend operational efficiencies and report performance trends to leadership.

Performance expectation:

Accurate records, prudent spending, and improved service utilization. 7.

LEADERSHIP & ACCOUNTABILITY

Build an accountable, professional team across all assigned locations.

• Set expectations, conduct regular check-ins, provide coaching, and follow through on corrective actions.
• Model responsiveness, sound judgment, confidentiality, teamwork, and respectful communication.
• Make timely decisions and escalate significant client safety, compliance, and staffing issues.

Performance expectation:

Regional teams operate effectively with appropriate executive oversight. 8.

REQUIRED REPORTING

Submit a concise weekly regional report to the CEO and COO covering:

Operations:

staffing gaps, missed visits, client issues, EVV, payroll, and billing concerns.

Marketing:

outreach contacts, visits, referral partners, new leads, follow-ups, and admissions.

Recruitment:

applicants, hires, onboarding progress, turnover, and open positions.

Results:

active clients, client gains/losses, key risks, corrective actions, and next-week priorities.

Performance expectation:

On-time weekly reports and a monthly regional performance review. 9.

PROPOSED KEY PERFORMANCE INDICATORS

Measure Initial proposed target Marketing outreach 10-15 meaningful contacts or visits weekly New referral partnerships 3-5 per month Client referrals and admissions Meet agreed regional monthly growth goals Client retention 90%+ excluding unavoidable discharges Client complaints Acknowledge within 1 business day EVV compliance 95%+ or stricter applicable payer standard Weekly reporting 100% on time Staff reviews Monthly performance check-ins Targets are starting benchmarks and may be adjusted for market size, program requirements, and agency priorities. 10.

REQUIRED QUALIFICATIONS

• 3-5 years of management experience; multi-site or home care leadership preferred.
• Associate or bachelor degree in business, healthcare administration, marketing, or related field preferred.
• Experience in community outreach, marketing, referral development, or business growth.
• Knowledge of Missouri Medicaid, VA community care, home care scheduling, and EVV preferred.
• Strong leadership, written and verbal communication, problem-solving, reporting, and Microsoft Office skills.
• Valid driver license, reliable transportation, and ability to travel in the assigned region.

11.

WORK SCHEDULE & PROFESSIONAL STANDARDS

Full-time role with periodic availability outside regular hours for urgent client or staffing concerns.

• Take ownership, communicate reliably, remain visible in the community, and protect confidentiality.
• Maintain professional relationships and represent Caring Hearts Agency positively.
• Support the agency mission of compassionate, dependable, high-quality care.

12.

SUGGESTED PERFORMANCE EVALUATION WEIGHTS

Marketing & Business Development:

30% |

Regional Operations:

25%

Client Growth & Retention:

20% |

Compliance & Quality:

15%

Financial Oversight & Reporting:

10%

Pay:

$41,600.00 per year

Benefits:

Referral program Application Question(s): 6. Why are you interested in this position specifically? (Short answer) 5. This role pays $41,600 per year. Does this align with your expectations? Yes /

No Education:

Associate (Preferred)

Experience:

Management:

1 year (Preferred) Home care: 1 year (Preferred)

Work Location:

In person