Buscar empleo: 100 ofertas de trabajo de customer service agent en Knoxville, Tennessee (agosto 2026)

Regional Director of Operations (RDO)

hace 20 días

Knoxville

Job Description Join our dynamic team as an RDO! Explore new opportunities and grow with us! Position Purpose: Guides the operations of the healthcare facilities in their region in accordance with local, state and federal regulations, standards and established policies and procedures to assist in providing appropriate care and services to residents Reports to: Chief Operations Officer Required Qualifications The RDO must possess: A valid, unrestricted Nursing Home Administrator’s license in the state. Bachelor’s degree in Health Administration preferred. Three (3) years of experience in a supervisory role in a hospital, nursing home, or other related health care facility preferred. Knowledgeable of skilled nursing home regulations, procedures, laws, regulations and guidelines pertaining to long-term care. Major Duties and Responsibilities Evaluates and makes recommendations regarding the overall operation of each facility as well as its programs and activities, in accordance with current state and federal laws and regulations. Evaluates and makes recommendations the facility’s programs and activities in accordance with guidelines issued by the governing body. Monitors the facility’s key performance indicators such as the Quality Assurance and Performance Improvement process throughout the facility. Evaluates key performance indicator outcomes to determine the need for action from leadership and/or management such as re-education or revisions related to the facility’s outcomes, regulatory compliance and/or customer satisfaction. Evaluates and makes recommendations regarding processes and systems to maintain the fiscal health of the facility. Monitors the census and occupancy management strategies for improved census and improved fiscal health for the facility. Leads and coordinates routine team meetings to discuss priorities and develop solutions with facility leaders such as census, collections, clinical health, survey readiness, customer service satisfaction, activity participation, etc. Develops and maintains positive relationships with residents, employees, and family members through positive interactions with them using face to face, phone, or other means of communication. Evaluates work performance of facility leadership and maintains accountability in concert with Human Resources for expected performance outcomes. May attend or participate in various committees of the facilities, as deemed necessary. Knows and understands general nursing practices and procedures, OBRA regulations, Code of Federal Regulations, Appendix PP State Operations Manual, reimbursement processes, Life Safety Code regulations, applicable labor relations laws, and all other regulatory entities that may apply. Understands, continues to learn, and teaches others about new CMS program initiatives such as value based purchasing programs like SNF-VBP, SNF-QRP, Quality Measures, Nursing Home Compare, Payroll Based Journal reporting, etc. Monitors each facility to ensure the delivery of compassionate quality care and services across an interdisciplinary team approach as evidenced by adequate, and competent facility staff, employee turnover, general cleanliness, physical plant condition, and optimal resident functioning-physically and psychosocially. Identifies and collaborates with facility leadership, physicians, consultants, and community agencies to identify opportunities for enhanced services and/or resolve issues. Recruits talented, qualified individuals in conjunction with Human Resources to fill facility leadership positions as a key factor in building and maintaining a strong and capable team. Performs rounds in each facility to observe residents and ensure overall needs are being met. Practices management by walking around. Knows employees and makes himself/herself available periodically on a routine basis across all three shifts to gain informal employee feedback. Conducts periodic observations of in-service education to ensure staff members delivering the education are competent with the knowledge and skill set required to accomplish employee learning. Promotes teamwork, mutual respect, and effective communication. Promotes positivity and active daily problem solving. Leads budget development with facility leadership. Reviews and interprets monthly financial statements and provides relevant information to the governing board. Makes written and oral reports/recommendations to the governing board concerning the operation of each facility. Evaluates facility readiness related to health inspection surveys, Occupational Safety and Health Administration (OSHA) surveys, and any other regulatory entity or requirement. Ensures follow up is completed with any “mock” survey issues identified in preparation for health surveys, OSHA surveys, and any other regulatory requirement. Ensures the each facility’s plan of correction response to any regulatory, inspection survey is completed, adequate, implemented and timely. Communicates directly with residents, medical and nursing staff, family members, department heads and members of the interdisciplinary team, as needed. Responds and resolves complaints and concerns when necessary. Monitors to minimize each facility’s risk through a team approach to achieve desired outcomes in customer service, key performance indicators, employee retention and other areas as identified. Coordinates and cooperates with the each facility’s liability insurance carrier and legal representative in the unfortunate event of litigation involving the facility. Reads and stays informed regarding regulatory, business practices and other changes influencing facility outcomes; thereby, facilitating continued success for all. Engages as a change agent for each facility when necessary. Monitors to ensure resident incidents and concerns that rise to a reportable event such as alleged abuse, neglect, mistreatment, misappropriation, etc. are reported to the correct entity within the stated regulatory requirement. Promotes and encourages an environment of trust among all employees related to the overarching goal of resident safety and abuse prevention. Promotes safe work practices, safety rules, and accident prevention procedures to prevent employee injury and illness. Delegates administrative authority, responsibility, and accountability to other personnel as necessary. Additional Tasks Treats all residents with dignity and respect. Promotes and protects all residents’ rights. Establishes a culture of compliance by adhering to all policies and procedures. Complies with standards of business conduct, and state/federal regulations and guidelines. Follows appropriate safety and hygiene measures at all times to protect residents and themselves. Maintains confidentiality of protected health information, including verbal, written, and electronic communications. Reports noncompliance with policies, procedures, regulations, or breaches in confidentiality to appropriate personnel. Reports any retaliation or discrimination to HR or compliance officer. Reports any allegations of abuse, neglect, misappropriation of property, exploitation, or mistreatment of residents to appropriate regulatory entities. Protects residents from abuse, and cooperates with all investigations. Reports any occupational exposures to blood, body fluids, infectious materials, and/or hazardous chemicals in accordance with facility policy. Reports work-related injuries and illnesses immediately. Follows established infection control policies and procedures. As a condition of employment, completes all assigned training and skills competency. Personal Skills and Traits Desired/ Physical Requirements/Working Conditions Ability to read, write, speak and understand the English language. Ability to deal tactfully with personnel, residents, family members, visitors, government agencies/personnel and the general public. Must have patience, tact, and willingness to deal with difficult residents, family and staff. Must not pose a threat to the health and safety of other individuals in the workplace. Must be able to move intermittently throughout the workday. Meets general health requirements according to facility policy, including medical and physical exams and checking immunity status to various infectious diseases. Ability to work beyond normal working hours and on weekends and holidays when necessary. Ability to assist in evacuation of residents during emergency situations. Ability to bend, stoop, kneel, crouch, perform overhead lifting and perform other common physical movements as needed for the position. May be subject to falls, burns from equipment, and/or odors throughout the day; encounter reactions from dust, tobacco smoke, disinfectants, and other air contaminants. Subject to exposure to infectious waste, diseases and/or conditions which include AIDS, Coronavirus, Hepatitis B, and Tuberculosis. May be subject to hostile or emotional residents, family members, visitors or personnel. Contributes to and exemplifies team work. Makes independent decisions when circumstances warrant such action. Possesses leadership, supervisory skills and willingness to work harmoniously with and supervise other personnel. Successfully follows oral and written instructions. Successfully relays information concerning residents, employees or any given subject matter. Willing to move intermittently throughout the workday. Willing to cope with the mental and emotional stress of the position. Communicates with medical, nursing staff, and all departments. Accepts call-backs during emergency conditions. Works in office and throughout the facility. Willing to work to task completion in spite of frequent interruptions. Works beyond 9-5pm (normal working hours). May work weekends, and holidays when necessary. On call 24 hours per day, 7 days per week. Benefits: Amazing Benefit Packages *We are proud to be an equal-opportunity employer.

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