General Manager

For nearly 20 years, TheKey has helped clients achieve successful long-term aging at home with comprehensive, concierge-based care. Ensuring the dignity, safety, and independence of its clients, TheKey is committed to changing how the world lives and ages at home. Employee-teams get the training, resources, and support they need to deliver an exceptional care experience for clients and their families. Founded in Silicon Valley, TheKey has grown from a single location to service coverage throughout North America enabling clients to live life on their own terms, in their own homes.

Take Ownership of and Build a Branch for the Nation’s Leading Provider of Care in the Home

Are you a dynamic people leader who is eager to impact a branch by driving growth and making a positive difference in the healthcare world? If this sounds like you, consider joining the team as a General Manager for Grand Strand at TheKey. This is a role with exciting opportunities and the ability to help expand our business. Consider just a few of the advantages of this role:

• You will make a visible impact as you manage growth and ensure that we have the client and caregiver pipelines to support future growth. This is an excellent role for a confident go-getter who is energized by a changing and complex environment with a lot of moving parts.

• As a mission-driven organization, you will enjoy the satisfaction, autonomy and fulfillment that comes with knowing that you are positively influencing our patients, caregivers and community as a whole. We are proud of our supportive and inspirational leadership group and unique culture, and we will look to you to continue to cultivate and foster this positive, transparent and “people-first” environment within your assigned area. We have high but reasonable standards and you’ll be working with a team of exceptional professionals.

• Pivotal to your success will be your ability to establish credibility and build trusted relationships with a variety of stakeholders including referral partners, colleagues, clients, caregivers, and other key contacts.

As the General Manager, you will be responsible for the following key areas:

• Managing growth and ensuring that we have the client and caregiver pipelines to support future growth

• Displaying strong people management skills

• Supporting and managing all phases of the operation including sales, client care / customer service, staffing / logistics, recruitment, operations / compliance

• Owning P&L, including the ability to manage margins and make financial decisions

We’re looking for a leader with a background managing high-functioning teams in the healthcare industry. The ideal candidate will have experience managing diverse teams where most individuals are hands-on or clinical. This is a role that will require exemplary strength in hiring, recruitment, and people relations. You’ll ensure that we have the talent and team culture in place on a local level, own the training and professional development of team members and smooth functioning between departments

Additionally, it’s important to note that you will need to be hands-on with high profile clients and referral sources, and be prepared to manage high importance client and caregiver issues. You can expect to spend 60-70% performing hands-on work related to referral sources and clients and 30-40% on people and process management.
 

Role Specifics

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. More specifically, your essential duties and responsibilities will include:

• Building an expertise in every phase of TheKey operations, starting from client management and caregiver team recruitment and development to staffing operations, human resources, client acquisition and lead intake, client care management, and referral marketing

• Creating and sustaining relationships with key partners to build brand awareness and generate new clients for TheKey

• Responding to new inquiries and performing assessments with prospective clients, addressing their questions and concerns, building relationships with their families and converting them into TheKey clients

• Improving client retention by implementing strong processes and oversight, to ensure strong relationships with all clients, including regular visits and re-assessments, family & POA communications and regular client interaction to ensure the ongoing client satisfaction

• Overseeing day-to-day operations of the office which may include facilities issues or emergencies, identification of new office space, liaison with property managers, etc.

• Contributing to our strategic plans, roadmaps, and goals for their assigned market, as well as additional territories that may be identified as potential development

• Understanding our competitors and the professionals in the local industry, helping us lead the competitive landscape, identifying potential ways for us to further build out our team by identifying high-potential talent

• Leading or supporting the recruitment, training and development of new team members

• Providing after-hours support for partners, prospective and current clients (including evenings and weekends)

• Implementing our price points for client billing and ensuring alignment on the caregiver payroll to allow for a 50% margin on new business

• Assisting our billing team to ensure client accounts are up-to-date and communicating with families and/or financial managers as needed for collections issues

• Additional duties and responsibilities as may be assigned by your supervisor

The Ideal Candidate

The requirements listed below are representative of the knowledge, skill, and/or ability required. To be a good fit for this opportunity you will also have:

• Bachelor’s Degree in business, health care management or related profession from an accredited university desired; relevant professional experience may substitute

• MBA or related graduate degree preferred

• Three to 5 years’ experience as a manager of team of 5 or more employees preferably in health care, elder care, social work or related industry

• Strong people management experience

• Excellent customer service and supervisory skills

• Computer proficiency and ability to document timely and accurate notes in systems related to client visits

• Current driver’s license and proof of insurance

Leadership Competencies:

• Emotional Intelligence – namely, self-aware, self-management, motivation, empathy, integrity, social skills, and well-placed boundaries

• Leadership presence, managerial courage and accountable

• Strong and meaningful relationship building skills and communication abilities

• The ability to navigate through various stressors and challenges

• Humility and authenticity

• Organizational agility – innovative and responsive

• The ability to partner with others to create trust, rapport and respect

• Sense of community

• Compassion

Success Factors

To excel in this role, you will need to be adaptable, flexible and able to view the business from the big picture. At the same time, we’re seeking a hands-on GM who isn’t afraid to get down into the weeds and work to understand every detail and nuance of the business -- from recruiting and staffing to client care and sales. You’ll need strong leadership chops to directly manage all non-sales team members in the office, and co-manage the sales team.

It’s also important to touch on the nature of the home healthcare world. We are in the business of helping others and sometimes crisis situations occur after-hours. We’ll need you to be responsive and able to act with a sense of urgency. We’re proud of our ego-less culture where we all work for the common good. At the end of the day we’re taking care of our senior community, to truly find success here you’ll need to be passionate about our cause and compassionate for the work we do day in and day out.

TheKey is consistently recognized as a first-in-class service company. Here’s a small sampling of a few of our many accolades:

INC Hire Power Awards

• The INC Hire Power Awards recognize companies with impressive job growth, contributing to our overall economy.

Innovations in Healthcare℠ ABBY Awards

• The Adaptive Business Leaders (ABL) Organization recognized TheKey as a semi-finalist for their innovative brain health program, the Cognitive Therapeutics Method™.

Alzheimer's Association, Alzheimer's Workplace Alliance

• As an AWA Corporate Champion, TheKey proudly educates, supports, and provides tools for staff, clients, and professional contacts as they learn about, research and care for individuals affected by Alzheimer's Disease.

EY Entrepreneur of the Year, Lily Sarafan

• Every year, the professional services firm, Ernst & Young recognizes top entrepreneurs who create services and products that help our economy and communities grow. TheKey’s Executive Chair, Lily Sarafan, received the 2016 EY Entrepreneur Of The Year® Award in the Northern California region.

Parkinson's Foundation

• People living with Parkinson's disease can now have the latest care recommendations incorporated into their personal care plans thanks to a partnership between TheKey, North America's leading provider of in-home care for seniors, and the Parkinson's Foundation. TheKey care teams, including the highly trained and credentialed experts who coordinate services for seniors and their families, can now incorporate the foundation's latest research into customized care plans for clients with Parkinson's.

Career Growth Potential

History shows that if you invest in your role at TheKey, we'll invest in your career. In this role, you'll be able to showcase not only your leadership expertise but also your team building skills and ability to deliver results -- all characteristics we identify in potential candidates when advancement opportunities arise. In fact, given our strong growth, we hire with an eye to the future, looking for people with career runway and a desire to grow their careers.
 

Our People and Culture

Our services are distinguished by the caliber of our caregivers, the responsiveness of our staff and our expertise in home care. Our team members embrace a positive, balanced approach to aging centered on the evolving needs of older adults. Our mission is to be the premier partner of choice for families seeking personalized, dignified care for their aging loved ones. We champion the well-being of our clients, deliver peace of mind to their families, and instill pride of purpose in our care teams, every day.
 

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Benefits for full time employees

• Medical/Dental/Vision Insurance
• TouchCare VirtualCare
• Life Insurance
• Health Savings Account
• Flexible Spending Account
• 401(k) Matching
• Employee Assistance Program
• PTO Plan for Non-Exempt Employees
• Flexible PTO Plan for Exempt Employees
• Holidays and Floating Holidays
• Pet Insurance
   

TheKey is an equal opportunity employer. TheKey prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, age, national origin, disability status, protected veteran status, or any other characteristic protected by law.

California Residents Only:

In accordance with Article 2 of the California Health and Safety Code - California Community Care Facilities Act, TheKey requires timely and accurate positive fingerprint identification of California based applicants as a condition of employment. If an applicant has been convicted of a non-exemptible crime, and in compliance with all applicable state and local laws, their conditional offer will be rescinded.

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