Director of Private Duty Nursing Operations

Director of Private Duty Nursing (PDN) Operations

Position Summary

The Director of Private Duty Nursing Operations assumes primary responsibility for all daily operating procedures provided by Centria Private Duty Nursing Division. Direct, coordinate, and supervise all functions of operations team. Maintain compliance with federal and state regulations as they apply to the provision of the delivery of services. Ensure compliance with Agency Policy and Procedure. Monitor job performance and completion of evaluations and coaching of both internal and field staff members.

Duties and Responsibilities

• Manage a team of Client Service Managers and On Call Representatives who service new and existing complex clients, working cross functionally to deliver services in the agreed upon timeframe and according to client expectations.
• Lead internal collaboration sessions to ensure quality assurance and control during planning and implementation.
• Responsible for owning and resolving a wide range of standard and non-standard client requests and account issues.
• Propose and develop solutions cross functionally to solve non-standard client requests.
• Responsible for client satisfaction for a portfolio of clients measured via client surveys and other methodology.
• Understand clients service agreements.
• Collaborate with Case Managers, Discharge Planners, Attorneys, Physicians, and other stakeholders.
• Hold weekly one-on-one meetings with team to provide feedback and coaching.
• Ensure team KPIs are met and/or exceeded (new client acquisitions, margins, utilization, attrition, and budget performance).
• Educate and orient clients in Centria policies and procedures.
• Collaborate cross functionally with other functional teams.
• Demonstrate proper and prescribed use of Centria systems, tools, and processes (e.g., Agency Management Systems).
• Develop and maintain expertise on Centria products and services.
• Compliance with Centria’s Code of Conduct, policies and procedures, and Federal and State laws.

This role is responsible for:

• Leading and maintaining team members by interviewing, selecting, orienting, and training team members;
• Ensuring the daily functions of the department are completed by communicating job expectations; planning, monitoring, and appraising job results;
• Managing, coaching, and developing a high performing team that meets agreed objectives and which delivers best practice results, added value, and continuous improvements;
• Consistently promoting high standards through personal example and roll out through the team so that each member of the team understands the standards and behaviors expected of them.

Education & Experience

• Bachelor’s degree (required)
• Previous 2 to 6 years of managerial and/or healthcare experience

Work Experience

• Experience in a high pressure, customer facing role.
• Proven track record in building positive relationships with clients.
• Collaborative personality and able to build strong personal relationships.
• Highly organized, with attention to detail and a dedication to resolving issues.
• Calm and effective under pressure, remains professional in high stress situations.
• Able to plan, execute and manage high volumes of work.
• Excellent written and verbal English communication skills are essential.
• Requires strong analysis, judgment, negotiation, and problem-solving skills.
• Ability to communicate effectively, both oral and written, with internal and external stakeholders at multiple levels. 
• Professional demeanor and appearance;
• Demonstrate the ability and willingness to adapt to change as a result of growth in the company;
• Demonstrate flexibility with schedules and the ability to reprioritize quickly;
• Effective communication skills, both written and verbal, with internal and external stakeholders;
• Proven leadership and management skills;
• Ability to build rapport with team members, explain complicated information in an approachable and easily understood manner, effectively handle challenging phone conversations, and represent the Centria brand;
• Ability to organize, prioritize and handle multiple tasks, adhere to established deadlines, and produce work that consistently meets or exceeds team benchmarks;
• Results-driven with the aptitude to apply critical thinking skills and problem-solving;
• Proven adaptability with a willingness to work both collaboratively and individually to achieve desired business outcomes;
• Excellent interpersonal and listening skills;
• Demonstrated strong work ethic with attention to detail, accuracy, and quality;
• Established track record of generating error-free work.

Equipment and Technology

• Basic computer skills
• Working knowledge of laptop/desktop P.C.
• Proficiency in Microsoft Suite
• Proficiency in G Suite

Working Conditions & Physical Demands

• Centria's office hours are Monday through Friday from 8:30 AM – 5:00 PM.
• Additional time may be required to complete the above work or meet company objectives.