New Market Operations Director

Make a lasting impact with Agrace

Join Agrace, a nationally recognized nonprofit leader in hospice and palliative care. If you are looking for a position that helps support meaningful, patient-centered care, this is your opportunity to make a difference!

How You’ll Make a Difference (Essential Functions)

The Director, New Market Operations, is responsible for all aspects of Agrace Supportive Care and Homecare hospice operations in new geographic markets. The Director is both a leader and a “doer” excelling at people management and customer service. The Director is responsible for directing their team and maintaining accountability for quality outcomes, financial performance and the overall growth and development of the team, from a personnel and geographic growth perspective. The Director will launch and oversee operations in new markets until the market evolves to achieve growth and service delivery goals. While ensuring their team’s adherence to all state and federal regulations, applicable policies and procedures, the Director, New Market Operations will direct their team toward reaching the organization’s goals through driving quality and service excellence initiatives, ensuring continuous quality improvement and high levels of patient/family and partner satisfaction. The Director, New Market Operations will participate as a member of Agrace’s Leadership’s Council.

Key Responsibilities

• Coordination and Delivery of Home Hospice and Supportive Care Services
  • Responsible for directing all direct and indirect services provided by team.
  • Direct auditing and monitoring functions of the team, direct plans for improvement and work with managers to ensure staff accountability to audit results.  
  • Provide leadership to and development of team members and managers by communicating expectations and maintaining accountability for established standards and adherence to clinical policies, procedures and ensuring compliance with state and federal regulations. 
  • Ensure clinical staff provide quality and consistent services in a cost-effective and efficient manner while maintaining regulatory compliance and practice within the scope of their discipline. 
  • Ensure allocation of staff and services to meet patient/family needs using established business models.  
  • Participate in strategic planning process which will include the development of agency (AOP) and departmental annual operating plan (d-AOP).
  • Collaborate with Chief Operating Officer to ensure consistency across legacy and new markets, where appropriate, and to plan for a seamless transition of new market operations to the COO and their team once the markets have reached maturation.
• Management of Staff and Employee Engagement
  • Hire, train, lead, and retain clinical leadership staff. 
  • Assess Team Manager(s) performance and provide feedback, coaching or correction.
  • In collaboration with team manager(s) and engagement, develop and direct engagement plans to ensure high levels of engagement from members of the team.
• Support geographic expansion and growth within new markets
  • In partnership with the Director of Sales and the Director of Market Research and Implementation, Build and strengthen relationships with leaders at partnering and key referral organizations and the community at large, to understand needs, provide education, and improve access to Agrace services, and communicate changes to appropriate stakeholders.
  • Teach staff to create partnerships, recognize business development opportunities and actively participate in outreach activities that increase awareness and improve access to Agrace services.
• Quality and Service
  • Lead continuous improvement efforts for all Homecare and Supportive Care clinical operations of the team.
  • Collaborate with Quality and Clinical Education teams to create a culture of quality and drive quality improvement and Quality Assurance Performance Improvement (QAPI) measures.
  • Participate in QAPI meetings, workgroups and initiatives. 
  • Proactively work with team members to address patient/family/partner concerns.
  • Analyze satisfaction survey data and collaborate with appropriate stakeholders, to develop, implement, and audit action plans to address key drivers of patient, family, and partner satisfaction.
• Financial Performance  
  • Monitor team financial performance. Identify the underlying cause of financial performance variance and take corrective action to ensure that operations are within budget.
  • Interprets operational indicators to detect census changes and fluctuations in volume that could impact staffing levels, revenues or expenses.
• Other Duties  
  • Participate in internal work groups, meetings and committees relative to position responsibilities.

You Bring (Qualifications)

• Bachelor’s degree with clinical background, required; Master’s preferred
• Current, unrestricted Wisconsin RN license or SW license
• Hospice and Palliative Care certification within one year of employment
• Seven or more years clinical leadership and/or a healthcare administrative role, required; hospice environment, preferred
• Five years progressively responsible supervisory experience
• Valid driver’s license, auto insurance, and access to a reliable vehicle
• Knowledge of and experience with health care delivery systems, policies, accreditation standards, laws,
• regulations and reimbursement practices required; hospice-specific knowledge and experience, preferred.
• Experience conceiving, designing, developing, executing and maintaining project plans and administrative policies and procedures for compliance with regulations.
• Experience in project management, strategic planning and execution, budgeting, and controlling costs
• Good communication and interpersonal skills capable of maintaining successful relationships
• Ability to communicate financial/business/technical/clinical information to all levels within and outside the organization including group presentation skills. 
• Intermediate Microsoft Office Suite skills
• Ability to work effectively and cooperatively with others
• Experience using electronic health record software 
• Ability to use proper body mechanics and standard precautions
• Ability to be flexible in time and task to meet organizational needs

Benefits

• Competitive pay with free parking
• Health, dental, and vision insurance for employees who are hired for 28+ hours per week (.7 FTE +)
• Retirement plans with employer matching
• Generous Paid Time Off (PTO) and holiday paid time off
• Comprehensive onboarding, mentorship, and career development

About Agrace

For more than 45 years, Agrace has been an innovator and leader in both caring for patients and their families, and in educating others about death, dying and grief. We are the largest hospice provider in Wisconsin. Well known for end-of-life care, Agrace also serves people across southern Wisconsin who are aging, seriously ill or grieving. 

At Agrace we are strengthened by the unique experiences, cultures and traditions of our staff, patients and clients.

Together, we pursue a vision in which every Agrace staff member is treated fairly, and every patient and client experiences the respectful, individualized care they need and deserve.

We foster a culture of belonging that celebrates people’s uniqueness and leads to meaningful, empathetic connections.

Agrace Health Inc is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.