Clinical Operations & Agency Administrator - Greensboro/Burlington, North Carolina

We are seeking a dedicated Clinical Operations & Agency Administrator to join our Home Instead team. This hybrid role combines clinical leadership, training, and regulatory oversight, offering a unique opportunity for healthcare professionals passionate about safety, care quality, and community impact. You will dedicate 30% - 40% of your time to delivering in-person Care Pro training and skill assessments and completing annual in-home supervisory visits as required for state licensure. When you are not in the field with Care Pros, you will leverage your clinical expertise to provide virtual triage and support for safety escalations and client care plan reviews. This position will serve as our alternate agency administrator. With flexibility for remote work when not conducting in-person visits or training, this position offers a meaningful transition from traditional hospital settings into a mission-driven, innovative home care environment.

Responsibilities

Safety Monitoring & Incident Triage:

Foster a safe and supportive care environment for clients and Care Pros by providing virtual escalations coverage when not delivering state-required training, skilling and supervisory activities, 2-3 days per week or additional as needed.

• Independently assess risks, triage multiple Trust & Safety channels (phone, Slack), and make immediate decisions on escalation pathways, engaging emergency services or higher-level interventions when necessary.
• Quickly evaluate incident severity through interviews, care notes, and collaboration with operational teams, applying critical thinking and sound judgment to ensure swift, informed decision-making.
• Communicate effectively with individuals in distress, maintaining composure and control in high-pressure situations while providing real-time critical support to internal teams and franchise partners.
• Manage multiple concurrent escalations with urgency and precision, working closely with partners and franchise teams to align on incident response strategies and uphold operational integrity.

Review client care plans, independently identifying critical information gaps and inconsistencies; Generate recommendations for improvement based on client conditions and care requirements, and collaborate with Field team members and local agency partners to implement.

Care Pro Training & Development

Care Pro Training and Development: As required by state licensure, deliver new hire and annual in-person training and skill assessments, and complete annual in-home supervisory visits. Ensure compliance with state regulations and foster a culture of excellence in delivering exceptional client care. As needed, deliver periodic upskilling training sessions, virtually and in-person, and complete skills validation checks and reassessments to ensure our Care Pros meet the needs of our growing client base.Care Pro Observation: Ensure the highest standards of care are met by conducting annual in-home supervisory visits, delivering Care Pro feedback as needed, and supporting ongoing competency development for Care Pros.

Compliance Oversight

• Ensure Regulatory Compliance: Ensure required trainings and skills validations are delivered in compliance with state requirements. Maintain accurate records, oversee required certifications/licensures, submit necessary reports, and stay current with regulatory changes.
• Agency Operations: Provide administrative oversight for care delivery and serve as an alternate agency administrator for local franchise offices.
• Audit support: Provide in-person support as primary liaison between Honor Home Instead and regulatory agencies during state licensure audits as needed.

Competencies

In this role, you will serve as the in-person contact and face of the company to our Care Pros and local franchise offices. Someone successful in this role is not only skilled at providing hands on care themselves, but also has the following competencies:

• Enjoys training and preparing Care Pros for success on their first visit and over their career as a caregiver.
• Excellent verbal communication skills. Is comfortable delivering both positive and constructive feedback and providing personalized coaching or hands on training to improve Care Pros skills and ability to provide great client care.
• Composed Under Pressure: Maintains sound judgment, clear thinking, and a calm demeanor in high-intensity situations.
• Critical Decision-Making: Expert at assessing complex situations, weighing risks and benefits, and making informed decisions that balance urgency, safety, and long-term impact.
• Confident in making quick, high-stakes decisions without hesitation
• Flexible and creative problem-solver, always thinking with a client-oriented mentality.
• Strong Multi-Tasker: Capable of managing multiple, simultaneous escalations while maintaining accuracy and efficiency.

Qualifications

• Valid North Carolina license as a Registered Nurse.
• Experience in training and evaluation of care providers, precepting, or other training.
• Minimum of two years of direct healthcare experience, with at least one year in a supervisory or administrative role in home health care.
• Bachelor's Degree; 3 years nursing experience, with at least 1 year acute care setting preferred; or equivalent combination of education and experience.
• Experience with elderly care, including ALF, SNF, MCU, or hospice clients preferred
• Strong understanding of regulatory standards.
• Excellent communication, decision-making, and problem-solving skills.
• Ability to work independently and maintain flexibility for site visits and occasional evenings/weekends.
• Passion for our mission and quality of care for the senior community.

Additional Requirements of the Role:

• Willing and able to commute in the Greensboro/Burlington market and surrounding areas 3-4x days per week with the flexibility and availability to occasional work evenings or weekends to conduct annual evaluations of Care Pros who may only work with clients during those times.
• Ability to periodically provide evening and weekend virtual escalations coverage; advanced notice will always be provided.