Location Supervisor (Grand Rapids, MI)

Location Supervisor

☒Exempt ☐Nonexempt

Brief description

The Location Supervisor is responsible for overseeing the full scope of branch operations, including managing transaction cycles, controlling margins and expenses, and contributing to revenue goals. In addition to supervisory duties, the Location Supervisor also carries a regular workload, handling key administrative tasks such as triaging referrals, verifying insurance plans, scheduling technician routes, taking customer service calls, and managing patient accounts. The Supervisor ensures that all aspects of sales, service, delivery, and customer relations are executed effectively and in alignment with company standards and compliance requirements. This role supports the branch's success and profitability by driving operational excellence and maintaining high performance across teams, while assisting with quality improvements.

Reports to/Supervision Received

• Manager: Area Director of Operations
• Director Supervisor: Area Director of Operations
• Indirect Reporting Relationship: Region Vice President

Supervisory Responsibilities

• Directly supervises a team that includes technicians, warehouse personnel, and administrative support staff.
• Manage staff schedules, ensuring the branch is adequately staffed to meet operational needs.
• Support training initiatives, providing feedback and coaching to branch personnel.
• Collaborate with HR to address employee relations, staffing, and performance management.
• Foster a productive and positive work environment for all staff.

Essential Functions

• Oversee branch operations, managing transaction cycles, margins, expenses, and revenue goals, aligning with the organization's financial objectives.
• Carry a regular administrative workload, including triaging referrals, verifying insurance plans, scheduling technician routes, and managing both the creation and accuracy of patient accounts.
• Assist the sales team to enhance productivity and improve transaction cycles for optimal results.
• Supervise and manage scheduling, performance, and direct supervision of service and delivery teams, ensuring efficient order fulfillment and client delivery.
• Ensure customer service programs align with company standards, driving high client satisfaction.
• Ensure branch compliance with all company policies, as well as federal, state, and local regulations.
• Lead quality improvement initiatives within the branch, ensuring adherence to productivity and performance standards.
• Track and report key performance metrics to the Area Director and RVP, highlighting branch performance and improvement areas.
• Participate in final interviews for candidates and support the onboarding and training process to maintain staffing levels.
• Handle client concerns and resolve issues to ensure ongoing customer satisfaction at the branch level.
• Oversee the maintenance of branch facilities, vehicles, and other assets.
• Manage branch sales and rental inventories, ensuring cost-effective inventory control.
• Contribute to short- and long-term branch goals, operational procedures, and strategic plans.
• Monitor branch programs and operations, making improvements to enhance overall performance.
• Assist in developing annual budgets, ensuring branch financial direction aligns with company objectives.

Qualifications and requirements

• Minimum 3 years of supervisory experience, ideally within the healthcare industry or related sector.
• Strong operational and administrative background.
• Proficiency in Microsoft Office Suite.
• Basic understanding of P&L statements and financial profitability models.
• Strong decision making, organizational, and time management skills.
• Ability to communicate effectively with staff, customers, and external partners.
• Knowledge of federal, state, and local compliance regulations.

Competencies

• Ability to lead, motivate, and develop staff to achieve branch objectives.
• Strong team building and conflict resolution skills.
• Excellent verbal and written communication skills, with the ability to communicate across all levels of the organization.
• Skilled in optimizing operations to maintain efficiency and ensure high-quality standards.
• Solid understanding of financial performance metrics, including budgets and profitability.
• Ability to analyze data and make informed decisions that benefit the branch's success.
• Commitment to outstanding customer service.
• Ability to resolve client concerns with professionalism and tact.
• Proactive in identifying challenges and implementing solutions.
• Ability to adapt to changes in business needs and operations.
• Openness to continuous learning and development.

Physical Requirements

• Ability to work in a fast-paced environment.
• Occasionally required to lift objects weighing up to 25 pounds.
• Frequent standing, walking, and sitting.
• May be required to travel within the region as needed.

Discrimination based on race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, disability, age (40 or older) or genetic information (including family medical history) is illegal and will not be tolerated. In addition, we will provide reasonable accommodations (changes to the way things are normally done at work) to applicants and employees who need them for medical or religious reasons, as required by law.

Pay Range: $54,080 - $62,400 per year