About the Role: As a Clinical Operations Lead at Honor, you will play a critical role in fostering a safe and supportive care environment for both clients and Care Pros. This position requires a proactive, solution-oriented leader who thrives in a fast-paced environment and is comfortable navigating change. You will be responsible for monitoring safety escalations, assessing clinical risks, and collaborating with key stakeholders—including partners, local franchise teams, and internal operational leaders—to uphold the highest standards of care and safety.

Leveraging your clinical expertise, independent decision-making, and ability to manage competing priorities, you will provide real-time guidance, evaluate incident severity, and drive effective interventions. Additionally, you will review and enhance care plans, ensuring comprehensive support for clients while equipping Care Pros with the resources they need to succeed.

Key Responsibilities:

1. Safety Monitoring & Incident Triage:
• 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.
2. Care Plan Evaluation & Improvement
• Independently review and assess client care plans to identify gaps and ensure Care Pros are fully prepared for each client’s unique needs.
• Generate recommendations for improvement based on client conditions and care requirements.
• Conduct comprehensive reassessments via phone to proactively address evolving care needs.
• Work cross-functionally with care teams to develop actionable solutions for complex care challenges
3. Collaborative Care Support:
• Complete skill assessments for Care Pros to ensure they meet required standards and are fully prepared for their roles.
• Provide consultative support to internal teams, franchise owners, and operational leaders on complex care situations, acting as a liaison between Trust & Safety and Operations to guide Client Managers, Regional General Managers, and key stakeholders in managing high-need client cases and clinical risk.
• As needed, deliver targeted training and education to Care Pros and internal teams to reinforce clinical best practices, safety protocols, and risk mitigation strategies.
4. Documentation:
• Maintain accurate, detailed, and timely records of incidents, and resolutions to ensure transparency, accountability, and adherence to best practices.
• Ensure confidentiality and discretion when handling sensitive case details, safeguarding all records in accordance with privacy policies and regulatory requirements.
• Relay factual, neutral, and objective case details to franchise owners and key stakeholders, ensuring clear, unbiased communication while upholding Trust & Safety integrity.
• Collaborate with cross-functional teams to refine safety protocols, enhance investigative practices, and ensure consistency in incident reporting and response.

Key Competencies:

• Independent & Decisive: Confident in making quick, high-stakes decisions without hesitation.
• Strong Multi-Tasker: Capable of managing multiple, simultaneous escalations while maintaining accuracy and efficiency.
• Proactive & Adaptable: Thrives in a fast-paced environment, embraces change, and stays ahead of evolving challenges.
• Collaborative & Engaging: Works effectively with internal teams, partners, and local franchise teams to drive solutions.
• Client-Centric Mindset: Prioritizes the safety and well-being of clients and Care Pros in all decision-making.
• 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.

Qualifications:

• 3+ years of experience in emergency services, clinical care, nursing, or related healthcare fields.
• RN or LVN qualification required.
• Experience with elderly care, including ALF, SNF, MCU, or hospice clients.
• Proficiency in workplace communication tools (Google Docs, Sheets, Slack).
• Strong decision-making skills and emotional discipline.
• Excellent communication and interpersonal skills, with a focus on empathy and understanding.
• Exceptional time management skills, with the ability to triage and prioritize multiple incidents concurrently.
• Comfortable with technology and fast-paced environments.

About Honor: Honor provides care for elderly adults in their homes across the country, ensuring a safe and reliable care experience for clients and a secure work environment for caregivers. This role embodies Honor’s commitment to operational excellence, trust, and delivering high-quality care to all stakeholders.