Regional Manager

Vitra Health is a mission-driven healthcare organization committed to improving quality of life for individuals and families across Massachusetts. Through home- and community-based services, Vitra supports aging adults, people with disabilities, and individuals with complex care needs. Registered Nurses, Licensed Practical Nurses, Care Managers and Community Support Specialists work with regional leaders and support departments to provide compassionate, personalized and dignified care.

The Regional Manager provides hands-on operational and field leadership for one or more assigned regions. This position is responsible for overseeing Registered Nurses (RNs), Licensed Practical Nurses (LPNs), Case Managers (CMs), and Community Support Specialists (CSSs), while ensuring high-quality service delivery, regulatory compliance, staff development, client and caregiver satisfaction, and operational performance.The Regional Manager conducts regular field visits, staff coaching, quality reviews, and performance monitoring to support organizational goals and ensure consistent implementation of Vitra Health policies, procedures, and standards.

Key Responsibilities

• Lead daily operations across assigned regions and provide cross-regional coverage as needed.
• Conduct regular client and caregiver visits, field observations, staff shadowing, satisfaction assessments, and service-quality reviews.
• Document findings and follow-up actions resulting from shadowing, coaching, training, and direct observation activities.
• Monitor caseloads, staffing capacity, travel efficiency, productivity, service delivery, and regional performance indicators.
• Identify service gaps and implement corrective actions in collaboration with the Regional Director.
• Ensure consistent implementation of organizational policies, procedures, and operational standards.

• Directly supervise, coach, evaluate, and develop RNs, LPNs, CMs, and CSSs.
• Conduct onboarding, field training, competency observations, shadowing activities, and follow-up coaching.
• Establish and maintain expectations regarding responsiveness, documentation, productivity, visit completion, and professional conduct.
• Review and approve employee timecards, submitted hours, and time-off requests while ensuring adequate staffing coverage.
• Address employee performance concerns and support retention initiatives in partnership with Human Resources and Recruiting.
• Coordinate with clinical leadership regarding clinical oversight and duties reserved for licensed personnel.

• Conduct client and caregiver support visits to assess needs, evaluate service quality, and address concerns.
• Proactively intervene in complaints, caregiver challenges, and at-risk cases to support service retention.
• Assist caregivers with portal access, caregiver logs, and related technical issues by collaborating with internal support teams.
• Provide caregivers with education, resources, and ongoing support.
• Review client environments, qualified-setting requirements, home preparedness, and adherence to care plans.

• Collaborate with Scheduling and Care Teams to ensure timely completion of assessments, reassessments, visits, and follow-up services.
• Identify and resolve missed, delayed, or incomplete visits.
• Ensure compliance with MassHealth AFC and GAFC requirements, organizational policies, and documentation standards.
• Monitor caregiver log collection, review, accuracy, and completion.
• Hold team members accountable for timely follow-up regarding missing or incomplete documentation.
• Monitor assessments, care plans, physician orders, renewals, and required supporting documentation.
• Escalate safety incidents, hospitalizations, medication issues, changes in condition, and suspected abuse or neglect in accordance with policy.
• Facilitate multidisciplinary team (MDT) meetings, document action items, and track completion
• timelines.
• Support quality improvement initiatives, audit readiness activities, and NCQA accreditation efforts.

• Utilize Salesforce dashboards, reports, and performance metrics to monitor regional operations.
• Track key performance indicators related to productivity, compliance, satisfaction, retention, and service delivery.
• Maintain accurate records of client visits, shadowing activities, training efforts, corrective actions, and follow-up activities.
• Collaborate with Scheduling, Compliance, Care Access, Human Resources, Recruiting, Revenue Cycle, and Clinical Leadership teams.
• Provide leadership with updates regarding performance trends, operational risks, and improvement opportunities.
• Support internal audits, regulatory reviews, and organizational quality initiatives.

• Minimum of four (4) years of management or supervisory experience, preferably within healthcare, home care, or community-based services.
• Bachelor's degree required; Master's degree preferred.
• Experience in healthcare operations, case management, field leadership, or home- and community-based services preferred.
• Active Massachusetts RN or LPN license preferred but not required.
• Experience supervising multidisciplinary clinical and non-clinical teams preferred.
• Familiarity with MassHealth AFC and GAFC requirements preferred.
• Strong communication, customer service, training, analytical, organizational, and computer skills.
• Demonstrated ability to supervise staff, manage service quality, and coordinate multidisciplinary teams.
• Proficiency with Salesforce and other reporting systems.
• Valid driver's license, reliable transportation, and ability to travel regularly throughout assigned
• Massachusetts regions.

• Frequent travel throughout assigned regions, including visits to client homes and community settings with varying environmental conditions.
• Regular walking, standing, sitting, stair navigation, and use of computers and mobile devices.
• Ability to lift, carry, push, or pull equipment and supplies weighing up to 35 pounds.
• Compliance with applicable safety and infection-control procedures.
• Ability to respond effectively to changing schedules and operational priorities.
• Reasonable accommodations may be made to enable qualified individuals to perform essential job
• functions.