Branch Manager

About the Company: Aging with Comfort is a leading provider of non-medical home care and IDD support services. Since our establishment in 2014, we have earned the trust and affection of our participants and caregivers by delivering quality care for their loved ones.

We are seeking an accomplished Branch Manager to lead our new Wilmington, Delaware office. The ideal candidate will be an experienced Home Care professional with a demonstrated commitment to service excellence and a strong interest in establishing and expanding our presence within this emerging region.

Title: Branch Manager

Location: Wilmington, DE

Reports to: Vice President of Operations

Salary Range: $65,000-80,000/yr. Generous Incentive Compensation Structure

Position Summary:

The Branch Manager is the primary leader and hands-on operator of Aging with Comfort’s Wilmington, Delaware office. This role requires the Branch Manager to personally perform key responsibilities—including care coordination, care management, intake/onboarding, and community outreach—while also overseeing overall branch performance. Although this is a highly involved, working‑manager position, you will have support teams across the organization to assist with daily operations, compliance, scheduling, and onboarding tasks. As the Wilmington location grows, the Branch Manager will be responsible for building and developing a local team to gradually take on these responsibilities and support the continued expansion of the branch.

Key Responsibilities:

Branch Operations & Leadership

• Oversee and personally participate in daily branch operations to ensure smooth and compliant service delivery.

• Maintain and improve workflows for scheduling, onboarding, care management, and documentation.

• Track branch performance metrics including service hours, staffing levels, client satisfaction, and growth indicators.

• Resolve operational issues, service gaps, and urgent coverage needs promptly.

• Foster a professional, mission driven, and collaborative branch culture.

Community Outreach, Referrals & Partnerships (Outreach Responsibilities)

-Community Engagement

• Attend and host events in residential buildings, senior housing, and community centers.

• Participate in health fairs, food drives, wellness events, and resource distributions.

• Maintain a consistent, trusted presence in the Wilmington community to increase awareness of home care services.

-Referral Network Development

• Build and maintain strong relationships with Supports Coordinators, Case Managers, physician offices, rehabilitation centers, hospitals, and pharmacists.

• Serve as a responsive partner for professionals seeking timely home care support.

-Partnership Building

• Develop relationships with state and local elected officials, County Assistance Offices, medical alert companies, DME providers, and local nonprofits.

• Coordinate joint events, educational sessions, and outreach initiatives.

-Client Identification & Enrollment Support

• Identify adults who may benefit from home care services through community interactions and referrals.

• Personally support individuals through the enrollment process.

• Track outreach activities, referral outcomes, and partnership engagement.

Compliance, Quality & Reporting

• Ensure all client and caregiver files meet Delaware regulatory and agency standards.

• Conduct internal audits and implement corrective actions when needed.

• Maintain readiness for state inspections and payer reviews.

• Monitor service quality and documentation accuracy.

• Prepare branch performance reports for senior leadership.

Financial & Growth Accountability

• Monitor authorized hours vs. delivered hours; minimize missed visits and unbilled time.

• Drive branch growth through outreach, referrals, and excellent service delivery.

• Manage staffing costs and operational expenses responsibly.

• Work toward branch goals tied to growth, quality, and efficiency.

Care Coordination & Scheduling (Care Coordinator Responsibilities)

• Create and manage caregiver schedules to ensure all authorized hours are covered.

• Respond quickly to call outs, no shows, and schedule changes; secure backup coverage.

• Maintain communication with caregivers regarding schedules, expectations, and client updates.

• Track attendance, performance, and compliance of caregivers; follow up on issues as needed.

• Keep agency systems updated with accurate schedules, notes, and documentation.

• Provide excellent customer service to clients and families regarding scheduling and service concerns.

Care Management & Client Services (Care Manager Responsibilities)

• Manage an active caseload of clients, ensuring services align with care plans and program requirements.

• Participate in or coordinate initial assessments and ongoing reassessments.

• Monitor changes in client condition and adjust care or staffing accordingly.

• Communicate with Supports Coordinators, Case Managers, and healthcare professionals to ensure continuity of care.

• Address client concerns, grievances, and escalations with urgency and professionalism.

• Maintain accurate, timely case notes and documentation for compliance and audits.

Intake, Onboarding & Enrollment (Intake/Onboarding Responsibilities)

• Handle incoming referrals and inquiries; guide individuals and families through the intake process.

• Assist clients with required documentation and enrollment steps for Delaware home care programs.

• Conduct caregiver interviews, screenings, background checks, and credential verification.

• Ensure all caregiver and client files are complete, compliant, and audit ready.

• Coordinate or deliver caregiver orientation and required training.

• Maintain organized, up to date onboarding and intake records.

Qualifications:

• Experience in home care, home health, social services, or a related healthcare field required.

• Hands on experience in care coordination, case management, intake/onboarding, or community outreach strongly preferred.

• Strong organizational, scheduling, and communication skills.

• Ability to manage multiple priorities in a fast paced environment.

• Knowledge of Delaware home care regulations is strongly preferred.

• Bachelor’s degree preferred (healthcare, social services, or related field).

• Valid driver’s license and reliable transportation required.