Katie Schowengerdt

• Managed a 24/7 operations team of 60-80 people, including 5 people managers
• Managed the team through multiple organization changes for mission critical workflows, including hosting training sessions, monitoring individual performance, and providing real-time feedback to direct reports and cross-functional partners for rapid iterations and improvements to the product and process
• Oversaw and confirmed scheduling of all team members, including managing and mitigating overtime costs, approving time off, and confirming adequate station coverage at all times
• Supported onboarding new direct reports and team members, through coordinating and leading training sessions, coordinating onboarding schedules for new team members, and confirming workflow adherence and regular ongoing coaching of all new team members
• Implemented multiple systems for tracking and auditing team members' work, including daily and weekly audits, which other leaders adopted across the organization
• Coordinated across cross-department teams including product, engineering, IT, performance management, and Clinical Operations, to optimize communication and collaboration related to daily workflows

Managed 2 markets consisting of 5 partnerships, including 2 acquired franchises, and 3 partner agencies

• Supervised team of 6 people, including 3 Client Managers and 3 Care Pro Relationship Managers. This entails navigating people with a variety of schedules, providing daily and weekly coaching, and supporting team member's professional goals.
• Supported with onboarding new direct reports and peers, through shadowing and training sessions, planning onboarding schedules for new direct reports, and confirming workflow adherence
• Coached the team through multiple system changes for mission critical workflows, including hosting training sessions, monitoring individual performance, and providing real-time feedback to direct reports and cross-functional partners for rapid iterations and improvements to the product and process
• Supported the team through 2 implementations in separate markets, doubling the ARR, weekly hours, and client count in our markets over a span of 3 months
• Implemented multiple systems for tracking and auditing team members' work, including a weekly billing audit, weekly growth overview which tracks week over week changes in hours, clients, infection control rates, open ongoing rates, and other key performance indicators, as well as other daily, weekly, and monthly quality assurance processes, which other leaders adopted across the organization
• Ongoing coordination with cross-department teams including finance, sales, compliance, performance management, escalations, to optimize communication and collaboration related to daily workflows

• Led teams of 5 to 15 through multiple acquisitions, optimizing processes across client timelines.
• Represented Home Care Assistance in community, fostering client referrals and identifying partnership opportunities.
• Mentored and supervised a team of 10 Client Care Managers and Staffing Managers, implementing coaching and improvement plans.
• Served as point of contact for escalated client, caregiver, and employee concerns.
• Supported achievement of short-term goals in client acquisition, referral marketing, and caregiver retention.
• Recruited, screened, hired, trained, and mentored new team members to enhance operational efficiency.
• Coordinated with support teams in marketing, finance, inside sales, and compliance to streamline processes.

• Led the team through multiple acquisitions, including blending teams to optimize process and protocols
• Mentored and supervised team of 8 Client Care Managers and Staffing Managers, provided daily and weekly coaching, and improvement plans and promotions as warranted
• Point of contact for all escalated client, caregiver, and internal employee concerns
• Supported office with meeting short-term goals, including client acquisition, referral marketing, lead conversion, client retention and satisfaction, gross profit margins, caregiver recruitment, and caregiver retention
• Recruited, screened, hired, trained, and mentored all new team members
• Coordinated with support teams including marketing, finance, inside sales, and compliance to maintain and optimize all processes related to these functions
• Identified potential risk areas and adjusted process to minimize risk and losses

• Manages 35-40 clients at one time, including coordinating client visits, caregiver introductions, family meetings, staffing meetings, etc.
• Assesses potential clients to determine pricing, schedule for care, logistics of care, family dynamics, clinical and medical needs
• Tripled the revenue from $30k/week to $95k/week within 1 year of being with the company, with the support of two staffing managers and Head of Operations
• Converted 50% of all prospects to assessments, 15% better than average across the company (including corporate and franchise offices throughout the US and Canada)
• Builds relationships with hospitals, senior care communities, and home health and hospice companies to generate referrals and partnerships

• Managed 40 clients at once including care recipients, family members, caregivers, and other legal and financial stakeholders
• Conducted family and environment assessments weekly, acting as the final non-clinical authority on viable clients and care recipients for Hometeam's mission and scope of care
• Increased the Account Management team from 4 to 10 people by operationalizing company processes and retaining clients at a higher rate than the historical average
• Opened and managed new Hometeam geography, including hiring and training 3 new Account Managers