Implementation Onboarding Specialist, Care Pro HR

Honor exists to expand the world’s capacity to care.

We’re combining high tech with high-touch to deliver better home care for aging adults, better jobs for Care Professionals, and entirely new offerings to support the aging journey, at scale. 

Founded in 2014, and now a Series E funded “Unicorn” valued at over $1B, Honor leads the world’s largest home care network with the most advanced care platform. Our August 2021 acquisition of Home Instead has created a global company that’s revolutionizing how society cares for older adults, their families, and Care Professionals.

The Honor Care Platform combines local care and the most advanced technology to bring the highest quality care to more aging adults. 

Grow at Honor as part of a united team where everyone shows up authentically, shares ideas bravely, and solves complex problems! 

About the Work:

The Implementation Onboarding Specialist, Care Pro HR is responsible for ensuring the timely onboarding of new Care Pros joining the Honor platform through implementations and integrations. This person will achieve success by ensuring each candidate is a compliant and eligible pre-hire and has a positive new hire experience with Honor. The Specialist diligently tracks and manages all pre and post-hire steps, and serves as the primary point of contact for franchise agencies joining the Care Platform for issues and questions related to Care Pro onboarding throughout the 5 week implementation process. We are seeking a highly organized, service-oriented individual who can meet ambitious hiring targets while providing a quality experience for new Care Pros and franchise office teams.

***(travel required 50% of the time, up to 75%)

Responsibilities

• Lead Care Pro onboarding efforts for 5-week new franchise implementations, including:
• Steer the Onboarding Associate Team in the timely and accurate onboarding of new Care Pros
• Consistently observe Care Pro transition progress dashboards and key metrics to ensure the team achieves on-time targets; troubleshoot when targets are at risk by finding creating solutions that both meet employment requirements while enabling eligible Care Pros to transition to the Care Platform 
• Develop strategies to transition Care Pros who are at risk of unsuccessful onboarding and escalate to team leadership, Compliance, and Legal as appropriate to remain on track for Implementation deadlines.
• Verify Care Pro employment documents and profiles created by the Onboarding Associate team to confirm profiles are created promptly and accurately. This role is accountable for ensuring minimal errors in key employment requirements including I9s, on-time Care Pro payment for onboarding activities, and key state licensure requirements
• Serve as the initial point of escalation and troubleshooting for the Onboarding Associate team
• Lead in-person and virtual orientation and onboarding sessions, providing classroom-style training for 2-15 Care Pros, up to 3 times per day.
• Serve as the primary point of contact for the Franchise Team for Care Pro-related questions and issues throughout the implementation process, including: 
• Gather and confirm the quality of Franchise-provided hiring documents to ensure they are compliant with state and local requirements as well as Honor’s internal guidelines
• Organize in-person and virtual onboarding events
• Resolve inquiries pertaining to Honor key policies, state-specific hiring regulations, and Care Pro onboarding requirements
• Provide regular updates on Care Pro onboarding progress; proactively surface potential issues and work with local office team to support Care Pros who are having difficulty navigating the onboarding process
• Collaborate with IMPL Sr. Manager and Managers to ensure a successful implementation: on time and solving for Owner and Care Pro sentiment
• Ensure the Implementation team has a clear understanding of key Care Pro onboarding requirements, milestones, and metrics
• Work collaboratively to troubleshoot issues pertaining to Care Pro and local office sentiment
• Provide timely updates on Care Pro transition progress to internal channels, in line with standard SLAs and workflows
• Manage escalated Care Pro and Key Player calls, and de-escalate to ensure the successful transition to the Care Platform
• Become an expert in compliance requirements by state, able to explain and navigate a variety of issues with external stakeholders and cross-functional teams ie: Franchise Team, Implementation Team, Recruiting, and Market Teams
• Participate in process pilots and ad hoc projects to further improve the onboarding process as we scale and solve for efficiencies 
• Opera