Care Pro Performance Partner

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Honor

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2014

⚕️ Healthcare Insurance

🧘 Wellness

👥 B2C

Healthcare Insurance • Wellness • B2C

Honor is a leader in the world's largest home care network with a highly advanced care platform. The company is revolutionizing the way society cares for older adults, providing them, their families, and Care Professionals with innovative support. Honor aims to expand the world's capacity to care by addressing the challenges of a growing aging population, enabling older adults to age at home on their own terms. Through its flagship brand, Home Instead, and the Honor Care Network, the company operates globally, offering solutions to ensure professional and high-quality home care services. Honor develops technologies that professionalize care providers, enhance relationships between clients and caregivers, and streamline care operations, creating a better aging experience for everyone.

📋 Description

• Own end-to-end performance management for a range of performance issues including complex and escalated CP cases within a defined performance management framework • Review and investigate performance events that impact client care experience • Apply independent judgment within an established policy and escalation frameworks to determine appropriate corrective action, including coaching, warnings, and separation when necessary • Occasionally utilize advanced judgment to adapt performance management approaches in unique scenarios that require deviation from the defined framework while maintaining compliance with company policy and employment standards/regulations • Identify and perform handoff for protected and escalated scenarios to the appropriate teams [CPHR & Trust & Safety] within the determined handoff SLAs • Ensure all performance actions are documented clearly, consistently, and in compliance with Honor policies and employment best practices • Adhere to established KPIs and SLAs, including a 24–48 hour response time for all inbound CP performance inquiries and ticket outreach • Manage a high-volume caseload, averaging approximately 90+ tickets closed per week, 130+ ticket comments/week with thorough and compliant documentation • Conduct consistent proactive outreach, averaging 45+ outbound calls per week, with an average talk time of approximately 7–8 minutes per call • Maintain operational efficiency with an average case resolution time of approximately 6 days and an overdue ticket rate of less than 15% • Balance productivity expectations with quality, ensuring performance decisions are timely, fair, and aligned with Honor policies • Proactively review individual CP performance history to identify repeat behaviors, emerging trends, and early risk signals • Determine when early intervention is appropriate to prevent escalation or further client impact • Surface trends, insights, and risks to relevant partners and leaders with clear recommendations • Partner closely with Care Pro Relationship Managers to reinforce consistent performance feedback and escalation standards • Partner with CPRMs on identifying trending performance concerns and applying performance management frameworks effectively • Lead targeted calibration or training sessions to improve consistency and confidence in performance-related conversations • Identify potential employment risks, protected issues, or systemic concerns and escalate appropriately • Maintain and apply base level knowledge of relevant employment protections and regulations regarding termination and employment status changes • Successfully balance CP experience, client outcomes, Honor policy, and employment risk considerations when making performance decisions

🎯 Requirements

• 5–7 years of professional experience • 2+ years of experience managing performance, employee relations and/or HR operations in a high-volume distributed workforce • Strong judgment and decision-making skills including comfort navigating ambiguity and complex performance scenarios • Exceptional communication skills with the ability to deliver difficult feedback clearly and compassionately • Strong cross-functional collaboration skills and the ability to influence without authority • High attention to detail and strong investigative and documentation skills • Comfort analyzing performance data, identifying trends, and translating insights into action • Strong sense of ownership and accountability for outcomes • Commitment to supporting Care Professionals while prioritizing safe, high-quality client care • Ability to thrive in a fast-paced environment with competing priorities

🏖️ Benefits

• Health insurance • 401K with up to a 4% match • Zero cost medical, dental, and vision coverage for employees • Short Term and Long Term Disability fully employer paid • Life Insurance fully employer paid • Voluntary additional Life Insurance option • Generous time off program • Mental health benefits • Wellness program • Discount program