Steven J. Courtney

Lead all branch operations across the East Bay market, overseeing client services, caregiver operations, staffing performance, and revenue growth while maintaining exceptional care quality standards.

Directly manage and develop office staff, care coordinators, recruiters, and field teams to drive accountability, retention, and operational excellence.

Oversee caregiver recruitment, scheduling optimization, and utilization strategies to ensure strong coverage, continuity of care, and client satisfaction.

Resolved escalated client and caregiver concerns with professionalism and urgency, enhancing overall service satisfaction.

Improved caregiver retention and scheduling efficiency during periods of staffing challenges.

Developed strategic relationships with healthcare partners, referral sources, and community organizations to drive market growth.

• Expanded referral partnerships and strengthened community presence across the market.
• Partnered with executive leadership to streamline operational processes and align performance metrics with scalable branch growth objectives.
• Consistently drove KPI performance in client satisfaction, caregiver utilization, and branch operations.

• Lead all operations across the Florida and Detroit markets, overseeing $15M+ in business and ensuring both growth and quality standards are met.
• Drive regional success by optimizing staffing, boosting Care Pro utilization, and strengthening partner relationships.
• Stabilized Detroit amid accelerated market expansion and Care Pro shortages, ensuring continuity of care and service quality.
• Resolve escalated client and Care Pro issues with a focus on compassionate outcomes and service continuity.
• Partner with executive leadership to drive process improvements, expand partnerships, and scale operations sustainably.
• Implemented and scaled five Home Instead partner relationships across Los Angeles, Florida, and Detroit, expanding service capabilities and market reach.
• Promoted to Regional General Manager in 2023 based on performance and leadership.

• Managed daily operations for Florida-based client care programs, overseeing a $7M+ book of business to ensure high-quality client services.
• Assessed and on-boarded new clients, developed care plans, and ensured adherence to COVID protocols and care standards for optimal client health.
• Led staffing, coached, and supported Care Professionals across multiple markets to enhance service delivery and client satisfaction.
• Maintained partner relationships and handled complex care or service issues with urgency and professionalism.

• Cultivated strong relationships with clients and Care Pros across Los Angeles and Orange County, enhancing client satisfaction.
• Coordinated staffing and service delivery, effectively addressing service concerns to ensure client needs were met.
• Facilitated implementation of Honor's initial partner relationships in Southern California, contributing to regional growth.

• Coordinated outreach, training, and support between county CalFresh teams and Food Bank staff to enhance collaboration.
• Mentored 6 outreach coordinators, tracking application progress and outcomes to improve service delivery.
• Represented the Food Bank in collaborative meetings across county and state levels.
• Resolved escalated client eligibility and benefits issues, ensuring access to necessary resources.

• Achieved 25% YOY growth through targeted outreach and referral strategy.
• Developed national billing and collections policy, streamlining operational workflows for improved efficiency.
• Recruited, hired, and trained national network of sales and service staff, enhancing service delivery and support.
• Established field onboarding program with webinars, training videos, and best-practice materials to accelerate new staff integration.
• Led operations for a J-1 visa program placing German pediatric professionals with U.S. families of children with special needs.
• Won Bay Area Parent's Best Nanny Agency Award (2015, 2016) and Hall of Fame status (2017).

• Managed 24-person sales and service team across the Northern California region.
• Achieved highest-producing region designation for four consecutive years.
• Generated $2.7M increase in regional revenue while reducing costs by $60K.
• Coordinated lead conversion, ensured regional compliance, and directed partner marketing initiatives to enhance overall performance.
• Earned A+ BBB rating and achieved 94.2% NPS.
• Led 'Better Than You Found It' service initiative, achieving national media recognition for exceptional service standards.

• Led HQ client service team, acting as national escalation point for service issues to resolve complex client concerns.
• Developed and implemented 'Exceeding Expectations' client experience program, enhancing overall client satisfaction.
• Directed client services operations, overseeing billing, collections, and customer care to ensure seamless service delivery.