Director of Operations
San Antonio, Texas
We’ve been retained by Tenderheart Health Outcomes, www.tenderheart.com, to find a Corporate Director of Operations, a newly created role based on current and anticipated growth. This is a great opportunity to be an integral part of a leadership team growing an innovative, and successful company which will be doubling this year with similar growth anticipated in the future.
Tenderheart, based in Austin, was founded in 2005. Initially they provided a broad range of patient medical supply management and delivery.
In 2015, under the leadership of CEO, James Whittenburg, Longhorn made a strategic shift in their business strategy that’s proven very successful. Partnering with managed care organizations, Longhorn is the first, under a capitated compensation model, to take a value-based patientcare approach focused on incontinence care. As a result, the Tenderheart model provides higher quality patient care at a meaningfully reduced cost for payors.
In 2020, RiverGlade Capital (www.rivergladecapital.com) invested in Tenderheart . RiverGlade Capital is a healthcare services-focused private equity firm that invests in founder-owned, high-quality, differentiated businesses. RiverGlade partners with companies that have demonstrated strong organic growth and where value can be accelerated through human capital investments, operational improvements, strategic planning, and dynamic organic and inorganic growth initiatives. They have an outstanding reputation and history of success in the healthcare services sector.
Building on the foundational business model, RiverGlade’s investment is intended to build a more sophisticated infrastructure to be able to aggressively scale the company. Tenderheart is currently managing the incontinence needs for 40,000 home-based patients per month in 5 states: TX, MO, SC, WA, AZ, and NE. They have another 6 states that they are going to be on-boarding.
Tenderheart is headquartered in Austin, TX. For several strategic reasons, as they have grown, they have established another location in San Antonio where they are growing their operational service center. They anticipate and are planning to double in size over the next 2-3 years.
In a time where a lot of organizations are trying to keep afloat, this is an exciting and energized environment at Tenderheart.
The Director of Operations is newly created based on their current and ongoing anticipated growth. This person will report to LC Wadle, COO. LC’s history with the company goes back to its inception when he worked here in college. He has been IT Director, Chief Billing Officer, CIO, and VP of Operations. He left the organization in 2018 joining Boeing as a software engineer. It was James Whittenburg who recruited LC back in 2020 to help lead the development of their new model and growth.
Though based in Austin, knowing they would be adding a lot of people through their growth, they opened another office in San Antonio. They now also have offices in St. Louis and Dothan, AL.
Based in San Antonio, this person, the Director of Operations have 5 direct reports: 2 intake Managers, Demos Manager, DocuCert Manager, and Medical Records Manager. There is a total current staff of 160. They are working in a hybrid dynamic with 4 days at home, one day in the office. They have been rotating different groups of people who are in the office on different days.
Because Tenderheart’s growth and success, things move quickly. This person needs to be someone agile that can adapt and lead change. Even better, this person needs to be part of the strategy looking forward to anticipate the needs and operational systems to best manage the growth.
Functionally, this person:
Focuses on optimizing quality of service, business growth, and client satisfaction
Reviews, analyzes, and evaluates business processes; identifies and implements opportunities for improvement
Establishes quantitative and qualitative metrics, guidelines, and standards by which efficiency and effectiveness are evaluated
Leads coordination and integration of efforts among employees to produce smoother workflow and more cost-effective business processes
Supports client service and satisfaction through policy and procedural changes
This person needs to have a demonstrated set of the following:
Excellent project management skills
Ability to assess resources and needs
Is forward thinking
Ability to assemble and lead teams, both internally and externally
Able to work effectively at multiple levels
Is a team player
Has effective communication skills
Is analytical and data driven
Able to develop and manage KPIs
Healthcare experience, understanding of HIPPA and compliance
Been a part of and understands how to scale an organization in a high growth dynamic.
There will be a competitive base, bonus, along with full benefits.
Feel free to openly share this information. If this is something you are open to exploring, please contact:
The Rottman Group, Inc.