From Receptionist to RCM Manager: Michele McCollough’s Inspiring Home Care Journey in Spokane

A Part-Time Job That Sparked a Career

When Michele McCollough applied for a receptionist position at Beneficial In-Home Care in 2001, she admits she had no idea what home care even was. “I didn’t even know this existed for people in our community,” she explained. What drew her to the role at the Deer Park office was simple: it was a part-time opportunity that fit her needs at the time.

But what started as a small role soon turned into something much larger. Beneficial was expanding to serve the tri-county area of Stevens, Pend Oreille, and Ferry counties, and Michele was eager to learn. “I was the receptionist, but there was the opportunity to learn more about HR, Case Management, and even branch operations. That was really appealing to me.”

Her inspiring home care journey in Spokane was just beginning.

Rising Through the Ranks in an Inspiring Home Care Journey in Spokane

As Beneficial grew, so did Michele’s responsibilities. The Deer Park branch eventually closed, and she transitioned to Spokane, where she began working at the Case Supervisor level to manage the tri-county region. Soon after, she took on a dual role, balancing both case management and accounting.

“The tri-counties just blew up with growth,” she remembered. “I had to make the decision—did I want to keep going with case supervision, or move fully into accounting? I chose accounting because I really enjoyed the billing and payroll side.”

For the next 18 years of her career, Michele focused on accounting. “Of my 24 years in this industry, 18 have been in accounting. That experience really shaped where I am today.”

Transition to Family Resource Home Care

In early 2025, Family Resource Home Care acquired Beneficial In-Home Care, Inc. For Michele, it was a major transition, but also an opportunity. “When my supervisor retired, I stepped into her role. And when Family Resource came in, I moved into the RCM Manager position,” she shared.

At first, it was an adjustment. “I’m still acclimating to being part of a larger company, but it feels normal now,” Michele said. Her inspiring home care journey in Spokane had come full circle—from part-time receptionist to a manager leading a team at one of the region’s largest home care agencies.

Leading with Experience

Today, Michele supervises a team of staff responsible for the very tasks she once handled herself. “I’m managing people who used to do what I used to do,” she explained. “All those years of doing accounting gave me the hands-on knowledge to guide them. I can help with tricks of the trade and offer advice when they run into challenges.”

Transitioning from individual tasks to leadership wasn’t easy. “Managing people who are doing the work was definitely a shift for me. But I rely on my years of experience and try to be a resource for my team every day.”

Her inspiring home care journey in Spokane shows how lived experience in the trenches can make someone an effective leader.

Advice for Clients and Caregivers

Michele also carries wisdom for those who may be new to home care—both clients and caregivers.

For clients, she understands the hesitation that often comes with inviting a caregiver into the home. “It can feel scary having a stranger come in,” she said. “Some people think we’re taking away their independence, but really, we’re helping them remain independent. Home care is about keeping people in their homes, not sending them away. That’s the goal.”

For caregivers, she encourages them to recognize their own abilities. “This is such a transferable skill,” Michele shared. “Taking care of your own child or loved one already gives you the basics. And caregiving offers flexibility—it allows for work-life balance while giving you the chance to help people. Over time, the clients you care for really do become like family.”

Looking Back—and Ahead

Reflecting on her career, Michele never imagined that a part-time receptionist job would grow into two decades of service in home care. “It’s been a journey I never expected, but one I’m grateful for,” she said.

Her inspiring home care journey in Spokane is not just her own—it’s also a story of growth for the community she’s served for nearly 25 years. From receptionist to RCM Manager, Michele continues to shape the future of home care, guiding her team with the same dedication that has carried her through every role.

Join Our Compassionate Team – Culture Beyond Compare

If Michele’s journey has sparked your interest in the fulfilling world of caregiving, we invite you to embark on your own transformative path. Family Resource Home Care is always on the lookout for dedicated individuals who are passionate about making a difference in the lives of others. With over 40 locations spanning across Washington, Oregon, and Idaho, there’s an opportunity waiting for you to join our compassionate community. Whether you’re an experienced caregiver or considering a career change, take the leap and explore the rewarding realm of caregiving with us. Discover the joy of creating meaningful connections and making a positive impact on the lives of those in need. Your journey begins here – join us in spreading warmth, care, and support.