Associate Vice President of Operations

About Care & Help
Choosing home care services can be a difficult and uncertain decision. Care & Help Home Care, LLC is a trusted provider of non-medical home care services throughout the Philadelphia region. We are committed to delivering compassionate, transparent, and professional care that allows seniors and individuals with disabilities to remain safe and independent in their homes.

Job Summary:
Responsible for providing leadership, management, and support to the Directors of Operations/Managers in a specific region to achieve identified clinical and operational goals. 

Essential Duties and Responsibilities: 

• Provides strategic leadership and operational oversight for the Philadelphia and Allentown offices and ensures alignment with organizational goals, policies, and standards. 

• Establishes and executes regional strategies to achieve growth objectives, including client census, admissions, authorized hours, billable hours, referral volume, and market development. 

• Partners closely with Business Development to develop and strengthen referral relationships with hospitals, health systems, managed care organizations, case managers, community partners, and other referral sources. 

• Develops and implements strategies to improve caregiver and client retention, engagement, satisfaction, and continuity of care. 

• Monitors key workforce indicators, including caregiver turnover, staffing capacity, call-outs, open shifts, overtime, productivity, and utilization, and develops action plans to address unfavorable trends. 

• Owns regional accountability for Electronic Visit Verification (EVV) compliance and performance. Ensures care centers maintain compliance with EVV requirements, including timely clock-in/clock-out, exception resolution, authorization alignment, missed visits, and required documentation. 

• Reviews EVV performance metrics regularly and ensures timely corrective action for recurring exceptions, missed visits, documentation deficiencies, and other compliance concerns. 

• Ensures alignment between client authorizations, scheduled hours, delivered hours, EVV records, and billable services to minimize revenue leakage and maximize operational performance. 

• Monitors regional financial performance and is accountable for overall P&L results, including revenue growth, labor utilization, overtime, staffing costs, and controllable expenses. 

• Develops and maintains a consistent regional operating cadence, including weekly performance reviews, monthly business reviews, KPI monitoring, and action planning. 

• Establishes, monitors, and communicates key performance indicators for growth, retention, EVV compliance, staffing, quality, client satisfaction, productivity, and financial performance. 

• Identifies underperforming areas and develops measurable corrective action plans with clear owners, timelines, and expected outcomes. 

• Ensures and facilitates consistency in practice, processes, communication, and messaging among care centers. 

• Develops and prepares reports and executive-level presentations for the Senior Vice President and Executive Team regarding regional performance, growth initiatives, project status, operational risks, compliance, financial results, achievements, and opportunities. 

• Collaborates closely with Business Development, Clinical, Human Resources, Finance, Compliance, and other departments to drive growth, retention, quality, operational efficiency, and regulatory compliance. 

• Coaches and develops Directors of Operations and Managers to strengthen leadership capability, accountability, decision-making, and execution.

• Monitors employee performance and holds leaders accountable for achievement of defined goals and objectives. Provides performance redirection, coaching, mentoring, and development as needed. 

• Serves as the primary escalation point for significant operational, staffing, client service, compliance, quality, and performance issues within the assigned region. 

• Ensures timely response to audits, investigations, compliance directives, quality concerns, and other regulatory or operational risks. 

• Promotes a culture of accountability, service excellence, continuous improvement, employee engagement, and client-centered care. 

• Performs other duties as assigned. 

• Ability to work flexible hours, including occasional evenings, weekends, or on-call support as business needs require. 

Qualifications and Skills:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

• Associates degree and 5+ years’ experience in leadership or management OR Bachelor's degree with 3+ years’ experience in business office setting. Two additional years of management/leadership experience may be substituted for degree requirements.  

• Working knowledge of regulations and reimbursement in home health care. 

• Demonstrated expertise in personnel management, leadership, and financial management. 

• Must be able to navigate data, reports, dashboards and other computer tools to make data driven decisions. 

Physical Demands: 

• Prolonged periods of sitting. 

• Subject to eye and hand strain from working on a computer. 

• May be required to lift and move boxes, medical records, etc. 

Work Environment: 

• Office environment. 

• Moderate degree of travel (25-40%). 

Benefits:

• 401k
• Medical, Vision & Dental Insurance
• PTO, Sick Time, Floating Holidays

CHOFFHI 

 

ABOUT CARE AND HELP HOME CARE, LLC CARE AND HELP HOME CARE, LLC (“Company”) provides non-skilled services to individuals in their homes or other independent living environments. These services include (but are not limited to) assistance with self-administration of medications, personal care such as assistance with personal hygiene, dressing, and feeding, homemaking such as assistance with household tasks housekeeping, shopping, meal planning and preparation, and transportation, companionship, respite care such as assistance and support provided to the family; and other non-skilled services. We conduct criminal background checks when required on all staff. We also conduct physicals and tuberculosis screenings for all direct care workers and office staff with direct consumer contact upon hiring and on a yearly basis. The direct care workers of the Company are required to complete a minimum of forty (40) hours of experience or practical training and a competency evaluation, or a state certification program. This training includes information regarding personal hygiene, safe transfer techniques, infection control, and basic nutrition. All direct care workers of our company also receive supervised practical training before having direct contact with a consumer or verification of prior experience.

CARE AND HELP HOME CARE, LLC (“Company”) does not discriminate on the basis of race, color, national origin, ancestry, religious creed, non-job related handicap or disability, sex (which includes: sex assigned at birth, sexual orientation, gender identity, gender expression, gender transition, or transgender identity), age, use of a guide or support animal because of: blindness, deafness, or physical handicap, or any other characteristic protected by law (each, a “Protected Characteristic”). Further, the Company complies with the provisions of the Federal Civil Rights Act of 1964, the Pennsylvania Human Relations Act and all other applicable laws related to discrimination and fair employment practices. Accordingly, no person shall, on the grounds of any Protected Characteristic, be excluded from participation in, be denied benefits of, or otherwise be subject to discrimination in the provision of any care service provided by our agency.

DISCLAIMERS The company, in considering your application for employment, may verify the information set forth on this application and obtain additional information related to your background. We offer reasonable accommodations in the hiring and employment process for individuals with disabilities. If you need assistance to accommodate a disability, you may request an accommodation at any time.

All caregivers providing Medicaid-funded personal care and home health services are required to enroll in and comply with Electronic Visit Verification (EVV), as mandated by the 21st Century CURES Act.

All employees must be fully compliant with EVV requirements from their date of hire and maintain a minimum 85% compliance rate for all visits.