Client Services Operations Manager

Job Description

Job Description:\n\nLead with Purpose and Help Us Make a Difference Every Day!Home Care Operations Manager Company: Helping Hearts USA LLCPosition: Home Care Operations ManagerJob Type: Full-timeLocation: Regional Work Arrangement: Combination of remote administrative work and required in-person field responsibilitiesSchedule: Monday through Friday with rotating evening, weekend, holiday and on-call availability as needed At Helping Hearts USA LLC, compassionate care begins with strong, dependable leadership. Every client, family and caregiver deserves an Operations Manager who listens, follows through, solves problems and keeps the entire care experience connected. We are seeking an experienced, organized and people-centered Operations Manager to help lead our daily home-care operations. This position is ideal for a confident professional who can balance compassion with accountability, manage multiple priorities and remain calm during urgent situations. The Operations Manager will oversee scheduling, caregiver performance, client services, care-plan implementation, applicant screening, onboarding, compliance, documentation, payroll-hour review, incident response and other operational responsibilities. This is a hands-on leadership position. The selected candidate must be willing to support office operations, work remotely when authorized, visit clients and caregivers in the field and respond to urgent situations when necessary.Position Overview The Home Care Operations Manager is responsible for helping ensure that clients receive safe, consistent and dependable non-medical personal support. The Operations Manager will provide leadership to schedulers, caregivers, coordinators and other assigned employees while maintaining clear communication with clients, families, senior leadership and approved community partners. The ideal candidate will be proactive, detail-oriented and comfortable making decisions within company policy. This person must be able to identify concerns early, delegate responsibilities appropriately and follow through until each matter is resolved or properly escalated.Operational Leadership The Operations Manager will: Oversee assigned daily home-care operations. Provide direction to schedulers, caregivers and administrative employees. Assign daily, weekly and monthly operational responsibilities. Monitor task completion and employee follow-through. Conduct regular team meetings and individual check-ins. Provide coaching, support and performance feedback. Ensure employees understand company policies and procedures. Maintain professional communication across the organization. Escalate significant concerns to senior leadership. Provide senior leadership with accurate operational updates. Help develop practical solutions to staffing, client-service and workflow concerns. Support organizational growth and new service areas. Maintain a calm, professional and solution-focused leadership presence.Scheduling and Staffing Oversight The Operations Manager will: Oversee client and caregiver schedules. Review open shifts and staffing concerns. Monitor coverage for new and existing clients. Ensure caregivers are matched according to experience, availability, location and client needs. Review caregiver qualifications before assignment. Help secure urgent coverage when necessary. Monitor recurring call-offs and attendance patterns. Review missed clock-ins, late arrivals, early departures and potential no-call, no-show incidents. Approve schedule changes within assigned authority. Monitor overtime and prevent unnecessary or unauthorized overtime. Ensure scheduling changes are entered into WellSky. Verify that all affected employees and authorized clients are notified of schedule changes. Support continuity of care by reducing unnecessary caregiver changes. Confirm that caregivers do not leave clients before the scheduled end of a shift without authorization or proper relief.Client Services and Care Plans The Operations Manager will: Coordinate new client starts. Review client schedules, service needs and caregiver requirements. Assist with authorized non-medical client assessments. Develop, review or update non-medical care plans within the authorized scope of the position. Ensure care plans accurately reflect approved client needs and preferences. Enter or approve care-plan updates in WellSky. Ensure assigned caregivers receive current care instructions. Verify caregiver acknowledgment of important changes. Remove or replace outdated care instructions. Review caregiver documentation for consistency with the care plan. Conduct supervisory visits and client check-ins. Monitor client satisfaction and service quality. Respond to changes in client needs. Coordinate approved schedule increases or decreases. Report significant client concerns to senior leadership. Maintain accurate and organized client records. Helping Hearts provides non-medical personal support. The Operations Manager must ensure caregivers remain within their authorized responsibilities and must not direct caregivers to perform nursing or medical tasks outside their permitted scope.Client and Family Communication The Operations Manager will: Build respectful relationships with clients and authorized family members. Respond to questions, requests and service concerns. Communicate approved schedule and staffing updates. Address client complaints promptly and professionally. Investigate concerns before reaching conclusions. Document all significant client and family communication. Explain company procedures clearly and respectfully. Maintain appropriate professional boundaries. Protect confidential employee and client information. Avoid discussing private employee pay or disciplinary information with clients and families. Help resolve caregiver compatibility concerns. Coordinate caregiver replacements when necessary. Escalate serious service concerns to senior leadership.Caregiver Supervision and Performance Management The Operations Manager will: Provide clear expectations to caregivers. Monitor attendance, punctuality and dependability. Review caregiver documentation and task completion. Address repeated missed clock-ins or clock-outs. Review reports of sleeping, neglect, unsafe care or unprofessional conduct. Conduct coaching and corrective-action meetings. Document employee counseling and performance concerns. Develop performance-improvement expectations when appropriate. Recommend removal from a client assignment when necessary. Recommend suspension or termination when warranted. Recognize strong caregiver performance. Support caregiver retention through communication, training and appropriate assignment matching. Ensure caregivers maintain professional boundaries. Enforce uniform, appearance, confidentiality and documentation requirements. Confirm that caregivers remain awake and attentive throughout every assigned shift. Corrective action and termination decisions must be completed according to company policy and applicable employment laws.Recruiting and Applicant Screening The Operations Manager will support or oversee the caregiver and administrative hiring process. Responsibilities may include: Reviewing resumes and employment applications. Conducting applicant pre-screening. Interviewing caregiver and administrative applicants. Evaluating experience, professionalism and availability. Reviewing applicants for client-specific skills. Confirming experience with personal care, dementia support, transfers, bedbound clients and Hoyer lifts when applicable. Reviewing employment history and professional references. Coordinating background checks and required screenings. Confirming required onboarding documentation. Reviewing applicant eligibility before assignment. Communicating hiring recommendations to senior leadership. Coordinating orientation and training. Ensuring new employees understand scheduling, attendance and documentation expectations. Monitoring new employees during their introductory period. Maintaining accurate applicant and hiring records in Apploi or other approved systems. The Operations Manager must follow approved hiring standards and must not make unauthorized compensation or employment promises.Employee Onboarding and Training The Operations Manager may be responsible for: Coordinating new-hire orientation. Reviewing company policies with new employees. Assigning required training. Tracking training completion. Reviewing client-specific instructions before assignment. Confirming employee access to WellSky and other systems. Explaining clock-in, clock-out and documentation requirements. Reviewing call-off and attendance procedures. Providing training on client confidentiality and professional boundaries. Coordinating Hoyer-lift or transfer training when required. Confirming employees are prepared before being assigned independently. Maintaining organized training and orientation records.Incident and Emergency Management The Operations Manager must be prepared to respond to: Client falls Injuries Changes in condition Skin concerns Medication-related concerns Caregiver call-offs Missed shifts No-call, no-show incidents Client complaints Suspected abuse, neglect or exploitation Unsafe transfers Hospitalizations Emergency-service involvement Caregiver misconduct Client or family conflicts When an incident occurs, the Operations Manager will: Confirm the immediate safety of the client. Direct the employee to follow emergency procedures. Contact emergency services when appropriate. Notify authorized individuals. Gather factual information. Ensure required reports are completed. Review documentation and available evidence. Conduct follow-up interviews. Preserve confidentiality. Notify senior leadership. Coordinate corrective action or service changes. Track the concern until all required follow-up is completed.Quality Assurance and Compliance The Operations Manager will: Review client and employee files for missing information. Conduct routine documentation audits. Review WellSky notes and completed care-plan tasks. Confirm that incomplete tasks include appropriate explanations. Monitor electronic visit verification compliance. Review incident reports. Track required employee training. Monitor background-check and screening requirements. Review abuse, neglect and sex-offender registry requirements. Assist with state licensing and audit preparation. Organize records for internal and external reviews. Correct documentation deficiencies. Ensure company policies are consistently applied. Participate in quality-assurance meetings. Help develop corrective-action plans. Maintain knowledge of applicable company, state and federal requirements. Report potential compliance concerns to senior leadership immediately.Payroll and Time Review The Operations Manager may assist with: Reviewing scheduled hours against electronic visit verification records. Identifying missed clock-ins and clock-outs. Reviewing late arrivals and early departures. Investigating time discrepancies. Confirming approved schedule extensions. Reviewing potential overtime. Obtaining required corrections before payroll deadlines. Communicating approved payroll information to the appropriate department. Ensuring employees do not independently alter time records. Documenting all approved time corrections. Directing employee payroll questions to the appropriate office or finance representative. The Operations Manager must not promise payroll corrections or compensation changes without proper review and authorization.Community and Business Support The Operations Manager may assist with responsibilities related to the clients and communities Helping Hearts serves. These responsibilities may include: Supporting relationships with senior-living communities. Communicating with approved referral sources. Assisting with new client intake. Supporting community events. Participating in outreach activities. Coordinating approved informational presentations. Maintaining community contact information. Supporting service-area expansion. Collaborating with Business Development Representatives. Tracking new referrals and client starts. Providing operational information needed for business-development follow-up. Helping ensure new referrals transition smoothly into active services.Field Responsibilities This position requires in-person field availability. The Operations Manager may be required to: Visit client homes. Visit assisted-living or memory-care communities. Conduct supervisory visits. Meet caregivers at client locations. Support new client starts. Review client environments. Deliver approved supplies or documents. Conduct caregiver coaching in the field. Respond to urgent client or caregiver situations. Attend community meetings. Participate in training or company events. Provide temporary client support during an emergency when qualified and authorized. Field responsibilities may occur with limited notice. Reliable transportation is required.Remote Work Expectations When working remotely, the Operations Manager must: Maintain a private, professional and distraction-free workspace. Have stable high-speed internet. Maintain reliable telephone service. Remain signed in and available throughout assigned working hours. Respond promptly to calls, messages and emails. Attend required video meetings. Protect client, applicant and employee information. Prevent household members from accessing confidential records. Avoid working another job during assigned Helping Hearts hours. Avoid personal errands and unrelated activities during working hours. Maintain a backup plan for internet or power interruptions. Immediately report technical problems. Complete assigned work accurately and on time. Remote work does not remove the requirement to participate in field visits, meetings, training or urgent in-person responsibilities.Schedule and On-Call Expectations This is a full-time leadership position. The regular schedule will be discussed during the interview process. Because home-care services operate every day, the Operations Manager must also be prepared for: Rotating after-hours availability Evening calls Weekend coverage Holiday coverage Emergency staffing concerns Urgent client situations New client starts Unplanned field visits Leadership meetings outside regular hours when necessary Applicants must clearly disclose any scheduling or travel limitations before accepting the position.Systems and Technology Experience with the following systems is preferred: WellSky Personal Care Electronic visit verification systems Apploi Viventium or other payroll systems OpenPhone or similar business telephone systems Relias or other training systems Microsoft Office Google Workspace Electronic document-signing platforms Background-check systems Team communication platforms Applicants who have not used a specific system must be able to learn new technology quickly and accurately.Required Qualifications Applica