Homecare Operations Manager

Job Description

Job Description

Homecare Operations Manager

Location: Brookfield, Wisconsin

Company: Homewell Care Services Brookfield

Job Summary:

As a Homecare Operations Manager with Homewell Care Services Brookfield, you will be responsible for coordinating, implementing, and supervising the delivery of services to agency clients in alignment with our mission and standards of care. This role is accountable for adherence to regulatory and agency requirements for service provision and ensures compliance with and maintenance of client records.

Key Responsibilities:

Operations Management

• Oversee daily operations to ensure high-quality home care services

• Monitor agency performance, identify operational improvements, and implement best practices

• Ensure compliance with state regulations, agency policies, and accreditation standards

• Develop and maintain standard operating procedures

• Manage office workflow and administrative processes

Client Care & Satisfaction

• Ensure exceptional customer service for clients and families

• Resolve client concerns promptly and professionally

• Conduct client satisfaction calls and quality assurance visits

• Collaborate with Care Managers to ensure individualized care plans are followed

• Monitor client retention and service quality

Staffing & Caregiver Management

• Supervise scheduling team to ensure all shifts are covered

• Monitor staffing levels and caregiver utilization

• Assist with recruitment, interviewing, hiring, onboarding, and orientation

• Coach, mentor, and support office staff and caregivers

• Conduct performance evaluations and corrective action when necessary

• Promote caregiver engagement and retention initiatives

Scheduling & Workforce Management

• Ensure schedules are completed at least 4 weeks in advance whenever possible

• Minimize overtime while maintaining continuity of care

• Develop contingency staffing plans for call-offs and emergencies

• Monitor attendance and caregiver reliability

Compliance & Risk Management

• Ensure caregiver files remain compliant

• Monitor background checks, training, and certifications

• Investigate incidents, complaints, and employee concerns

• Ensure accurate documentation and reporting

Financial & Business Performance

• Monitor payroll and labor costs

• Review billing accuracy and assist with accounts receivable as needed

• Track operational KPIs including client satisfaction, caregiver retention, fill rate, open shifts, overtime, referral conversion, and client retention

Business Development Support

• Collaborate with the marketing team to ensure excellent referral partner experiences

• Maintain strong relationships with hospitals, hospices, assisted living communities, and community partners

• Support growth initiatives and community outreach events

Qualifications:

• Bachelor's degree preferred in Healthcare Administration, Business, Nursing, Human Services, or related field

• Minimum 3–5 years of management experience in home care, healthcare, senior services, or a related field

• Previous supervisory experience required

• Scheduling experience strongly preferred

• Experience managing multiple priorities in a fast-paced environment

Knowledge & Skills:

• Excellent leadership and coaching skills

• Strong organizational and time management abilities

• Exceptional customer service skills

• Excellent verbal and written communication

• Conflict resolution and problem-solving skills

• Ability to manage confidential information

• Strong computer skills (Microsoft Office, scheduling software, EMR/home care software)

• Ability to analyze reports and performance metrics

Physical Requirements:

• Ability to travel locally for client visits and community meetings

• Ability to sit, stand, and walk for extended periods

• Valid driver's license and reliable transportation

Performance Metrics (KPIs):

• Client satisfaction score

• Caregiver retention rate

• Client retention rate

• Shift fill rate

• Percentage of open shifts

• Scheduling completed 4 weeks in advance

• Overtime percentage

• Response time to client inquiries

• Referral conversion rate

• Employee turnover

• Compliance audit score

• Revenue and labor cost targets

If you are a motivated and organized professional with a passion for delivering exceptional home care services, we encourage you to apply for this exciting opportunity.

Apply Now!