Manager of Operations (Indianapolis, IN / Hybrid)

FreedomCare is a healthcare company that has been dedicated to revolutionizing the home care industry since 2016. We support our patients by ensuring they have the power to choose a caregiver who will care for them in the comfort of their own homes. Our mission spans coast to coast, supporting patients across the U.S.

We pride ourselves on our values which drive the level of care that we deliver to our patients:

• Here For You (An attitude of service, empathy, and availability)
• Own It (Drive and ownership)
• Do the Right Thing (High integrity)
• Be Positive (Great attitude and a can-do positive approach to challenges)

Join our team and make a positive impact on the lives of others! We are looking for a Manager of Operations   for our team in Indiana .

This is a hybrid role at our office located in the Indianapolis, IN area. You will be required to work out of our IN office 3 times a week.

Department & Position Overview:  

We are looking for a  Manager of Operations who has an innovative, entrepreneurial spirit and a passion for continually improving the way we do things.  

The Manager of Operations, Medicaid Services  is responsible for the operational, regulatory, quality, service delivery, and growth performance of an assigned state Medicaid program. This position serves as the program's operational subject-matter leader and ensures that members and caregivers receive person-centered services in accordance with applicable state and federal requirements, Medicaid manuals, waiver or state-plan provisions, provider agreements, managed care requirements, and FreedomCare policies.  
 
The Manager leads clinical and non-clinical operations, translates program requirements into effective policies and workflows, monitors program performance and risk, and ensures readiness for audits and regulatory review. The role also partners with Marketing, business development, intake, clinical, compliance, finance, and technology teams to grow the program responsibly while protecting member health, welfare, safety, choice, and quality of care.  

Every Day Y ou W ill:  

• Serve as the accountable operational leader and subject-matter resource for the assigned Medicaid program and manage day-to-day program operations in the assigned state and other locations as directed.  
• Develop and maintain a thorough working knowledge of applicable state statutes, regulations, Medicaid state-plan or waiver requirements, provider manuals, bulletins, contracts, managed care requirements, accreditation standards, and FreedomCare policies.  
• Monitor regulatory and program changes; assess operational impact; partner with Compliance, Legal, Clinical, and other stakeholders; and implement required changes within established timeframes.  
• Ensure the program follows applicable federal and state requirements, contractual obligations, member-rights protections, privacy and security requirements, and organizational compliance policies.  
• Develop, implement, review, and update program-specific policies, procedures, standard operating procedures, forms, tools, training, and internal controls based on regulatory and operational requirements.  
• Oversee Medicaid program workflows, including referral and intake, eligibility verification, enrollment, service authorization, assessment and reassessment, person-centered service planning, service initiation, monitoring, renewal, transition, and discharge, as applicable to the program.  
• Ensure services are delivered according to each member's authorization and person-centered plan, including required contacts, visits, documentation, follow-up, and care-team communication.  
• Protect member health, welfare, safety, choice, dignity, and continuity of care by overseeing risk identification, incident reporting and follow-up, complaints and grievances, emergency and backup planning, and escalation of clinical or compliance concerns.  
• Oversee clinical and non-clinical teams while ensuring that assessments, clinical judgments, supervision, and signatures reserved for licensed or otherwise qualified professionals are completed by the appropriate personnel.  
• Hire, onboard, train, coach, and develop program staff; establish clear accountability; monitor workload and caseload capacity; and maintain staffing levels appropriate to member needs and program requirements.  
• Ensure staff and caregivers meet applicable qualification, screening, background check, credentialing, training, competency, and ongoing education requirements, with complete and current supporting records.  
• Maintain audit and survey readiness through routine case-record reviews, compliance monitoring, evidence management, corrective action plans, and verification that identified deficiencies are corrected and do not recur.  
• Establish and monitor program goals, key performance indicators, service-quality measures, member and caregiver experience measures, timeliness standards, and compliance metrics; use findings to drive performance and quality improvement.  
• Review data for disparities, barriers, adverse trends, missed services, documentation gaps, authorization risks, incidents, complaints, and other indicators requiring intervention or escalation.  
• Partner with Marketing and business development teams to create and execute a compliant growth strategy, including market education, outreach, referral development, community partnerships, and accurate program messaging.  
• Review program-specific marketing and outreach activities with appropriate Compliance and Legal partners to ensure communications are accurate, do not misrepresent Medicaid eligibility or benefits, and follow state, contractual, and organizational marketing requirements.  
• Build and maintain productive relationships with state agencies, managed care entities, case management organizations, referral sources, community partners, members, caregivers, and other program stakeholders.  
• Partner with intake and operational teams to improve conversion from referral through service initiation, identify barriers to enrollment, and support sustainable census growth without compromising quality or compliance.  
• Partner with Finance and executive leadership on program budgets, resource planning, staffing investments, financial performance, and responsible stewardship of Medicaid funds.  
• Partner with Technology and Product teams to improve systems, reporting, data integrity, documentation, and workflows while ensuring that technology supports regulatory and operational requirements.  
• Lead program implementation and expansion activities, including operational readiness, staffing, training, facilities, systems, community relationships, internal controls, and service-launch planning.  
• Promote a positive, accountable, inclusive, and collaborative work environment consistent with FreedomCare core values and a commitment to ethical Medicaid service delivery.  
• Perform other duties and support other states or programs as assigned.  

Ideal Candidate Will Possess:  

• Bachelor's degree in healthcare administration, business administration, public health, human services, nursing, social work, or a related field; equivalent relevant education and experience may be considered.  
• Five or more years of progressively responsible healthcare or Medicaid operations experience, including at least three years in a leadership or program-management role.  
• Experience with Medicaid-funded home- and community-based services, long-term services and supports, managed care, or another regulated human-services program strongly preferred.  
• Demonstrated experience interpreting and operationalizing regulations, provider manuals, contracts, policies, and audit requirements.  
• Experience leading clinical and non-clinical teams, managing program performance, implementing corrective actions, and collaborating with compliance, quality, finance, marketing, and technology functions.  
• Business development, referral partnership, community outreach, or healthcare marketing experience preferred.  
• Passion for improving home care and for leveraging technology to improve lives  
• Ability to utilize technology to advance company initiatives  
• Energized by ambitious goals and working in a fast-paced environment  
• Must be comfortable rolling up their sleeves, being hands-on, and doing whatever is necessary to support the team while building and growing it
• Great interpersonal skills: you’re able to bring people along, inspire them, ask tough questions, and hold people accountable  
• An operational mastermind: you have a natural ability to identify processes that work, metrics that tell the story, and operations that scale without sacrificing quality  
• A humble leader: you understand that to lead is to set an example, to listen to others, and to always keep learning  
  

Preferred Candidate will Possess:  

• Master's Degree in healthcare administration or business administration
• 5 + years experience with the Structured Family Caregiving (SFC) Medicaid Home Care program in IN
  

Why work at FreedomCare?

We are here for you and committed to providing a best-in-class employee experience. We offer competitive compensation, medical benefits, retirement plans, wellness programs, fun company events and ongoing learning opportunities to grow your career.

This is a place where your voice matters, where we build great relationships, and your work has meaning and a tangible positive impact on others!

At FreedomCare, we celebrate diversity and are committed to creating an inclusive environment for all employees. We are an Equal Opportunity Employer and do not discriminate based upon race, religion, color, national origin, ancestry, age, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, status as a protected veteran, status as an individual with a disability, citizenship or immigration status, citizenship or immigration status, or other applicable legally protected characteristics.

At FreedomCare, base pay is one part of our total compensation package and is determined within a range. This provides our employees with the opportunity to professionally grow and develop within a role. The base pay range for this role is between $100,000 and $120,000 per year at the commencement of your first year of employment. Compensation decisions are dependent upon a variety of factors which may include, but are not limited to: skill set, years of relevant experience, education, location, and licensure/certifications.

Compensation Range

$100,000—$120,000 USD