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Operations Manager – PCS Home Care

FULLY ON-SITE IN ROCHESTER

Reports To: Vice President of Operations, Northern Region

Supervises: Intake Coordinators, Staffing Coordinators

Salary: $75,000-$100,000 Annually

POSITION SUMMARY

The Operations Manager is responsible for managing the daily operations of the Personal Care Services (PCS) Home Care division, including Intake, Staffing Coordination, and Community Outreach. This position supervises frontline operations staff, ensures daily workflows run efficiently and in compliance with regulatory requirements and company standards. The Operations Manager will monitor daily performance, resolve operational issues, coach and develop team members, and help ensure the organization can serve clients effectively while maintaining strong relationships with employees, referral sources, and internal partners.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Manage day-to-day operations of Intake and Staffing Coordination for the PCS Home Care division.

• Supervise, schedule, train, and coach operations staff. Conduct performance evaluations and address performance concerns in partnership with HR.

• Manage Intake workflows, including referral processing, case openings, authorizations, and timely follow-up.

• Manage Staffing Coordination activities to ensure case coverage, appropriate caregiver matching, and timely response to call-outs and staffing gaps.

• Track and report on departmental KPIs, including intake turnaround, referral conversion, staffing coverage, and caregiver utilization.

• Identify operational issues and trends and recommend and implement process improvements.

• Serve as the escalation point for client, caregiver, and staffing issues, resolving concerns promptly and professionally.

• Coordinate daily with Clinical Operations, HR, Recruitment, and other departments to ensure smooth handoffs and service delivery.

• Ensure daily operations comply with applicable regulations, company policies, and quality standards, and maintain accurate documentation.

• Provide input on staffing needs, resource planning, and departmental budgets.

• Maintain positive working relationships with referral sources and community partners.

• Perform other duties as assigned.

QUALIFICATIONS

• Bachelor’s degree in business administration, Healthcare Administration, or a related field preferred. Equivalent combination of education and experience will be considered.

• Minimum of 3–5 years of experience in healthcare, home care, personal care services, or a related industry, including at least 1–2 years in a supervisory role. • Experience with staffing coordination, intake/referral management required.

• Working knowledge of home care operations and applicable regulatory requirements.

• Experience tracking KPIs and using data to manage daily performance.

• Strong supervisory, communication, and problem-solving skills.

• Ability to manage multiple priorities and respond quickly in a fast-paced environment.

• Ability to build effective relationships with staff, caregivers, clients, and external partners.

• Strong organizational skills and attention to detail.

CORE COMPETENCIES

• Team Supervision & Coaching

• Daily Operations Management

• Staffing & Scheduling

• Problem Solving & Escalation Management

• Process Improvement

• Regulatory Compliance

• Relationship Management

• Data Tracking & Reporting

• Communication & Collaboration

SUCCESS MEASURES

• Meet or exceed departmental KPI targets

• Improve intake turnaround time and referral conversion.

• Maintain strong staffing coverage and minimize service disruptions.

• Support caregiver utilization and retention.

• Support census growth through effective intake and outreach execution.

• Develop a well-trained, accountable operations team.

• Maintain compliance and quality standards in daily operations.

• Successfully implement process improvements and operational initiatives.

Note:

This job description is intended to describe the general nature and level of work performed by employees in this position. It is not intended to be an exhaustive list of all duties, responsibilities, and qualifications required. Always Compassionate Health is committed to the principle of equal employment opportunity for all employees and providing employees with a work environment free of discrimination and harassment. All employment decisions at Always Compassionate Health are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, creed, national, social or ethnic origin, political viewpoint, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, protected veteran status, citizenship status when otherwise legally able to work, or any other status protected by the laws or regulations in the locations where we operate.

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If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!