Director Of Operations

Position Summary

The Director of Operations is the senior operational leader responsible for the oversight, performance, and growth of a licensed home care agency. This role owns day-to-day operations, financial performance, regulatory compliance, caregiver workforce management, and client satisfaction. The Director of Operations ensures the agency delivers high-quality care while scaling sustainably and maintaining compliance with all state and accreditation standards.

Key Responsibilities

1. Operational Leadership

• Oversee daily operations including scheduling, staffing, client intake, and service delivery
• Ensure consistent execution of care plans and service standards
• Build and maintain scalable systems for intake, scheduling, documentation, and communication
• Identify operational gaps and implement process improvements

2. Financial Performance & Accountability

• Own P&L performance including revenue growth, margin management, and cost control
• Monitor key metrics: billable hours, caregiver utilization, overtime, and client acquisition cost
• Develop and execute strategies to increase hours per client and overall census
• Ensure accurate billing, payroll, and collections processes

3. Regulatory Compliance & Quality

• Ensure full compliance with state home care regulations and accreditation standards (e.g., NJ DOH, NJHCA)
• Oversee audits, surveys, and documentation readiness
• Maintain policies and procedures aligned with regulatory requirements
• Monitor quality metrics, incident reports, and client satisfaction

4. Workforce Management

• Recruit, hire, and retain caregivers and administrative staff
• Develop staffing models to ensure coverage and minimize gaps
• Improve caregiver retention through engagement, communication, and performance management
• Oversee training, onboarding, and credential tracking

5. Growth & Business Development

• Drive census growth through referral relationships (hospitals, rehab centers, physicians, community orgs)
• Identify and execute local marketing and partnership opportunities
• Optimize intake conversion rates and speed to start of care
• Evaluate and expand service lines where appropriate

6. Client & Family Experience

• Ensure high-quality service delivery and responsiveness to client needs
• Address escalations, complaints, and service issues quickly and effectively
• Build trust with clients and families to drive retention and referrals

7. Technology & Systems

• Oversee EMR and scheduling platforms (e.g., AxisCare or equivalent)
• Ensure accurate and timely documentation across all systems
• Implement tech-enabled solutions to improve visibility and efficiency

Qualifications

• Bachelor’s degree preferred; MBA or healthcare-related degree
• 5+ years of operational leadership experience, preferably in home care, healthcare services, or a multi-site service business
• Proven experience managing P&L and driving operational performance
• Strong understanding of home care regulations and compliance requirements
• Experience with caregiver workforce management and scheduling
• Demonstrated ability to build systems, improve processes, and scale operations