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
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Ensure consistent execution of care plans and service standards
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Build and maintain scalable systems for intake, scheduling, documentation, and communication
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Identify operational gaps and implement process improvements
2. Financial Performance & Accountability
- Own P&L performance including revenue growth, margin management, and cost control
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Monitor key metrics: billable hours, caregiver utilization, overtime, and client acquisition cost
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Develop and execute strategies to increase hours per client and overall census
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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)
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Oversee audits, surveys, and documentation readiness
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Maintain policies and procedures aligned with regulatory requirements
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Monitor quality metrics, incident reports, and client satisfaction
4. Workforce Management
- Recruit, hire, and retain caregivers and administrative staff
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Develop staffing models to ensure coverage and minimize gaps
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Improve caregiver retention through engagement, communication, and performance management
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Oversee training, onboarding, and credential tracking
5. Growth & Business Development
- Drive census growth through referral relationships (hospitals, rehab centers, physicians, community orgs)
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Identify and execute local marketing and partnership opportunities
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Optimize intake conversion rates and speed to start of care
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Evaluate and expand service lines where appropriate
6. Client & Family Experience
- Ensure high-quality service delivery and responsiveness to client needs
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Address escalations, complaints, and service issues quickly and effectively
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Build trust with clients and families to drive retention and referrals
7. Technology & Systems
- Oversee EMR and scheduling platforms (e.g., AxisCare or equivalent)
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Ensure accurate and timely documentation across all systems
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Implement tech-enabled solutions to improve visibility and efficiency
Qualifications
- Bachelor’s degree preferred; MBA or healthcare-related degree
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5+ years of operational leadership experience, preferably in home care, healthcare services, or a multi-site service business
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Proven experience managing P&L and driving operational performance
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Strong understanding of home care regulations and compliance requirements
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Experience with caregiver workforce management and scheduling
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Demonstrated ability to build systems, improve processes, and scale operations
