Operations Manager
King & Snohomish County • Bothell Office
Work Location: On-site at our Bothell office
Job Description
About Us
B'zoe Inc. is a Seattle-area company dedicated to providing comprehensive home care services tailored to the unique needs of our clients. Our services range from neurological support and care for physical/mental disabilities to specialized care for Alzheimer's, Parkinson's, and companion care. Our mission is to treat every family we serve as if they were our own.
We foster a lively atmosphere and an international workforce, offering growth opportunities in a relaxed and supportive environment.
Position Overview
As the Operations Manager, you will lead the day-to-day operational functions of B'zoe Inc. across King and Snohomish counties, working out of our Bothell office and reporting to the Director of Operations and Business Development. This is a key leadership role with heavy emphasis on our contracts — including Medicaid and Medicare — alongside a growing base of private-pay clients whose care often spans both counties. You will own the operational systems, compliance, and service standards that keep contract and private-client care running seamlessly, and you will play a strategic role in developing, scaling, and improving operations to meet the organization's evolving needs.
Key Responsibilities
- Contract Operations & Compliance: Serve as the operational owner of our Medicaid, Medicare, and other payer contracts. Ensure service delivery, documentation, authorizations, and billing readiness fully align with each contract's requirements and with state-mandated care standards, and stay ahead of changes to program rules and audit expectations.
- Private-Client Coordination: Oversee care delivery for private-pay clients across King and Snohomish counties, ensuring the same standard of service applies whether a client is covered under a contract or paying privately, and managing the crossover where clients and caregivers move between the two.
- Leadership & Strategy: Serve as a key member of the operations leadership team, driving operational excellence across both counties. Lead initiatives to enhance care quality, efficiency, and client satisfaction while ensuring compliance with state regulations and company policies.
- Operational Oversight: Oversee all aspects of day-to-day operations, including workforce management, client care coordination, and performance metrics. Ensure operations align with long-term strategic goals and collaborate with cross-functional teams to optimize processes.
- Team Management: Recruit, train, and mentor staff, ensuring department goals are met within budgetary guidelines.
- Scheduling Management: Oversee the scheduling, credentialing, and development of caregivers and nursing staff, ensuring a high standard of care is maintained.
- Coverage & Fill-In Support: Step in to provide direct client care and cover shifts when caregivers are unavailable, short-staffed, or call out, ensuring uninterrupted continuity of care (active CNA or HCA credential required).
- Process Development: Lead the creation and implementation of scalable policies and procedures to improve efficiency and service delivery. Continuously assess and refine operational workflows for optimal performance and compliance.
- Client & Stakeholder Communication: Maintain strong communication with clients, families, caregivers, and contract/payer representatives to ensure care needs are met, schedules are managed, and any issues are addressed promptly. Regularly meet with clients and their families to assess satisfaction and adjust care plans as necessary.
- Data-Driven Management: Develop key performance indicators (KPIs) for operational efficiency, client satisfaction, and care quality. Use data and analytics to drive decision-making and hold teams accountable for achieving or exceeding targets.
- Compliance & Risk Management: Ensure adherence to state-mandated care standards, including caregiver licensing and mandatory training. Manage risk and safety in client homes and enforce infection control protocols.
- Operational Software Management: Oversee the use and continuous improvement of the WellSky software platform for scheduling, timekeeping, care plan documentation, and payroll reporting. Ensure data integrity and accuracy for contract and internal reporting purposes.
- Financial Accountability: Partner with the finance team to ensure accurate billing, payroll processing, and financial reporting across contract and private-pay lines. Monitor and manage operational costs to stay within budget.
- Cross-Functional Collaboration: Work closely with the Director of Operations, Director of Finance, Director of Human Resources, and care teams to align operational strategies with broader organizational goals. Assist in audits and compliance checks to maintain high-quality service delivery.
- Growth & Expansion: Support the company's growth efforts by streamlining onboarding processes, expanding caregiver networks, and identifying opportunities for operational improvement across both counties.
- Community Engagement: Represent B'zoe at local and out-of-state events, building partnerships and fostering relationships that support the organization's growth and visibility in the community.
Qualifications & Experience
- 7+ years of experience in home healthcare operations, 3+ of which must be as a former care manager, interacting with both prospective/new clients, existing clients, and overseeing/supervising caregivers.
- 3+ years of experience in a leadership or supervisory role.
- Demonstrated experience managing Medicaid, Medicare, or other payer contracts, including compliance, authorizations, and billing requirements.
- Strong organizational skills, with the ability to manage multiple priorities and initiatives simultaneously across multiple counties.
- Excellent communication and leadership skills, with the ability to work cross-functionally.
- Proficiency in operational software (e.g., WellSky or a comparable caregiver-management platform) and Microsoft Office Suite (Word, Excel, Outlook), or the ability to learn quickly.
- Strong problem-solving skills and the ability to drive process improvements.
- A valid driver's license and reliable transportation for travel between King and Snohomish county sites and client homes.
- Criminal Background check that is compliant and WA State WAC Home Care Licensing Requitements.
- CNA or HCA or greater licensing.
Salary & Benefits
- Salary: $80,000 - $95,000 (+ up to $10,000 bonus)
- Dental Insurance
- Health Insurance
- Vision Insurance
- Paid Time Off: 2 weeks (plus Washington State paid sick leave)
- Voluntary benefits available through MetLife: Life & AD&D, Short-Term and Long-Term Disability, Critical Illness, Accident, Hospital Indemnity, Legal (MetLaw), Identity & Fraud Protection (Aura), and Pet Insurance.
Schedule
- Full-time, Monday to Friday
- On-call weekends
