Homecare Operations Manager
Location: Brookfield, Wisconsin
Company: Homewell Care Services Brookfield
Job Summary:
As a Homecare Operations Manager with Homewell Care Services Brookfield, you will be responsible for coordinating, implementing, and supervising the delivery of services to agency clients in alignment with our mission and standards of care. This role is accountable for adherence to regulatory and agency requirements for service provision and ensures compliance with and maintenance of client records.
Key Responsibilities:
Operations Management
Oversee daily operations to ensure high-quality home care services
Monitor agency performance, identify operational improvements, and implement best practices
Ensure compliance with state regulations, agency policies, and accreditation standards
Develop and maintain standard operating procedures
Manage office workflow and administrative processes
Client Care & Satisfaction
Ensure exceptional customer service for clients and families
Resolve client concerns promptly and professionally
Conduct client satisfaction calls and quality assurance visits
Collaborate with Care Managers to ensure individualized care plans are followed
Monitor client retention and service quality
Staffing & Caregiver Management
Supervise scheduling team to ensure all shifts are covered
Monitor staffing levels and caregiver utilization
Assist with recruitment, interviewing, hiring, onboarding, and orientation
Coach, mentor, and support office staff and caregivers
Conduct performance evaluations and corrective action when necessary
Promote caregiver engagement and retention initiatives
Scheduling & Workforce Management
Ensure schedules are completed at least 4 weeks in advance whenever possible
Minimize overtime while maintaining continuity of care
Develop contingency staffing plans for call-offs and emergencies
Monitor attendance and caregiver reliability
Compliance & Risk Management
Ensure caregiver files remain compliant
Monitor background checks, training, and certifications
Investigate incidents, complaints, and employee concerns
Ensure accurate documentation and reporting
Financial & Business Performance
Monitor payroll and labor costs
Review billing accuracy and assist with accounts receivable as needed
Track operational KPIs including client satisfaction, caregiver retention, fill rate, open shifts, overtime, referral conversion, and client retention
Business Development Support
Collaborate with the marketing team to ensure excellent referral partner experiences
Maintain strong relationships with hospitals, hospices, assisted living communities, and community partners
Support growth initiatives and community outreach events
Qualifications:
Bachelor's degree preferred in Healthcare Administration, Business, Nursing, Human Services, or related field
Minimum 3–5 years of management experience in home care, healthcare, senior services, or a related field
Previous supervisory experience required
Scheduling experience strongly preferred
Experience managing multiple priorities in a fast-paced environment
Knowledge & Skills:
Excellent leadership and coaching skills
Strong organizational and time management abilities
Exceptional customer service skills
Excellent verbal and written communication
Conflict resolution and problem-solving skills
Ability to manage confidential information
Strong computer skills (Microsoft Office, scheduling software, EMR/home care software)
Ability to analyze reports and performance metrics
Physical Requirements:
Ability to travel locally for client visits and community meetings
Ability to sit, stand, and walk for extended periods
Valid driver's license and reliable transportation
Performance Metrics (KPIs):
Client satisfaction score
Caregiver retention rate
Client retention rate
Shift fill rate
Percentage of open shifts
Scheduling completed 4 weeks in advance
Overtime percentage
Response time to client inquiries
Referral conversion rate
Employee turnover
Compliance audit score
Revenue and labor cost targets
If you are a motivated and organized professional with a passion for delivering exceptional home care services, we encourage you to apply for this exciting opportunity.
Apply Now!
