Position Summary
Care of Excellent is seeking a highly motivated, experienced, and results-driven Program Manager to oversee the daily operations of multiple service programs while ensuring exceptional quality of care, regulatory compliance, employee performance, and client satisfaction.
This position is ideal for an experienced healthcare professional who thrives in a fast-paced, high-growth environment and possesses outstanding leadership, organizational, and problem-solving abilities. The Program Manager must be capable of managing multiple priorities, leading diverse teams, making critical operational decisions, and maintaining the highest standards of excellence.
The successful candidate will embrace Care of Excellent’s mission of delivering compassionate, person-centered services while helping the agency continue its rapid growth throughout Ohio.
Essential Duties and Responsibilities
Leadership & Operations
- Oversee the day-to-day operations of assigned programs and services.
- Supervise Program Coordinators, Supervisors, Direct Support Professionals (DSPs), Home Health Aides (HHAs), and other staff.
- Ensure all programs operate efficiently while maintaining exceptional service quality.
- Lead by example and promote a culture of professionalism, accountability, and teamwork.
- Respond quickly to operational challenges and implement effective solutions.
- Participate in the agency’s on-call rotation as needed.
Regulatory Compliance
- Ensure compliance with:
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Ohio Department of Developmental Disabilities (DODD)
- Ohio Department of Health (ODH)
- Ohio Department of Aging (ODA)
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- Agency policies and procedures
- Monitor documentation for accuracy, timeliness, and compliance.
- Prepare for state surveys, audits, and inspections.
- Assist with investigations, incident reports, UI/MUI reporting, and corrective action plans.
Staff Management
- Recruit, interview, hire, train, mentor, and evaluate employees.
- Conduct regular employee performance evaluations.
- Coach staff toward continuous improvement.
- Address employee concerns professionally and promptly.
- Ensure adequate staffing levels are maintained.
- Assist with scheduling and emergency staffing coverage.
- Foster employee engagement and retention.
Client Services
- Ensure every client receives high-quality, person-centered care.
- Conduct client visits and quality assurance reviews.
- Maintain positive relationships with families, guardians, county boards, case managers, hospitals, managed care organizations, and referral partners.
- Resolve concerns quickly while maintaining professionalism and confidentiality.
- Monitor client satisfaction and implement service improvements.
Quality Assurance
- Develop and monitor performance metrics.
- Conduct internal audits.
- Identify opportunities for operational improvement.
- Implement corrective action plans when necessary.
- Monitor staff documentation for accuracy and compliance.
- Ensure service plans are implemented appropriately.
Business Development
- Assist leadership with agency growth initiatives.
- Build and maintain strong relationships with referral sources.
- Represent Care of Excellent professionally during community meetings, networking events, and provider fairs.
- Support expansion into new programs and services.
- Help identify opportunities for new contracts and strategic partnerships.
Financial & Administrative Responsibilities
- Monitor program productivity.
- Assist with budgeting and resource management.
- Review payroll approvals and staffing utilization.
- Monitor overtime and labor efficiency.
- Ensure efficient use of agency resources.
- Prepare operational reports for executive leadership.
Required Qualifications
- Bachelor’s Degree in Healthcare Administration, Business Administration, Social Work, Nursing, Human Services, or related field (Master’s Degree preferred).
- Minimum 5 years of management experience in healthcare, home health, developmental disabilities, behavioral health, or human services.
- Minimum 3 years supervising multiple employees.
- Extensive knowledge of Ohio Medicaid waiver services preferred.
- Experience working with DODD, ODA, PASSPORT, home health, or managed care organizations preferred.
- Valid Ohio driver’s license with reliable transportation.
- Ability to travel throughout assigned service areas.
- Ability to successfully complete all required background checks.
Knowledge, Skills & Abilities
The ideal candidate will possess:
- Exceptional leadership abilities
- Strong conflict resolution skills
- Excellent written and verbal communication
- High emotional intelligence
- Critical thinking and sound judgment
- Strong organizational skills
- Ability to manage multiple priorities simultaneously
- Strong computer proficiency
- Knowledge of Microsoft Office and electronic health record systems
- Ability to maintain confidentiality
- Professional appearance and demeanor
- Strong decision-making ability
- Excellent time management
- Ability to perform under pressure
- Strong customer service orientation
Physical Requirements
- Ability to sit, stand, walk, bend, lift, and travel frequently.
- Ability to occasionally lift up to 40 pounds.
- Ability to work evenings, weekends, or holidays when operational needs require.
Work Environment
This is a dynamic leadership position requiring work in:
- Office settings
- Client homes
- Community locations
- Healthcare environments
Frequent travel throughout assigned counties is expected.
Performance Expectations
The Program Manager will be evaluated based upon:
- Client satisfaction
- Employee retention
- Compliance outcomes
- Quality assurance scores
- Documentation accuracy
- Timely completion of assignments
- Staff development
- Operational efficiency
- Growth of assigned programs
- Leadership effectiveness
- Community relationships
- Agency professionalism
Core Leadership Competencies
Care of Excellent is seeking a servant leader who demonstrates:
- Integrity
- Accountability
- Compassion
- Professionalism
- Excellence
- Initiative
- Innovation
- Adaptability
- Teamwork
- Respect
- Continuous improvement
