Home Care Operations Manager

Job Summary

Required Qualifications

• •experienced, organized and people-centered
• •confident professional
• •ability to balance compassion with accountability
• •ability to manage multiple priorities
• •ability to remain calm during urgent situations
• •proactive
• •detail-oriented
• •comfortable making decisions within company policy
• •ability to identify concerns early
• •ability to delegate responsibilities appropriately
• •ability to follow through until each matter is resolved or properly escalated
• •willingness to support office operations
• •willingness to work remotely when authorized
• •willingness to visit clients and caregivers in the field
• •willingness to respond to urgent situations when necessary
• •Monday through Friday schedule
• •rotating evening, weekend, holiday and on-call availability as needed
• •ability to oversee assigned daily home-care operations
• •ability to provide direction to schedulers, caregivers and administrative employees
• •ability to assign daily, weekly and monthly operational responsibilities
• •ability to monitor task completion and employee follow-through
• •ability to conduct regular team meetings and individual check-ins
• •ability to provide coaching, support and performance feedback
• •ability to ensure employees understand company policies and procedures
• •ability to maintain professional communication across the organization
• •ability to escalate significant concerns to senior leadership
• •ability to provide senior leadership with accurate operational updates
• •ability to help develop practical solutions to staffing, client-service and workflow concerns
• •ability to support organizational growth and new service areas
• •ability to maintain a calm, professional and solution-focused leadership presence
• •ability to oversee client and caregiver schedules
• •ability to review open shifts and staffing concerns
• •ability to monitor coverage for new and existing clients
• •ability to ensure caregivers are matched according to experience, availability, location and client needs
• •ability to review caregiver qualifications before assignment
• •ability to help secure urgent coverage when necessary
• •ability to monitor recurring call-offs and attendance patterns
• •ability to review missed clock-ins, late arrivals, early departures and potential no-call, no-show incidents
• •ability to approve schedule changes within assigned authority
• •ability to monitor overtime and prevent unnecessary or unauthorized overtime
• •ability to ensure scheduling changes are entered into WellSky
• •ability to verify that all affected employees and authorized clients are notified of schedule changes
• •ability to support continuity of care by reducing unnecessary caregiver changes
• •ability to confirm that caregivers do not leave clients before the scheduled end of a shift without authorization or proper relief
• •ability to coordinate new client starts
• •ability to review client schedules, service needs and caregiver requirements
• •ability to assist with authorized non-medical client assessments
• •ability to develop, review or update non-medical care plans within the authorized scope of the position
• •ability to ensure care plans accurately reflect approved client needs and preferences
• •ability to enter or approve care-plan updates in WellSky
• •ability to ensure assigned caregivers receive current care instructions
• •ability to verify caregiver acknowledgment of important changes
• •ability to remove or replace outdated care instructions
• •ability to review caregiver documentation for consistency with the care plan
• •ability to conduct supervisory visits and client check-ins
• •ability to monitor client satisfaction and service quality
• •ability to respond to changes in client needs
• •ability to coordinate approved schedule increases or decreases
• •ability to report significant client concerns to senior leadership
• •ability to maintain accurate and organized client records
• •ability to ensure caregivers remain within their authorized responsibilities
• •ability to prevent caregivers from performing nursing or medical tasks outside their permitted scope
• •ability to build respectful relationships with clients and authorized family members
• •ability to respond to questions, requests and service concerns
• •ability to communicate approved schedule and staffing updates
• •ability to address client complaints promptly and professionally
• •ability to investigate concerns before reaching conclusions
• •ability to document all significant client and family communication
• •ability to explain company procedures clearly and respectfully
• •ability to maintain appropriate professional boundaries
• •ability to protect confidential employee and client information
• •ability to avoid discussing private employee pay or disciplinary information with clients and families
• •ability to help resolve caregiver compatibility concerns
• •ability to coordinate caregiver replacements when necessary
• •ability to escalate serious service concerns to senior leadership
• •ability to provide clear expectations to caregivers
• •ability to monitor attendance, punctuality and dependability
• •ability to review caregiver documentation and task completion
• •ability to address repeated missed clock-ins or clock-outs
• •ability to review reports of sleeping, neglect, unsafe care or unprofessional conduct
• •ability to conduct coaching and corrective-action meetings
• •ability to document employee counseling and performance concerns
• •ability to develop performance-improvement expectations when appropriate
• •ability to recommend removal from a client assignment when necessary
• •ability to recommend suspension or termination when warranted
• •ability to recognize strong caregiver performance
• •ability to support caregiver retention through communication, training and appropriate assignment matching
• •ability to ensure caregivers maintain professional boundaries
• •ability to enforce uniform, appearance, confidentiality and documentation requirements
• •ability to confirm that caregivers remain awake and attentive throughout every assigned shift
• •ability to complete corrective action and termination decisions according to company policy and applicable employment laws
• •ability to support or oversee the caregiver and administrative hiring process
• •ability to review resumes and employment applications
• •ability to conduct applicant pre-screening
• •ability to interview caregiver and administrative applicants
• •ability to evaluate experience, professionalism and availability
• •ability to review applicants for client-specific skills
• •ability to confirm experience with personal care, dementia support, transfers, bedbound clients and Hoyer lifts when applicable
• •ability to review employment history and professional references
• •ability to coordinate background checks and required screenings
• •ability to confirm required onboarding documentation
• •ability to review applicant eligibility before assignment
• •ability to communicate hiring recommendations to senior leadership
• •ability to coordinate orientation and training
• •ability to ensure new employees understand scheduling, attendance and documentation expectations
• •ability to monitor new employees during their introductory period
• •ability to maintain accurate applicant and hiring records in Apploi or other approved systems
• •ability to follow approved hiring standards
• •ability to not make unauthorized compensation or employment promises
• •ability to coordinate new-hire orientation
• •ability to review company policies with new employees
• •ability to assign required training
• •ability to track training completion
• •ability to review client-specific instructions before assignment
• •ability to confirm employee access to WellSky and other systems
• •ability to explain clock-in, clock-out and documentation requirements
• •ability to review call-off and attendance procedures
• •ability to provide training on client confidentiality and professional boundaries
• •ability to coordinate Hoyer-lift or transfer training when required
• •ability to confirm employees are prepared before being assigned independently
• •ability to maintain organized training and orientation records
• •ability to be prepared to respond to client falls
• •ability to be prepared to respond to injuries
• •ability to be prepared to respond to changes in condition
• •ability to be prepared to respond to skin concerns
• •ability to be prepared to respond to medication-related concerns
• •ability to be prepared to respond to caregiver call-offs
• •ability to be prepared to respond to missed shifts
• •ability to be prepared to respond to no-call, no-show incidents
• •ability to be prepared to respond to client complaints
• •ability to be prepared to respond to suspected abuse, neglect or exploitation
• •ability to be prepared to respond to unsafe transfers
• •ability to be prepared to respond to hospitalizations
• •ability to be prepared to respond to emergency-service involvement
• •ability to be prepared to respond to caregiver misconduct
• •ability to be prepared to respond to client or family conflicts
• •ability to confirm the immediate safety of the client
• •ability to direct the employee to follow emergency procedures
• •ability to contact emergency services when appropriate
• •ability to notify authorized individuals
• •ability to gather factual information
• •ability to ensure required reports are completed
• •ability to review documentation and available evidence
• •ability to conduct follow-up interviews
• •ability to preserve confidentiality
• •ability to notify senior leadership
• •ability to coordinate corrective action or service changes
• •ability to track the concern until all required follow-up is completed
• •ability to review client and employee files for missing information
• •ability to conduct routine documentation audits
• •ability to review WellSky notes and completed care-plan tasks
• •ability to confirm that incomplete tasks include appropriate explanations
• •ability to monitor electronic visit verification compliance
• •ability to review incident reports
• •ability to track required employee training
• •ability to monitor background-check and screening requirements
• •ability to review abuse, neglect and sex-offender registry requirements
• •ability to assist with state licensing and audit preparation
• •ability to organize records for internal and external reviews
• •ability to correct documentation deficiencies
• •ability to ensure company policies are consistently applied
• •ability to participate in quality-assurance meetings
• •ability to help develop corrective-action plans
• •ability to maintain knowledge of applicable company, state and federal requirements
• •ability to report potential compliance concerns to senior leadership immediately
• •ability to review scheduled hours against electronic visit verification records
• •ability to identify missed clock-ins and clock-outs
• •ability to review late arrivals and early departures
• •ability to investigate time discrepancies
• •ability to confirm approved schedule extensions
• •ability to review potential overtime
• •ability to obtain required corrections before payroll deadlines
• •ability to communicate approved payroll information to the appropriate department
• •ability to ensure employees do not independently alter time records
• •ability to document all approved time corrections
• •ability to direct employee payroll questions to the appropriate office or finance representative
• •ability to not promise payroll corrections or compensation changes without proper review and authorization
• •ability to support relationships with senior-living communities