Director of Operations (Home Care)

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Title: Director of Operations – PCS Home Care Operations

Reports To: President of Rochester

Supervises: Managers and Supervisors overseeing Intake, Staffing Coordination, and Community Outreach
Salary: $120,000 - $135,000 per year

POSITION SUMMARY

The Director of Operations is responsible for the day-to-day operational performance of the Personal Care Services (PCS) Home Care division. This position oversees Intake, Staffing Coordination, and Community Outreach, ensuring that each function operates efficiently, collaboratively, and in alignment with organizational goals, regulatory requirements, and standards of service.

The Director of Operations will support operational growth, improve processes, monitor key performance indicators, develop strong department teams, and ensure the organization has the capacity to effectively serve clients while maintaining strong relationships with employees, referral sources, community partners, and internal stakeholders.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide operational leadership for the PCS Home Care division, overseeing Intake, Staffing Coordination, and Community Outreach.
• Establish departmental goals, KPIs, performance standards, and accountability measures.
• Oversee Intake operations, including referral management, case openings, authorizations, and intake efficiency.
• Oversee Staffing Coordination to ensure appropriate staffing, case coverage, caregiver utilization, and timely response to staffing needs.
• Lead Community Outreach and referral development initiatives to increase PCS census, referrals, and market presence.
• Monitor operational performance, analyze trends, and implement strategies to improve efficiency, productivity, and service quality.
• Ensure effective communication and collaboration between Intake, Staffing, Clinical Operations, HR, Recruitment, and other departments.
• Recruit, develop, coach, and hold operational leaders accountable for achieving departmental goals.
• Develop and implement process improvements, performance improvement plans, and strategies to support sustainable growth.
• Ensure operations comply with applicable regulations, company policies, and quality standards.
• Participate in budgeting, forecasting, and resource planning for the PCS division.
• Build and maintain strong relationships with referral sources, community partners, and other key stakeholders.
• Partner with the VP of Operations and executive leadership on strategic initiatives, business growth, expansion, and operational planning.
• Provide regular reporting on operational performance, challenges, and opportunities to executive leadership.
• Perform other duties and responsibilities as assigned by executive leadership.

QUALIFICATIONS

• Bachelor's degree in Business Administration, Healthcare Administration, Management, or a related field required; Master's degree preferred.
• Minimum of 5–7 years of progressive leadership experience in healthcare, home care, personal care services, or a related industry.
• Demonstrated experience overseeing multiple operational functions and leadership teams.
• Experience with staffing operations, intake/referral management, and community outreach preferred.
• Strong understanding of home care operations and applicable regulatory requirements.
• Proven ability to manage KPIs, operational performance, and organizational growth.
• Strong leadership, communication, problem-solving, and decision-making skills.
• Ability to manage multiple priorities in a fast-paced, high-growth environment.
• Demonstrated ability to build strong relationships with internal and external stakeholders.
• Strong analytical, strategic-thinking, and organizational skills.

CORE COMPETENCIES

• Operational Leadership
• Operational Excellence
• Business Growth & Development
• Performance Management
• Staffing & Workforce Management
• Process Improvement
• Regulatory Compliance
• Relationship Management
• Team Development
• Data-Driven Decision Making
• Communication & Collaboration

SUCCESS MEASURES

Success in this position will be measured by the Director of Operations' ability to:

· Improve overall PCS operational performance and efficiency.

· Support and increase client census and case growth.

· Improve intake turnaround and referral conversion.

· Improve staffing coverage and reduce service disruptions.

· Strengthen caregiver utilization and retention.

· Increase referral relationships and community partnerships.

· Establish strong accountability and performance standards across departments.

· Develop effective operational leadership teams.

· Maintain compliance and quality standards while supporting growth.

· Successfully execute operational initiatives that support the long-term growth of the PCS division.

Note: This job description is intended to describe the general nature and level of work performed by employees in this position. It is not intended to be an exhaustive list of all duties, responsibilities, and qualifications required.

Always Compassionate Health is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Always Compassionate Health are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, creed, national, social or ethnic origin, political viewpoint, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, protected veteran status, citizenship status when otherwise legally able to work, or any other status protected by the laws or regulations in the locations where we operate.

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If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!