Assistant Manager of Operations (Milwaukee, WI / On-Site)

FreedomCare•Milwaukee, WI

4d•Onsite

About The Position

FreedomCare is seeking an Assistant Manager of Operations to serve as the Agency Administrator for its Wisconsin personal care services. This on-site role requires commuting to the Wisconsin office 3–5 days per week. The position is responsible for operational performance, daily operations, regulatory compliance, and continuous improvement across the client and caregiver lifecycle—from inquiry, sales, intake, and onboarding through service activation and ongoing care support. The Assistant Manager leads people leaders, manages staffing and resources, implements operational changes, and partners with clinical staff, state leadership, and cross-functional teams. The role uses performance data and customer feedback to improve access, service continuity, quality, compliance, and the experience of clients and caregivers. The position also maintains agency administration requirements, audit readiness, accurate records, and continuity of operations. FreedomCare describes its values as Here For You, Own It, Do the Right Thing, and Be Positive. The company offers competitive compensation, medical benefits, retirement plans, wellness programs, company events, and ongoing learning opportunities. The base pay range is $65,000–$80,000 per year at the commencement of the first year of employment. Compensation decisions may consider skills, relevant experience, education, location, and licensure or certifications.

Requirements

Bachelor’s degree or higher in a healthcare-related field from an accredited college.
At least two years of experience working in a healthcare-related field.
At least five years of operations management experience.
At least one year of supervisory or administrative experience in home health care, personal care, or a related health program.
At least 21 years of age.
Ability to manage a personal care agency, respond to client and caregiver needs, and lead, coach, and develop teams and people leaders.
Ability to manage enrollment and ongoing service workflows, staffing, resources, budgets, and competing priorities while maintaining quality and compliance.
Clear verbal and written communication skills and ability to build effective relationships with employees, clients, caregivers, referral partners, payers, and regulators.
Sound judgment, attention to detail, and a customer-service approach that balances empathy, timely access, accurate documentation, confidentiality, and regulatory requirements.
Business acumen and ability to support service growth, develop referral relationships, lead change, and hold teams accountable for results.
Ability to partner with the Manager of Operations and National Expansion Program Manager to analyze performance data, identify root causes, resolve operational issues, and implement process and technology improvements.

Nice To Haves

Training and experience in healthcare administration and knowledge of applicable state and program requirements, including Wisconsin DHS 105.17 and DHS 107.112, preferred when serving as the Wisconsin Agency Administrator.
Master’s degree in healthcare administration or business administration.
Homecare agency experience in a leadership role.
Seven or more years of Medicaid experience within the state of Wisconsin.

Responsibilities

Drive state-level operational performance across home care sales, intake, orientation, start of care, and ongoing client and caregiver support.
Lead recruiting staff, secure and equip facilities, establish referral partnerships, and prepare systems and workflows for service delivery.
Hire, train, coach, and develop Team Leads; set expectations, evaluate performance, and take appropriate follow-up action.
Manage lead queues, intake pipelines, documentation collection, eligibility review, authorization status, onboarding readiness, and case aging to support timely enrollment and service activation.
Establish routines for workload distribution, scheduling, attendance, coverage, service levels, escalation review, and capacity planning; support succession planning and leadership continuity.
Monitor and report on conversion, intake completion, activation timeliness, care continuity, quality, productivity, customer experience, compliance, workforce performance, and financial results.
Partner with the Manager of Operations to use dashboards, audits, customer feedback, and operational data to identify trends and root causes; implement corrective actions for delays, errors, staffing gaps, service disruptions, complaints, incidents, and audit findings.
Ensure operations and service delivery comply with authorized care plans, payer and program requirements, state and federal regulations, HIPAA, and company policies; coordinate with qualified clinical staff on clinical oversight.
Maintain audit readiness by ensuring accurate client, caregiver, and personnel records, service authorizations, visit documentation, qualification and training records, complaint and incident records, and corrective action documentation.
Oversee employee and service provider orientation, ongoing training, evaluations, and competency processes; communicate applicable rules, contractual obligations, and policies and make required reference materials available.
Resolve complex enrollment and care-support escalations and strengthen handoffs among sales, intake, onboarding, clinical, and active-care teams to protect service continuity and customer trust.
Maintain an up-to-date organizational chart and clear lines of authority; designate a qualified Substitute Administrator in writing to maintain operations during the Administrator’s absence.
Maintain a safe, adequately equipped office with a working telephone and staffing during business hours; establish written operating hours and inform clients how to access care outside those hours.
Protect the confidentiality and security of physical and electronic client records and ensure required reports and records are accurately maintained and submitted to appropriate agencies.
Manage competing projects and operational priorities, lead teams through change, and present performance updates, risks, action plans, and recommendations to senior leadership.