Director of Operations (Home Care)

Always Compassionate Home Care • Rochester, NY

2d

About The Position

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.

Requirements

• Bachelor's degree in Business Administration, Healthcare Administration, Management, or a related field required
• 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.
• 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.

Nice To Haves

• Master's degree preferred.
• Experience with staffing operations, intake/referral management, and community outreach preferred.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Director