Director of Operations
About The Position
The Director of Operations leads daily operations at the agency’s Brooklyn headquarters and reports directly to Executive Leadership. The role oversees end-to-end service delivery, regulatory compliance, intake and coordination workflows, field staff utilization, and cross-departmental efficiency. It calls for a hands-on operational strategist who can lead in a fast-paced, on-site environment and has substantial knowledge of New York State Department of Health regulations, MLTC/Managed Care operations, and high-volume caregiver coordination. The Director optimizes LHCSA operations and establishes performance measures across authorizations, aide retention, fulfillment, overtime, and incident resolution. The role supports specialized programs, leads compliance and quality assurance activities, manages department leaders and coordinators, and improves financial and technology workflows. The position also works with Talent Acquisition to strengthen recruitment and retention of bilingual home health aides across New York communities.
Requirements
- At least 5–7+ years of progressive operational management experience in a New York State LHCSA.
- At least 3 years in a Director-level or equivalent senior capacity.
- Thorough working knowledge of NYS DOH regulations, MLTC contracts, EVV compliance, and Medicaid-funded waiver programs such as NHTD and TBI.
- Deep familiarity with home care management and scheduling platforms, such as HHAeXchange or CareTime, and advanced operational analytics.
- Bachelor’s degree in Healthcare Administration, Business Administration, Public Health, or a related field.
- Must be eligible to work in the United States.
Nice To Haves
- Master’s degree (MHA, MBA, or MSN) preferred.
- Multilingual ability in Spanish, Haitian Creole, Russian, Cantonese, or Mandarin is an asset.
Responsibilities
- Direct and optimize daily LHCSA operations, including intake, care coordination, scheduling, clinical compliance, and customer service teams.
- Establish KPIs for case authorization, aide retention, fulfillment rates, overtime management, and incident resolution.
- Maintain a low coordinator-to-patient ratio and support dispatch within 24 hours while maintaining quality and personal connection.
- Drive workflows for HHA services, SCN initiatives, Medicaid planning, NHTD, and TBI waiver programs.
- Ensure adherence to New York State DOH regulations, federal guidelines, labor laws, and MLTC contractual standards.
- Lead survey readiness, audit preparation, and continuous quality improvement programs with the Director of Clinical Services and RN leadership.
- Oversee agency excellence benchmarks and patient and caregiver satisfaction tracking and resolution protocols.
- Mentor, train, and manage department managers, scheduling coordinators, and administrative support personnel.
- Promote an accountable, empathetic culture centered on dignity, respect, and caregiver-patient cultural and language matching.
- Partner with Talent Acquisition to build recruitment and retention pipelines for bilingual HHAs across diverse New York communities.
- Oversee labor utilization, billing reconciliation, electronic visit verification, and payroll accuracy.
- Identify agency software bottlenecks and implement automation to streamline workflows and reduce administrative lag.
Benefits
- Generous Paid Time Off (PTO)
- Paid Holidays
- Executive-level career visibility and leadership autonomy
- Opportunity to lead an industry-leading agency that changes lives
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What This Job Offers
Job Type
Full-time
Career Level
Director
