Director of Operations (Home Care)

True Care•New York, NY

1d•$130,000 - $150,000•Onsite

About The Position

The Director of Operations will oversee and manage the Intake and Call Center Teams for a New York State–licensed LHCSA. This role is responsible for managing high-volume Medicaid and MLTC referrals, ensuring timely service initiation, maintaining regulatory compliance, and delivering a high-quality experience to members, families, and referral partners. The Director provides strategic and operational leadership to intake and call center teams while supporting census growth and operational efficiency.

Requirements

Bachelor’s degree required
Minimum of 5–7 years of leadership experience in LHCSA intake, call center, or operations.
Strong working knowledge of NYS DOH LHCSA regulations, Medicaid eligibility, and MLTC referral processes.
Proven experience managing high-volume Medicaid/MLTC intake environments.
Strong operational, analytical, and organizational skills.
Excellent communication and leadership abilities.
Proficiency with EMR and call center systems.
Detail-oriented with a strong compliance mindset.

Nice To Haves

Prior experience utilizing HHAeXchange a huge plus.

Responsibilities

LHCSA Intake Operations
Oversee the full intake lifecycle for LHCSA services, including referral receipt, eligibility verification, MLTC authorization coordination, and start-of-care readiness.
Ensure referrals are processed in compliance with NYS DOH LHCSA regulations and contractual payer requirements.
Maintain intake documentation standards consistent with Medicaid and MLTC audit expectations.
Monitor referral-to-start timelines and address barriers to timely service initiation.
Call Center Management
Direct daily operations of a high-volume inbound/outbound call center supporting members, caregivers, and referral sources.
Establish service level standards (call response times, abandonment rates, escalation protocols).
Ensure appropriate staffing coverage across required operational hours, including evenings and weekends.
Implement quality assurance processes, call monitoring, and performance coaching.
Leadership & Staff Development
Lead, develop, and manage Intake Managers, Supervisors, and Call Center staff.
Drive accountability through KPIs, performance reviews, and corrective action as needed.
Support hiring, onboarding, and training initiatives, ensuring staff competency in LHCSA-specific workflows.
Promote a culture of professionalism, compliance, and member-centered service.
Compliance & Regulatory Oversight
Ensure intake and call center operations align with NYS DOH regulations, Medicaid rules, MLTC contracts, HIPAA, and agency policies.
Partner with Compliance, QA, and Legal teams to support audits, surveys, and corrective action plans.
Identify compliance risks within intake and call workflows and implement corrective measures.
Cross-Functional Collaboration
Work closely with Nursing, Scheduling, Recruitment, Payroll, and Operations to ensure seamless transitions from intake to service delivery.
Collaborate with Business Development and payer partners to improve referral pipelines and conversion rates.
Serve as an escalation point for complex member, caregiver, and referral source issues.
Data, Reporting & Performance Metrics
Track and analyze intake and call center KPIs including call volume, referral volume, conversion rates, authorization turnaround, and start-of-care timelines.
Prepare regular operational reports for executive leadership.
Use data to drive process improvements and operational efficiencies.
Technology & Process Improvement
Oversee intake systems and call center technology in HHAeXchange used in LHCSA operations.
Ensure accurate data entry and system utilization across teams.
Recommend and implement workflow enhancements to support growth and regulatory compliance.