Manager, Care Operations

Careforth•Boston, MA

42d•Remote

About The Position

A pioneer in the caregiving space, Careforth supports family caregivers across the United States to confidently care for their loved ones at home. Through a combination of in-person home visits, remote coaching and our proprietary digital collaboration app, we provide caregivers with support, guidance, confidence, and connection to resources they need. The Caregivers and families we support stay with Careforth for many years, building lasting relationships along the way. Join us today and live our values: lead with heart, cultivate trust, go beyond. Reporting to the VP, Operations, the Manager, Care Operations leads the team responsible for centralized, administrative support to care teams, caregivers, and consumers across Careforth's programs. This role sets the standards, staffing plans, and performance targets for high-volume operational tasks, including but not limited to Cost Share administration (Careforth’s consumer copay program), caregiver pay and stipend verification, caregiver credentialing, and background verification. The Manager owns operating KPIs across the Operations team, with a focus on workflow design, automation, process optimization and efficiency. The Manager leads the Care Operations team and will work cross-functionally to advance the operational scope, capabilities and deliverables.

Requirements

Bachelor's degree in Business, Healthcare Administration, or a related field; equivalent experience will be considered.
6+ years of operations leadership experience, including 2+ years of direct people management, preferably within healthcare, home care, or another regulated service environment.
Demonstrated success leading high-volume, service-oriented teams with responsibility for service delivery, workforce planning, and operational performance.
Strong understanding of healthcare, home care, or other regulated service environments
Proven ability to translate strategic priorities into operational plans and leverage data, KPIs, and performance metrics to drive results and continuous improvement.
Strong communication, stakeholder management, and cross-functional collaboration skills, including experience utilizing case management, CRM, and reporting tools to support operational decision-making.

Responsibilities

Lead and develop the Care Operations team, driving team performance, accountability, and employee development in support of departmental priorities.
Provide oversight and governance for the escalation and resolution of complex operational issues that cannot be resolved at the Supervisor level, ensuring timely escalation and cross-functional coordination.
Execute operational priorities in collaboration with the VP, Operations and the Operating Plan, aligning resources, workflows, and team performance to support key objectives.
Own workflow design, creation, evaluation, and documentation for operational processes and procedures.
Oversee cost share operations, establishing performance goals, and monitoring enrollment and collection outcomes. Partner with Finance on reporting, process effectiveness, and continuous improvement opportunities.
Define service delivery standards for caregiver and consumer support operations across channels, and own performance against defined service levels and customer experience objectives.
Define and manage operational support strategies for caregiver credentialing intake and caregiver pay processes, partnering with cross-functional stakeholders to optimize workflows and improve service outcomes.
Oversee the Background Verification function, setting performance standards, ensuring compliance with background verification policies, and supporting new state and program launches to meet state and payer credentialing requirements.
Establish, monitor, and report on key operational performance indicators; lead operational improvement initiatives and special projects that enhance efficiency, scalability, compliance, and stakeholder experience as needed.
Partner with Clinical Services, Enrollment, Payer Authorization, and Caregiver Credentialing stakeholders to improve processes, reduce operational rework, and strengthen cross-functional collaboration.
Perform other duties as assigned.