Manager of Operations (Detroit, MI / Hybrid)

FreedomCare•Detroit, MI

1d•Hybrid

About The Position

FreedomCare is a healthcare company dedicated to revolutionizing the home care industry since 2016, supporting patients across the U.S. by enabling them to choose a caregiver for in-home care. The company values include Here For You, Own It, Do the Right Thing, and Be Positive. FreedomCare is seeking a Manager of Operations for its Michigan Operations Team, a full-time hybrid role requiring weekly travel to the Wayne County, Michigan office. The Operations Manager will oversee Michigan operations across assigned service lines, including Home Help agency provider operations and HIDE SNP / MI Coordinated Health-related operational workflows. This role ensures the accurate and consistent execution of various operational processes from referral to billing readiness and compliance. The position is accountable for day-to-day operations in the Michigan market, ensuring authorized services are delivered in accordance with all relevant requirements and company policies. The Manager collaborates with various internal and external teams to ensure operational performance and regulatory readiness. Key accountabilities include ensuring referrals become compliant service records, managing participant-provider agreements, preparing caregiver and agency records, supporting billing through documentation, and resolving client/caregiver issues. The role focuses on managing operations for growth, service quality, client and caregiver experience, compliance, audit readiness, issue resolution, and profitability, while monitoring data and implementing process improvements.

Requirements

5+ years of experience in management operations (healthcare, business, customer experience are all interesting areas of past experience)
Demonstrated ability to think outside the box, developing strategy and turning it into tangible results
Experience in a leadership role; able to effectively manage and motivate a team of 20+ employees
Passion for improving home care and for leveraging technology to improve lives
Ability to utilize technology to advance company initiatives
Energized by ambitious goals and working in a fast-paced environment
Must be comfortable rolling up their sleeves, being hands-on, and doing whatever is necessary to support the team while building and growing it
Meets operational, quality, compliance, growth, and financial goals while maintaining service integrity, documentation accuracy, and member/caregiver experience.
Identifies root causes, resolves service delivery barriers, escalates risks appropriately, and implements sustainable workflow improvements.
Builds, trains, and develops high-performing Ohio operations teams; sets clear expectations; holds staff accountable; and creates a culture of compliance, service quality, and continuous improvement.
Working knowledge of Michigan Medicaid Home Help, HIDE SNP / MI Coordinated Health operational expectations, MDHHS Adult Services workflows, CHAMPS-related requirements, service authorization, Time and Task documentation, incident / complaint escalation, and audit readiness.
Ability to identify operational compliance risks, implement corrective action plans, monitor follow- through , and maintain documentation sufficient for internal, payer, MDHHS, and audit review.
Ability to use dashboards and reports to monitor referral flow, service start timelines, caregiver onboarding, CHAMPS association, documentation completion, missed visits, incidents, complaints, authorization utilization , and team productivity.
Ability to coordinate effectively with compliance, clinical, billing, payroll, HR, training, technology, growth, MDHHS-related contacts, ASWs, care management teams, and external plan stakeholders.
Ability to create, implement, and refine SOPs, workflows, job aids, escalation paths, and quality-control processes for Michigan waiver services.
Balances growth and operational speed with Michigan waiver requirements, payer expectations, documentation standards, and health/welfare obligations.
Builds productive relationships with internal teams, Adult Services Workers, MDHHS-related contacts, plan partners, referral partners, caregivers, and clients.

Nice To Haves

Master's Degree in Business Administration or Healthcare Administration
5+ years of Healthcare / home health care experience preferred but not required

Responsibilities

Serve as the operational leader for Michigan services, ensuring efficient, compliant, client-centered operations aligned with Michigan Medicaid, MDHHS Home Help, HIDE SNP / MI Coordinated Health, payer, and company requirements.
Lead implementation and optimization of Michigan operational infrastructure, workflows, staffing models, technology use, SOPs, desk guides, training materials, and performance controls to support compliant growth and service delivery.
Manage day-to-day operations for Michigan service lines, including Home Help agency provider operations and HIDE SNP / plan-related operational workflows, from referral intake through service delivery, monitoring, documentation, issue resolution, and audit readiness.
Support compliant market growth by building operational relationships with referral sources, Adult Services Workers, MDHHS stakeholders, CHAMPS-related contacts, Medicaid and Medicare-Medicaid plan partners, community organizations, and internal growth teams, ensuring referrals align with the appropriate Michigan service line.
Hire, train, manage, and develop Michigan operations staff, while coordinating cross-functionally with clinical, compliance, technology, product, enrollment, billing, payroll, HR, and internal support teams.
Monitor quality, compliance, and operational metrics, including referral conversion, service start timeliness, Medicaid / program eligibility documentation, MSA-4676 completion, Time and Task receipt and alignment, caregiver onboarding, CHAMPS enrollment / association status, documentation completion, EVV / service verification readiness, missed visits or service gaps, incidents, complaints, caregiver retention, satisfaction, and audit readiness.
Oversee Michigan operational compliance, including caregiver qualification files, training records, CHAMPS association evidence, authorizations, client-provider agreement records, Time and Task alignment, required ASW contacts or monitoring touchpoints, incident and complaint workflows, documentation quality, and corrective actions.
Ensure Home Help services are delivered according to the authorized Time and Task and program requirements, including approved tasks, frequency, schedule, service limits, documentation requirements, service verification requirements, and escalation of discrepancies.
Ensure agency provider operations accurately reflect Michigan’s Home Help employer structure, including that the Home Help client employs the agency provider, not the individual caregiver, and that the agency does not misstate its relationship with MDHHS or the State of Michigan.
Monitor service delivery against authorization and billing requirements, including visit documentation, EVV / timekeeping, MSA-1904 or other service verification support, timesheet accuracy, missed or late visits, and prevention of over- or under-utilization.
Lead root-cause analysis and corrective action planning for operational deficiencies, including documentation gaps, late service starts, caregiver noncompliance, CHAMPS / association issues, missed visits, service-plan mismatches, complaints, incidents, and audit findings.
Partner with technology and product teams to improve referral management, Time and Task tracking, CHAMPS / onboarding tracking, documentation review, EVV / timekeeping, compliance reporting, and operational dashboards.
Create and enforce processes and policies that simplify work, incorporate feedback, improve quality of care, and support a positive culture aligned with FreedomCare core values.
Maintain working knowledge of applicable MDHHS Adult Services Manual requirements, Michigan Medicaid Provider Manual requirements, CHAMPS processes, HIDE SNP / MI Coordinated Health requirements, payer requirements, and internal compliance policies affecting Michigan operations.