Manager of Operations (Cleveland, Ohio / Hybrid)

FreedomCare•Cleveland, OH

1d•Hybrid

About The Position

FreedomCare is a healthcare company dedicated to revolutionizing the home care industry since 2016, supporting patients nationwide by enabling them to choose their own caregivers. The company operates with core values of service, ownership, integrity, and positivity. This full-time, hybrid role is for a Manager of Operations to oversee Ohio operations, including Personal Care Services and Structured Family Caregiving. The position requires weekly travel to the Cleveland, OH office. The Manager of Operations is responsible for ensuring the accuracy and consistency of various operational processes, including referrals, eligibility, service authorization, caregiver onboarding, service delivery, documentation, billing readiness, quality assurance, and compliance. This role owns the day-to-day operations for the Ohio market, ensuring authorized waiver services are delivered according to person-centered service plans and company policies. The Manager collaborates with various internal teams (clinical, compliance, enrollment, care management, HR, training, technology) and external stakeholders (MCOs, waiver administrators) to achieve operational goals related to growth, service quality, member and caregiver experience, compliance, audit readiness, issue resolution, and profitability. The role involves monitoring operational data, identifying risks, and implementing process improvements for safe, compliant, and scalable service delivery.

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 Ohio Medicaid waiver operations, including person-centered service planning, provider conditions of participation, service authorization, documentation standards, 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 and external review.
Ability to use dashboards and reports to monitor referral flow, service start timelines, caregiver/aide onboarding, documentation completion, missed visits, incidents, complaints, authorization utilization, and team productivity.
Ability to coordinate effectively with compliance, clinical, billing, payroll, HR, training, technology, growth, and external waiver stakeholders.
Ability to create, implement, and refine SOPs, workflows, job aids, escalation paths, and quality-control processes for Ohio waiver services.
Balances growth and operational speed with Ohio waiver requirements, payer expectations, documentation standards, and health/welfare obligations.
Builds productive relationships with internal teams, care managers, MCOs, waiver administrators, referral partners, caregivers, and members.

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 Ohio services, ensuring efficient, compliant, member-centered operations aligned with Ohio Medicaid, waiver, payer, and company requirements.
Lead implementation and optimization of Ohio 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 Ohio service lines, including Personal Care Services and Structured Family Caregiving, from referral intake through service delivery, monitoring, documentation, issue resolution, and audit readiness.
Support compliant market growth by building operational relationships with referral sources, waiver partners, care management entities, community organizations, MCOs, ODM-related stakeholders, and internal growth teams, ensuring referrals align with the appropriate Ohio service line.
Hire, train, manage, and develop Ohio operations staff, while coordinating cross-functionally with clinical, compliance, technology, product, and internal support teams.
Monitor quality, compliance, and operational metrics, including referral conversion, service start timeliness, PCSP/service-plan alignment, caregiver/aide onboarding, documentation completion, missed visits, service gaps, incidents, complaints, caregiver retention, satisfaction, and audit readiness.
Oversee Ohio operational compliance, including caregiver qualification files, training records, authorizations, PCSP/service-plan alignment, SFC residency verification, home visits or monitoring touchpoints, incident and complaint workflows, documentation quality, and corrective actions.
Ensure Personal Care Services are delivered according to the authorized person-centered services plan, including approved tasks, frequency, schedule, service limits, documentation requirements, and escalation of discrepancies.
Ensure Structured Family Caregiving operations comply with Ohio requirements, including residency expectations, caregiver onboarding and training, daily care/support documentation, ongoing monitoring, and escalation of health, welfare, or eligibility concerns.
Monitor service delivery against authorization and billing requirements, including visit documentation, EVV/timekeeping, 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, missed visits, service-plan mismatches, complaints, incidents, and audit findings.
Partner with technology and product teams to improve referral management, service-plan tracking, onboarding, 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 Ohio Administrative Code requirements, waiver guidance, payer requirements, and internal compliance policies affecting Ohio waiver operations.