Director of Operations

We are seeking a visionary, results-oriented Director of Operations to take the helm of our daily agency operations at our Brooklyn headquarters. Reporting directly to Executive Leadership, you will oversee end-to-end service delivery, regulatory compliance, intake/coordination workflows, field staff utilization, and cross-departmental efficiency.

This role requires a hands-on, high-caliber operational strategist who thrives in an on-site, fast-paced environment and possesses deep fluency in New York State Department of Health (DOH) regulations, MLTC/Managed Care operations, and high-volume caregiver coordination.

Key Responsibilities

• 1. Strategic Operational Leadership
• Direct and optimize daily LHCSA operations, including intake, care coordination, scheduling, clinical compliance, and customer service teams.
• Establish clear key performance indicators (KPIs) across case authorization, aide retention, fulfillment rates, overtime management, and incident resolution.
• Maintain a low coordinator-to-patient ratio culture, ensuring dispatch is lightning-fast (within 24 hours) without sacrificing quality or personal connection.
• Drive operational workflows supporting specialized programs, including Home Health Aide (HHA) services, Social Care Network (SCN) initiatives, Medicaid planning, NHTD, and TBI waivers.
• 2. Regulatory Compliance & Quality Assurance
• Ensure strict adherence to New York State DOH regulations, federal guidelines, labor laws, and Managed Long-Term Care (MLTC) contractual standards.
• Lead survey readiness, audit preparations, and continuous quality improvement (CQI) programs in partnership with the Director of Clinical Services / RN leadership.
• Uphold agency excellence benchmarks and oversee patient/caregiver satisfaction tracking and resolution protocols.
• 3. Team Management & Culture
• Mentor, train, and manage department managers, scheduling coordinators, and administrative support personnel.
• Champion a high-accountability, high-empathy culture centered on dignity, respect, and seamless caregiver-patient cultural/language matching.
• Partner with Talent Acquisition to build robust recruitment and retention pipelines for bilingual HHAs across diverse New York communities.
• 4. Financial & Technology Optimization
• Oversee labor utilization, billing reconciliation, electronic visit verification (EVV), and payroll accuracy to maintain healthy unit economics.
• Identify bottlenecks in agency software (e.g., HHAeXchange or equivalent enterprise platforms) and implement automations to streamline workflows and reduce administrative lag.

Requirements

Qualifications

• Minimum 5–7+ years of progressive operational management experience in a Licensed Home Care Services Agency (LHCSA) in New York State, with 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 (e.g., NHTD, TBI).
• Deep familiarity with home care management and scheduling platforms (e.g., HHAeXchange, CareTime) and advanced operational analytics.
• Bachelor’s degree in Healthcare Administration, Business Administration, Public Health, or a related field required; Master’s (MHA/MBA/MSN) preferred.
• Multilingual ability in Spanish, Haitian Creole, Russian, Cantonese, or Mandarin is an asset.
• Must be eligible to work in the United States.