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.

Benefits

• Competitive Base Salary: $200,000 – $250,000 (commensurate with experience)
• Generous Paid Time Off (PTO) and Paid Holidays
• Executive-level career visibility and leadership autonomy
• The opportunity to lead an industry-leading agency that genuinely changes lives every single day