Manager – Homecare Operations

Sukino Healthcare Solutions; Hyderabad; On-site; INR 700,000 - 1,000,000; Full time

Job summary

A leading homecare service provider in Hyderabad is seeking a Homecare Operations Manager responsible for overseeing operations, ensuring service excellence, and driving revenue growth. The ideal candidate will manage lead conversion, supervise staff performance, coordinate billing, and resolve customer issues effectively. Strong leadership and operational skills are essential for maintaining high customer satisfaction and compliance with service standards.

Qualifications

• Experience in homecare operations management.
• Strong leadership and communication skills.
• Ability to monitor and manage performance effectively.

Responsibilities

• Oversee end-to-end homecare operations.
• Drive lead conversion and sales initiatives.
• Ensure compliance and documentation are maintained.
• Resolve customer issues and disputes promptly.

Job description

Role Overview

The Homecare Operations Manager is responsible for overseeing end-to-end homecare operations, ensuring service excellence, revenue growth, supervisor performance management, billing coordination, and customer satisfaction. The role focuses on lead conversion, operational efficiency, staff performance monitoring (in-house & vendor), and ensuring timely collections.

1. Lead Management & Sales Conversion

• Monitor and manage inbound and outbound leads.

• Maintain a monthly lead tracker and conversion report.

• Drive maximum conversion of leads through effective communication, cost explanation, and service positioning.

• Counsel and convince customers regarding staff utilization and service packages.

• Coordinate with the sales team for business development initiatives.

2. Supervisor Monitoring & Field Operations

• Monitor daily activities and performance of all Supervisors.

• Ensure supervisors actively participate in referral generation and review collection.

• Ensure 100% compliance in obtaining signed consent forms from all customers.

• Conduct regular review meetings with supervisors on performance and service delivery standards.

• Monitor staff deployment efficiency (in-house and vendor).

3. Revenue Growth & Visit Optimization

• Strategically work towards increasing monthly visits and revenue.

• Identify opportunities for upselling and cross-selling services.

• Ensure optimal staff utilization to improve operational margins.

• Track revenue performance against targets.

4. Customer Relationship & Issue Resolution

• Interact directly with customers to resolve escalations and service-related concerns.

• Address complaints related to staff performance (both in-house and vendor staff).

• Ensure corrective action plans are implemented promptly.

• Maintain high customer satisfaction and retention rates.

5. Billing & Collection Coordination

• Coordinate closely with the Billing team.

• Ensure timely collection of outstanding dues.

• Follow up on delayed payments and billing clarifications.

• Support resolution of disputes where customers delay payments.

• Monitor ageing reports and ensure reduction in outstanding receivables.

6. Compliance & Documentation

• Ensure proper documentation including consent forms and service agreements.

• Maintain operational records and reports on a monthly basis.

• Ensure adherence to company policies and operational SOPs.