Operations Manager - PCS Home Care

Always Compassionate Home Care; City of Rochester (NY); On-site; USD 75,000 - 100,000; Full time

Job summary

Always Compassionate Health is seeking an Operations Manager for the PCS Home Care division in Rochester, fully on-site. You will lead Intake, Staffing Coordination, and Community Outreach, guiding frontline staff and ensuring compliant daily operations.

You will monitor performance against KPIs, coach teams, manage referrals and case openings, and collaborate with HR, Clinical Operations, and partners to maintain service quality and caregiver engagement.

Qualifications

• Bachelor’s degree in business administration, healthcare administration, or related field; equivalent combination of education and experience will be considered.
• 3–5 years in healthcare/home care with 1–2 years supervisory experience.
• Experience with intake/referral management and staffing coordination.
• Knowledge of home care operations and regulatory requirements.
• Strong supervisory, communication, and problem-solving skills.

Responsibilities

• Oversee day-to-day PCS Home Care intake and staffing coordination operations.
• Supervise, schedule, train, and coach staff; conduct evaluations with HR.
• Manage intake workflows: referrals, case openings, authorizations, follow-ups.
• Coordinate staffing to ensure coverage and caregiver matching; address gaps.
• Track KPIs: intake turnaround, referral conversion, staffing, utilization.
• Ensure compliance with regulations, policies, and documentation; budget input.

Skills

Staff supervision

Staffing coordination

KPIs & data analysis

Communication

Problem solving

Education

Bachelor’s degree in Business Administration / Healthcare Administration

Job description

It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. Operations Manager – PCS Home Care FULLY ON-SITE IN ROCHESTER Reports To: Vice President of Operations, Northern Region Supervises: Intake Coordinators, Staffing Coordinators Salary: $75,000-$100,000 Annually

POSITION SUMMARY

The Operations Manager is responsible for managing the daily operations of the Personal Care Services (PCS) Home Care division, including Intake, Staffing Coordination, and Community Outreach. This position supervises frontline operations staff, ensures daily workflows run efficiently and in compliance with regulatory requirements and company standards. The Operations Manager will monitor daily performance, resolve operational issues, coach and develop team members, and help ensure the organization can serve clients effectively while maintaining strong relationships with employees, referral sources, and internal partners.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Manage day-to-day operations of Intake and Staffing Coordination for the PCS Home Care division.
• Supervise, schedule, train, and coach operations staff. Conduct performance evaluations and address performance concerns in partnership with HR.
• Manage Intake workflows, including referral processing, case openings, authorizations, and timely follow-up.
• Manage Staffing Coordination activities to ensure case coverage, appropriate caregiver matching, and timely response to call-outs and staffing gaps.
• Track and report on departmental KPIs, including intake turnaround, referral conversion, staffing coverage, and caregiver utilization.
• Identify operational issues and trends and recommend and implement process improvements.
• Serve as the escalation point for client, caregiver, and staffing issues, resolving concerns promptly and professionally.
• Coordinate daily with Clinical Operations, HR, Recruitment, and other departments to ensure smooth handoffs and service delivery.
• Ensure daily operations comply with applicable regulations, company policies, and quality standards, and maintain accurate documentation.
• Provide input on staffing needs, resource planning, and departmental budgets.
• Maintain positive working relationships with referral sources and community partners.
• Perform other duties as assigned.

QUALIFICATIONS

• Bachelor’s degree in business administration, Healthcare Administration, or a related field preferred. Equivalent combination of education and experience will be considered.
• Minimum of 3–5 years of experience in healthcare, home care, personal care services, or a related industry, including at least 1–2 years in a supervisory role.
• Experience with staffing coordination, intake/referral management required.
• Working knowledge of home care operations and applicable regulatory requirements.
• Experience tracking KPIs and using data to manage daily performance.
• Strong supervisory, communication, and problem-solving skills.
• Ability to manage multiple priorities and respond quickly in a fast-paced environment.
• Ability to build effective relationships with staff, caregivers, clients, and external partners.
• Strong organizational skills and attention to detail.

CORE COMPETENCIES

• Team Supervision & Coaching
• Daily Operations Management
• Staffing & Scheduling
• Problem Solving & Escalation Management
• Process Improvement
• Regulatory Compliance
• Relationship Management
• Data Tracking & Reporting
• Communication & Collaboration

SUCCESS MEASURES

• Meet or exceed departmental KPI targets
• Improve intake turnaround time and referral conversion.
• Maintain strong staffing coverage and minimize service disruptions.
• Support caregiver utilization and retention.
• Support census growth through effective intake and outreach execution.
• Develop a well-trained, accountable operations team.
• Maintain compliance and quality standards in daily operations.
• Successfully implement process improvements and operational initiatives.

Note: This job description is intended to describe the general nature and level of work performed by employees in this position. It is not intended to be an exhaustive list of all duties, responsibilities, and qualifications required. Always Compassionate Health is committed to the principle of equal employment opportunity for all employees and providing employees with a work environment free of discrimination and harassment. All employment decisions at Always Compassionate Health are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, creed, national, social or ethnic origin, political viewpoint, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, protected veteran status, citizenship status when otherwise legally able to work, or any other status protected by the laws or regulations in the locations where we operate.

#CORPWKD If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us! Always Compassionate Health provides the highest quality of community home-based services, combined with exceptional compassion and innovation to enhance each patient’s quality of life. By bringing together several of the top home health agencies in the state, we have become one of New York’s leading providers with strategically placed offices that serve thousands of clients every day.