Director of Operations (Homecare)

Location: Brooklyn, NY (On-site / In-Office)
Compensation: $200,000 – $250,000 / year + Comprehensive Benefits
Employment Type: Full-Time

We are not just another home care agency—we are redefining what compassionate, dignified in-home support looks like across New York. Operating at the intersection of clinical excellence, cultural alignment, and rapid-response care, our organization empowers thousands of families and vulnerable individuals across the five boroughs to heal, thrive, and age with grace in the place they love most: home. From top-tier Home Health Aide services and pioneering Social Care Network programs to specialized Medicaid and waiver navigation, we remove the friction from healthcare. We move fast, hold ourselves to an uncompromising standard of service, and maintain an intimate, family-centered touch where every patient is known by name. If you are an exceptional healthcare operations leader driven by purposeful innovation, measurable impact, and human-first care, you belong here.

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.

• 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.

• 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.

• 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.

• 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.

• Experience: Minimum of 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.
• Regulatory Expertise: Thorough, working knowledge of NYS DOH regulations, MLTC contracts, EVV compliance, and Medicaid-funded waiver programs (e.g., NHTD, TBI).
• Location & Presence: Must be able to work 100% on-site in Brooklyn, NY.
• Systems Fluency: Deep familiarity with home care management and scheduling platforms (e.g., HHAeXchange, CareTime) and advanced operational analytics.
• Leadership Style: Decisive, data-driven, highly organized, and adept at cross-functional problem-solving in high-volume environments.
• Education: Bachelor’s degree in Healthcare Administration, Business Administration, Public Health, or a related field required; Master’s (MHA/MBA/MSN) preferred.
• Language Skills: Multilingual ability (Spanish, Haitian Creole, Russian, Cantonese, or Mandarin) is an asset.

• 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