Manager of Operations

Department & Position Overview:

We are looking for a Manager of Operations who has an innovative, entrepreneurial spirit and a passion for continually improving the way we do things.

The Manager of Operations is responsible for overseeing Illinois operations for the Home Services Program (HSP). This role ensures that referrals, program eligibility workflows, service authorizations, caregiver onboarding and training, service delivery, documentation, billing readiness, quality assurance, and compliance operations are executed accurately and consistently.

This position owns day-to-day operations for the Illinois HSP market and is accountable for ensuring authorized services are delivered according to the customer's approved service plan, applicable Illinois HSP requirements, and company policy. The Manager partners closely with clinical leadership, compliance, intake/enrollment, Illinois Department of Human Services/Division of Rehabilitation Services (IDHS/DRS) stakeholders, payroll, billing, HR, training, and technology teams to ensure operational performance and regulatory readiness.

The position is accountable for ensuring that referrals become compliant service records, authorized service plans are implemented timely, caregivers are properly onboarded and trained, services are documented correctly, and customer/caregiver issues are resolved through clear operational workflows.

The Manager of Operations will manage operations toward growth, service quality, caregiver and customer experience, compliance performance, audit readiness, timely issue resolution, and profitability. The role monitors operational data, identifies risk trends, and implements process improvements to support safe, compliant, and scalable HSP service delivery.

Every Day You Will:

Serve as the operational leader for Illinois Home Services Program operations, ensuring efficient, compliant, customer-centered service delivery aligned with HSP requirements and company standards.
Lead implementation and optimization of Illinois operational infrastructure, workflows, staffing models, technology use, SOPs, desk guides, training materials, and performance controls to support compliant growth and service delivery.

Manage day-to-day HSP operations from referral intake through service authorization, caregiver onboarding, start of care, ongoing service delivery, monitoring, documentation, issue resolution, and audit readiness.
Support compliant market growth by building strong operational relationships with IDHS/DRS program stakeholders, referral sources, community organizations, customers, caregivers, and internal growth teams.

Hire, train, manage, and develop Illinois operations staff, while coordinating cross-functionally with compliance, clinical, technology, product, payroll, billing, HR, training, and internal support teams.
Monitor quality, compliance, and operational metrics, including referral conversion, service start timeliness, authorization alignment, caregiver onboarding and training completion, documentation completion, service gaps, incidents, complaints, caregiver retention, customer satisfaction, and audit readiness.

Oversee Illinois HSP operational compliance, including caregiver qualification files, required orientation and training records, service authorizations, service-plan alignment, required customer and caregiver documentation, incident and complaint workflows, documentation quality, and corrective actions.

Ensure services are delivered according to the customer's authorized HSP service plan, including approved services, hours, schedule, documentation requirements, and escalation of discrepancies or changes affecting service delivery.

Monitor service delivery against authorization and billing requirements, including timekeeping/EVV where applicable, timesheet accuracy, missed or late services, service gaps, and prevention of over- or under-utilization.
Lead root-cause analysis and corrective action planning for operational deficiencies, including documentation gaps, late service starts, caregiver noncompliance, service-plan mismatches, complaints, incidents, and audit findings.

Partner with technology and product teams to improve referral management, authorization tracking, onboarding, documentation review, timekeeping, compliance reporting, and operational dashboards.
Create and enforce processes and policies that simplify work, incorporate feedback, improve quality of service, and support a positive culture aligned with FreedomCare core values.
Maintain working knowledge of applicable Illinois HSP requirements, including 89 Ill. Admin. Code Part 686, IDHS/DRS program guidance, and internal compliance policies affecting Illinois operations.

Ideal Candidate Will Possess:

Bachelor's degree in healthcare administration, business, operations, public health, social services, or related field preferred; equivalent relevant experience may be considered.
5+ years of operations leadership experience, preferably in Medicaid, home and community-based services, personal assistance/home services, disability services, or healthcare operations.
Experience managing multi-function teams in a regulated healthcare environment, including performance management, workflow design, training, quality monitoring, and compliance accountability.
Working knowledge of the Illinois Home Services Program, service plans/authorizations, caregiver onboarding and training, service documentation, and audit readiness preferred.
Experience with Illinois DHS/Division of Rehabilitation Services, HSP, or comparable HCBS programs strongly preferred.
Experience partnering with state program staff, referral partners, compliance teams, billing/payroll teams, and operational leadership preferred.
Experience using healthcare operations systems, CRM/referral systems, timekeeping/EVV systems, payroll/billing workflows, and reporting dashboards preferred.
Must possess strong operational leadership experience with the ability to support compliant growth, referral conversion, stakeholder relationships, and scalable service delivery.
Demonstrated ability to think outside the box, developing strategy and turning it into tangible results
Experience in a leadership role; able to effectively manage and motivate a team of 20+ employees
Passion for improving home care and for leveraging technology to improve lives
Ability to utilize technology to advance company initiatives
Energized by ambitious goals and working in a fast-paced environment
Must be comfortable rolling up their sleeves, being hands-on, and doing whatever is necessary to support the team while building and growing it
Great interpersonal skills: you’re able to bring people along, inspire them, ask tough questions, and hold people accountable
An operational mastermind: you have a natural ability to identify processes that work, metrics that tell the story, and operations that scale without sacrificing quality
A humble leader: you understand that to lead is to set an example, to listen to others, and to always keep learning

Preferred Candidate will Possess:

Master's Degree in healthcare administration or business administration
5 + years of experience in the IL Home Services Program (HSP)
Why work at FreedomCare?