Care Operations Manager

Position Summary

The Care Operations Manager is the operational hub of the agency, responsible for caregiver communication, scheduling, and day-to-day coordination. This role answers incoming calls during scheduled work hours, provides excellent first impressions to potential clients, and handles most caregiver-related needs. The position works closely with the Client Relations Manager to ensure schedules meet client expectations and support agency growth.

Work Schedule & Location

• Hours: Full-time, 40 hours per week, plus every other week on-call.
• Location: Primarily in-person at the office during scheduled shifts, with remote work allowed for after-hours/on-call responsibilities and occasional administrative tasks (as approved by the owner).

Key Responsibilities

Phone & Front-Line Customer Service

• Answer all incoming phone calls during scheduled work hours.
• Provide a warm, informative first point of contact for clients, families, caregivers, and referral partners.
• Gather initial information from prospective clients and perform brief intake for follow-up by the Client Relations Manager.
• Route clinical, financial, or marketing questions to the appropriate person.
• Monitor voicemail, text, and email during work hours and ensure prompt return of messages.

Scheduling & Operations

• Build and maintain caregiver schedules that meet client care plans and preferences.
• Adjust schedules daily to cover callouts, time-off requests, and new client starts.
• Match caregivers to clients based on skills, experience, and personality fit.
• Maintain up-to-date caregiver availability and preferences in the scheduling system.
• Communicate schedule changes clearly and promptly to caregivers, clients, and families.

Caregiver Relations, Training & Support

• Serve as the primary contact for caregiver questions and day-to-day support.
• Promote positive relationships and retention through consistent, respectful communication.
• Reinforce company policies, expectations, and performance standards.
• Escalate performance, attendance, or conduct issues to the owner with appropriate documentation.
• Caregiver Training & Development:
• Coordinate and track caregiver training, in-services, and skills refreshers.
• Identify training needs based on client feedback and performance trends and communicate them to the owner.

Recruitment, Hiring & Onboarding

• Assist with recruitment: post job ads, screen applicants, and schedule interviews.
• Participate in caregiver interviews and make hiring recommendations.
• Coordinate background checks, reference checks, and pre-employment requirements.
• Manage new-hire paperwork and onboarding, including setting up caregiver profiles.
• Provide orientation on company policies, scheduling procedures, and communication expectations.

Billing, Payroll & Financial Coordination

• Complete invoicing and billing on a regular schedule.
• Verify accuracy of hours, rates, and payer information.
• Send invoices to clients, families, VA, and long-term care insurance as appropriate.
• Record and reconcile payments and assist with tracking past-due accounts.
• Payroll:
• Process payroll for caregivers and office staff on the established schedule.
• Review clock-in/clock-out records and make corrections for accurate billing and payroll.
• Ensure pay rates, overtime, and differentials are applied correctly.
• Submit payroll to the payroll provider and resolve discrepancies promptly.

Collaboration with Marketing & Client Services

• Hand off prospective client information promptly and accurately.
• Communicate client changes that affect scheduling, staffing, or service needs.
• Provide feedback on caregiver capacity and common client needs to support marketing strategy.

On-Call Responsibilities

• Participate in an every-other-week on-call rotation, shared with the Client Relations Manager.
• Respond promptly to after-hours caregiver and client calls/texts regarding schedule changes, callouts, and urgent issues.
• Secure coverage for urgent open shifts or escalate to the owner when necessary.

General & Administrative Duties

• Maintain organized caregiver records and ensure documentation is current.
• Assist with quality-improvement efforts related to scheduling and caregiver engagement.
• Participate in staff meetings and trainings.
• Other caregiver and scheduling-related duties as assigned.

Job Type: Full-time

Pay: $20.00 - $24.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Mileage reimbursement

Work Location: In person

Salary : $20 - $24