Job Description

Operations Manager (Home Health & Branch Management)

Role Summary:

BrightStar Care is a nationally recognized home care brand known for delivering compassionate, high-quality care backed by clinical excellence and operational integrity. The Operations Manager leads daily operations for BrightStar Care, ensuring smooth clinical and administrative processes, compliance, team productivity, and exceptional client care. BrightStar Care is a nationally recognized home care brand known for delivering compassionate, high-quality care backed by clinical excellence and operational integrity. This leadership role demands strategic oversight combined with hands-on management to drive efficiency, profitability, and high standards across multiple office locations.

Key Responsibilities:

Operational Leadership:

• Direct and coordinate daily office activities, including scheduling, payroll, billing, sales/marketing, recruiting, and compliance.
• Ensure adherence to BrightStar Care standards, New Jersey regulations, and Joint Commission standards.
• Conduct regular operational audits, leveraging data to enhance service delivery, caregiver efficiency, and client satisfaction.
• Act as a proxy for the owner(s) in internal decision-making, staff meetings, and urgent client escalations.

Team Management & Culture:

• Recruit, onboard, train, develop, and retain high-performance office and field staff.
• Provide direct supervision, coaching, performance management, and timely feedback to ensure accountability and growth.
• Foster a culture rooted in accountability, high standards, compassionate care, and positive employee engagement.
• Proactively manage employee relations, promoting strong morale and reducing turnover.
• Ensure timely communication between field staff, office staff, clients, and leadership.

Client Service Excellence:

• Ensure rapid, professional handling of all client inquiries, concerns, and complaints.
• Monitor service delivery and client satisfaction through surveys, Google reviews, Home Care Pulse Surveys and continuous feedback loops.
• Implement consistent conversion practices to maximize client retention and revenue growth.
• Regularly secure positive client and employee feedback, maintaining Home Care Pulse awards and achieving consistent 5-star Google reviews.

Compliance & Risk Management:

• Maintain compliance with all federal, state, local regulations, and accreditation standards.
• Effectively manage workers' compensation programs, safety protocols, and injury prevention measures.
• Ensure timely and accurate documentation, credentialing, performance reviews, and ongoing training requirements.

Strategic Hiring & Retention:

• Develop proactive, ongoing recruiting strategies in collaboration with HR to continuously build a robust talent pipeline.
• Monitor caregiver turnover rates and implement strategic retention initiatives based on employee feedback.
• Oversee thorough onboarding processes, training programs, and compliance documentation to ensure immediate productivity and compliance.

Technology & Operational Systems:

• Proficient with Microsoft Office suite including Excel and Teams
• Proficiently manage and utilize systems including payroll (ADP preferred), EMR, Applicant Tracking Systems, and cloud-based communication platforms (RingCentral).
• Optimize scheduling and resource allocation to maintain operational efficiency and profitability.

Reporting & Communication:

• Provide regular operational performance updates, surfacing key issues proactively to ownership.
• Ensure timely, clear communication between field staff, office staff, clients, and leadership.

QUALIFICATIONS

Required:

• 3–5 years of operations leadership in home healthcare or similar healthcare service organization.
• Proven ability to manage multi-location or high-volume branch operations.
• Comprehensive understanding of NJ home care regulations and Joint Commission standards.
• Exceptional organizational, problem-solving, and strategic leadership skills.
• Demonstrated track record of improving team morale, retention, and service quality.
• Hands-on experience in healthcare scheduling, payroll systems, billing/coding, and compliance management.
• Valid driver's license and reliable transportation.

Preferred:

• Previous experience within BrightStar Care or similar branded home care franchises.
• Experience with performance management frameworks and service quality dashboards.
• Bilingual (Spanish) communication skills.

Work Environment & Travel:

• High-paced office setting with extensive phone and computer use, including extended periods of sitting or standing.
• Occasional travel (up to 20%) required for client service, recruitment efforts, and professional training/conferences.

Ready to grow your career while making a difference in people’s lives? Apply today and join BrightStar Care’s mission to deliver premium healthcare solutions.

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