Operations Manager

Operations Manager

Location: Visiting Angels Columbus

Type: Full-time in person

Compensation:

$62,000 - $68,000/yr. In base salary

Additional commission and bonuses are available based on performance

Benefits and retirement plans are available

Reports To: Executive Director / Ownership

Position Summary

The Operations Manager is responsible for overseeing and coordinating the daily operations of Visiting Angels’ home care services for seniors in the Columbus, Ohio area. This role ensures the seamless delivery of high-quality, compassionate care to clients while maintaining compliance with state regulations, company policies, and program requirements (including Veteran Affairs, Senior Options, and private pay). The Operations Manager provides leadership, strategic direction, and hands-on support to the care team, administrative staff, and recruitment functions to drive both client satisfaction and business performance.

Key Responsibilities

1. Care Delivery & Quality Assurance

Oversee scheduling and coordination of all caregiving services to ensure clients receive consistent, timely, and appropriate care.

Monitor client satisfaction through managing our client and caregiver check-ins, surveys, and feedback loops.

Partner with our RN and Case Managers to ensure personalized care plans are implemented and updated as client needs evolve.

Conduct regular audits of client files, visit notes, and care plans to ensure compliance with regulatory and internal standards.

Investigate and resolve service concerns, caregiver performance issues, or client complaints promptly and professionally.

2. Staff Management & Development

Recruit, interview, and onboard caregivers and office staff in partnership with the HR team.

Oversee training, continuing education, and skill development programs for caregivers.

Implement performance management processes, including coaching, evaluations, corrective actions, and recognition programs.

Maintain staffing levels that meet client demand while balancing cost and efficiency.

Help us maintain a culture of accountability, empathy, and teamwork.

3. Scheduling & Workforce Optimization

Manage a master schedule to ensure optimal client-caregiver matching based on skill, availability, and personality fit.

Monitor open shifts and implement strategies to minimize last-minute call-offs and unstaffed clients.

Track caregiver utilization, overtime, and productivity metrics.

4. Compliance & Risk Management

Ensure all operations adhere to state regulations, Veteran Affairs and Senior Options requirements, and Visiting Angels’ policies.

Maintain up-to-date caregiver records, including background checks, credentials, and required training.

Lead preparedness for state inspections, audits, and quality reviews.

Investigate and document incidents, accidents, or client safety concerns with corrective actions.

5. Operational Leadership & Reporting

In partnership with the Executive Director, implement scalable systems and processes to support growth.

Track and report KPIs such as caregiver retention, client satisfaction, shift fulfillment, overtime usage, and revenue growth.

Collaborate with leadership to set goals, create budgets, and forecast staffing needs.

Lead weekly operational meetings with office staff.

Qualifications

Compassionate, client-centered approach with commitment to Visiting Angels’ mission.

Proficiency in scheduling software and other digital tools.

Strong leadership skills with the ability to manage diverse teams of caregivers and office staff.

Excellent attention to detail, problem-solving, organizational, and communication skills.

(Preferred) Knowledge of Ohio state home care regulations, VA programs, and private pay service structures.

(Preferred) 3–5+ years of experience in healthcare operations, home care, or senior services management.

(Preferred) Bachelor’s degree in Healthcare Administration, Business Management, or related field.

Core Skills

Leadership & People Development

Client-Centered Service Orientation

Operational Excellence & Process Improvement

Problem Solving & Crisis Management

Communication & Relationship Building

Strategic Planning & Execution