Manager of Operations (Cleveland, Ohio / Hybrid)

FreedomCare is a healthcare company that has been dedicated to revolutionizing the home care industry since 2016. We support our patients by ensuring they have the power to choose a caregiver who will care for them in the comfort of their own homes. Our mission spans coast to coast, supporting patients across the U.S.

We pride ourselves on our values which drive the level of care that we deliver to our patients:

Here For You (An attitude of service, empathy, and availability)

Own It (Drive and ownership)

Do the Right Thing (High integrity)

Be Positive (Great attitude and a can-do positive approach to challenges)

Join our team and make a positive impact on the lives of others! We are looking for a Manager of Operations for our Ohio Operations Team.

This is a full time hybrid role with weekly travel to our FreedomCare office located in Cleveland, OH.

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. T he Operations Manager is responsible for overseeing Ohio operations across assigned service lines, including Personal Care Services and Structured Family Caregiving. This role ensures that referrals, eligibility workflows, service plan authorization, caregiver/aide onboarding, service delivery, documentation, billing readiness, quality assurance, and compliance operations are executed accurately and consistently.

This position owns day-to-day operations for the Ohio market and is accountable for ensuring that authorized waiver services are delivered according to the individual's person-centered services plan, applicable waiver requirements, and company policy. The Manager partners closely with clinical leadership, compliance, enrollment, care management contacts, MCO/waiver administrators, 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 member/caregiver issues are resolved through clear operational workflows.

The Operations Manager will manage operations toward growth, service quality, caregiver and member 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 service delivery.

Every Day Y ou W ill:

Serve as the operational leader for Ohio services, ensuring efficient, compliant, member-centered operations aligned with Ohio Medicaid, waiver, payer, and company requirements.

Lead implementation and optimization of Ohio 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 operations for Ohio service lines, including Personal Care Services and Structured Family Caregiving, from referral intake through service delivery, monitoring, documentation, issue resolution, and audit readiness.

Support compliant market growth by building operational relationships with referral sources, waiver partners, care management entities, community organizations, MCOs, ODM-related stakeholders, and internal growth teams, ensuring referrals align with the appropriate Ohio service line.

Hire, train, manage, and develop Ohio operations staff, while coordinating cross-functionally with clinical, compliance, technology, product, and internal support teams.

Monitor quality, compliance, and operational metrics, including referral conversion, service start timeliness, PCSP/service-plan alignment, caregiver/aide onboarding, documentation completion, missed visits, service gaps, incidents, complaints, caregiver retention, satisfaction, and audit readiness.

Oversee Ohio operational compliance, including caregiver qualification files, training records, authorizations, PCSP/service-plan alignment, SFC residency verification, home visits or monitoring touchpoints, incident and complaint workflows, documentation quality, and corrective actions.

Ensure Personal Care Services are delivered according to the authorized person-centered services plan, including approved tasks, frequency, schedule, service limits, documentation requirements, and escalation of discrepancies.

Ensure Structured Family Caregiving operations comply with Ohio requirements, including residency expectations, caregiver onboarding and training, daily care/support documentation, ongoing monitoring, and escalation of health, welfare, or eligibility concerns.

Monitor service delivery against authorization and billing requirements, including visit documentation, EVV/timekeeping, timesheet accuracy, missed or late visits, 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, missed visits, service-plan mismatches, complaints, incidents, and audit findings.

Partner with technology and product teams to improve referral management, service-plan tracking, onboarding, documentation review, EVV/timekeeping, compliance reporting, and operational dashboards.

Create and enforce processes and policies that simplify work, incorporate feedback, improve quality of care, and support a positive culture aligned with FreedomCare core values.

Maintain working knowledge of applicable Ohio Administrative Code requirements, waiver guidance, payer requirements, and internal compliance policies affecting Ohio waiver operations.

Ideal Candidate Will Possess:

5+ years of experience in management operations (healthcare, business, customer experience are all interesting areas of past experience)

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

Meets operational, quality, compliance, growth, and financial goals while maintaining service integrity, documentation accuracy, and member/caregiver experience.

Identifies root causes, resolves service delivery barriers, escalates risks appropriately, and implements sustainable workflow improvements.

Builds, trains, and develops high-performing Ohio operations teams; sets clear expectations; holds staff accountable; and creates a culture of compliance, service quality, and continuous improvement.

Working knowledge of Ohio Medicaid waiver operations, including person-centered service planning, provider conditions of participation, service authorization, documentation standards, incident/complaint escalation, and audit readiness.

Compliance and Risk Management: Ability to identify operational compliance risks, implement corrective action plans, monitor follow-through, and maintain documentation sufficient for internal and external review.

Ability to use dashboards and reports to monitor referral flow, service start timelines, caregiver/aide onboarding, documentation completion, missed visits, incidents, complaints, authorization utilization, and team productivity.

Ability to coordinate effectively with compliance, clinical, billing, payroll, HR, training, technology, growth, and external waiver stakeholders.

Ability