Director of Operations

The Director of Operations is responsible for providing strategic and operational leadership for the organization's Home Health and Hospice services. This position oversees day-to-day clinical and operational functions, ensuring the delivery of high-quality, patient-centred care while maintaining regulatory compliance, operational efficiency, employee engagement, and financial performance. The Director works closely with executive leadership and department leaders to establish organizational goals, monitor performance, identify opportunities for improvement, and ensure Home Health and Hospice operations are aligned with the organization's mission, policies, and strategic objectives. Main focus includes strong operational leadership, management experience, accountability, and Medicare/regulatory knowledge. Operational Leadership Provide overall operational leadership for Home Health and Hospice services. Develop, implement, and monitor operational goals and performance objectives. Ensure effective coordination between clinical, administrative, intake, scheduling, billing, quality, human resources, and other operational departments. Establish standardized processes and workflows across Home Health and Hospice. Identify operational barriers and implement solutions to improve efficiency and patient care. Monitor staffing levels and operational capacity to ensure appropriate resources are available to meet patient needs. Clinical & Patient Care Oversight Partner with clinical leadership to promote high-quality, safe, and patient-centered care. Monitor clinical operations and ensure appropriate coordination of patient services. Support effective interdisciplinary communication and collaboration. Review clinical and operational trends and develop action plans when performance does not meet established expectations. Promote continuity of care and effective communication among patients, families, providers, and members of the interdisciplinary team. Regulatory & Compliance Ensure Home Health and Hospice operations remain compliant with applicable federal, state, and local requirements. Maintain knowledge of CMS Conditions of Participation and other applicable regulatory standards. Partner with Quality and Compliance leadership to prepare for surveys, audits, and regulatory reviews. Financial & Productivity Management Assist executive leadership with development and management of departmental budgets. Monitor productivity, staffing utilization, visit volumes, admissions, referrals, census, and other key performance indicators. Review financial and operational reports and develop strategies to address unfavorable trends. Collaborate with billing and finance departments to identify operational issues that may impact revenue. Staff Leadership & Development Provide leadership, direction, and support to department managers and operational staff. Establish clear performance expectations and promote accountability. Participate in recruitment, interviewing, onboarding, training, and retention initiatives for leadership and key operational positions. Identify training and development needs and ensure appropriate education is provided. Promote effective communication and collaboration among departments. Foster a professional workplace culture centered on teamwork, accountability, respect, and patient service. Quality Improvement Collaborate with clinical and quality leadership to monitor quality indicators and organizational performance. Identify trends, deficiencies, and opportunities for improvement. Develop and implement performance improvement initiatives. Monitor the effectiveness of corrective and preventive actions. Utilize data and measurable outcomes to evaluate the success of improvement initiatives. Referral & Business Operations Work collaboratively with leadership and business development/marketing teams to support census and referral growth. Monitor referral sources, admissions, conversion rates, and patient volume trends. Identify operational opportunities that may improve referral responsiveness and patient retention. Ensure operational capacity is appropriately aligned with referral activity. Strategic Planning & Executive Collaboration Participate in the development and execution of short- and long-term organizational strategies. Evaluate operational trends and make recommendations to executive leadership. Assist with the development of new programs, services, and operational initiatives. Provide executive leadership with regular updates regarding operational performance, challenges, risks, and opportunities. Collaborate with the CEO, clinical leadership, HR, finance, billing, quality, intake, scheduling, and other department leaders. Education Required: Bachelors degree in Nursing, Physical Therapy, Healthcare Administration or a related field required. Preferred: Masters degree in healthcare administration, Nursing, Business Administration, or a related field preferred. Professional License Preferably a Registered Nurse (RN) or Physical Therapist (PT), or other clinical background with a current, unrestricted license in the applicable state. Experience Minimum of five years of professional experience in healthcare operations/ management with Home Health/ Hospice. Minimum of three years of homecare or hospice marketing preferred. Prior supervisory, management, Director, Administrator, Executive Director, or senior operational leadership experience required. Experience with Medicare-certified Home Health and Hospice operations preferred. Experience with accreditation surveys, regulatory audits, corrective action planning, budget management, productivity management, and operational forecasting preferred. Knowledge, Skills, and Abilities Strong understanding of Medicare, Medicaid, state, federal, and other applicable regulatory requirements governing Home Health and Hospice. Working knowledge of applicable CMS Conditions of Participation, state licensing, and accreditation requirements. Excellent verbal and written communication skills. Strong organizational, analytical, decision-making, and problem-solving skills. Ability to lead multidisciplinary teams and manage multiple operational functions. Ability to analyze operational and clinical data and develop measurable improvement strategies. Ability to prioritize multiple tasks in a fast-paced healthcare environment. Ability to maintain confidentiality and exercise sound professional judgment. Proficiency with Microsoft Office and healthcare information, EMR, HRIS, and payroll/timekeeping systems. Strong customer service, interpersonal, and leadership skills. Physical Requirements Ability to sit, stand, and walk for extended periods. Ability to occasionally lift up to 25 pounds. Ability to travel locally to organizational locations, patient care sites, referral sources, meetings, and community activities as needed. Ability to operate standard office equipment. Work Environment This position is primarily office-based with regular travel to organizational and patient care locations as needed. The role requires frequent interaction with employees, referral sources, patients, families, physicians, leadership, and community partners while balancing multiple priorities in a fast-paced Home Health and Hospice environment. A flexible schedule may be required based on operational needs.