Job Description

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 Operationsfor our Michigan Operations Team.

This is a full time hybrid role with weekly travel to our FreedomCare office located in Wayne County, Michigan.

Department & Position Overview:

The Operations Manager is responsible for overseeing Michigan operations across assigned service lines, including Home Help agency provider operations and HIDE SNP / MI Coordinated Health-related operational workflows, as applicable. This role ensures that referrals, eligibility workflows, service agreement completion, authorization and Time and Task alignment, caregiver onboarding, CHAMPS association, service delivery, documentation, billing readiness, quality assurance, and compliance operations are executed accurately and consistently.

This position owns day-to-day operations for the Michigan market and is accountable for ensuring that authorized services are delivered according to MDHHS Home Help requirements, the client’s approved Time and Task / service authorization, applicable Medicaid and payer requirements, and company policy. The Manager partners closely with clinical leadership, compliance, enrollment, care management contacts, Adult Services Workers, MDHHS and CHAMPS operational contacts, HIDE SNP / plan partners, 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, required participant-provider agreements are completed and maintained, caregiver and agency records are ready before services begin, documentation supports billing, and client/caregiver issues are resolved through clear operational workflows.

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

Every Day You Will:

• Serve as the operational leader for Michigan services, ensuring efficient, compliant, client-centered operations aligned with Michigan Medicaid, MDHHS Home Help, HIDE SNP / MI Coordinated Health, payer, and company requirements.
• Lead implementation and optimization of Michigan 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 Michigan service lines, including Home Help agency provider operations and HIDE SNP / plan-related operational workflows, from referral intake through service delivery, monitoring, documentation, issue resolution, and audit readiness.
• Support compliant market growth by building operational relationships with referral sources, Adult Services Workers, MDHHS stakeholders, CHAMPS-related contacts, Medicaid and Medicare-Medicaid plan partners, community organizations, and internal growth teams, ensuring referrals align with the appropriate Michigan service line.
• Hire, train, manage, and develop Michigan operations staff, while coordinating cross-functionally with clinical, compliance, technology, product, enrollment, billing, payroll, HR, and internal support teams.
• Monitor quality, compliance, and operational metrics, including referral conversion, service start timeliness, Medicaid / program eligibility documentation, MSA-4676 completion, Time and Task receipt and alignment, caregiver onboarding, CHAMPS enrollment / association status, documentation completion, EVV / service verification readiness, missed visits or service gaps, incidents, complaints, caregiver retention, satisfaction, and audit readiness.
• Oversee Michigan operational compliance, including caregiver qualification files, training records, CHAMPS association evidence, authorizations, client-provider agreement records, Time and Task alignment, required ASW contacts or monitoring touchpoints, incident and complaint workflows, documentation quality, and corrective actions.
• Ensure Home Help services are delivered according to the authorized Time and Task and program requirements, including approved tasks, frequency, schedule, service limits, documentation requirements, service verification requirements, and escalation of discrepancies.
• Ensure agency provider operations accurately reflect Michigan’s Home Help employer structure, including that the Home Help client employs the agency provider, not the individual caregiver, and that the agency does not misstate its relationship with MDHHS or the State of Michigan.
• Monitor service delivery against authorization and billing requirements, including visit documentation, EVV / timekeeping, MSA-1904 or other service verification support, 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, CHAMPS / association issues, missed visits, service-plan mismatches, complaints, incidents, and audit findings.
• Partner with technology and product teams to improve referral management, Time and Task tracking, CHAMPS / onboarding tracking, 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 MDHHS Adult Services Manual requirements, Michigan Medicaid Provider Manual requirements, CHAMPS processes, HIDE SNP / MI Coordinated Health requirements, payer requirements, and internal compliance policies affecting Michigan 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 Michigan Medicaid Home Help, HIDE SNP / MI Coordinated Health operational expectations, MDHHS Adult Services workflows, CHAMPS-related requirements, service authorization, Time and Task documentation, incident / complaint escalation, and audit readiness.
• Ability to identify operational compliance risks, implement corrective action plans, monitor follow-through, and maintain documentation sufficient for internal, payer, MDHHS, and audit review.
• Ability to use dashboards and reports to monitor referral flow, service start timelines, caregiver onboarding, CHAMPS association, documentation completion, missed visits, incidents, complaints, authorization utilization, and team productivity.
• Ability to coordinate effectively with compliance, clinical, billing, payroll, HR, training, technology, growth, MDHHS-related contacts, ASWs, care management teams, and external plan stakeholders.
• Ability to create, implement, and refine SOPs, workflows, job aids, escalation paths, and quality-control processes for Michigan waiver services.
• Balances growth and operational speed with Michigan waiver requirements, payer expectations, documentation standards, and health/welfare obligations.
• Builds productive relationships with internal teams, Adult Services Workers, MDHHS-related contacts, plan partners, referral partners, caregivers, and clients.

Nice to Haves:

• Master's Degree in Business Administration or Healthcare Administration
• 5+ years of Healthcare / home health care experience preferred but not required

Why work at FreedomCare?

We are here for you and committed to providing a best-in-class employee experience. We offer competitive compensation, medical benefits, retirement plans, wellness programs, fun company events and ongoing learning opportunities to grow your career.

This is a place where your voice matters, where we build great relationships, and your work has meaning and a tangible positive impact on others!

At FreedomCare, we celebrate diversity and are committed to creating an inclusive environment for all employees. We are an Equal Opportunity Employer and do not discriminate based upon race, religion, color, national origin, ancestry, age, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, status as a protected veteran, status as an individual with a disability, citizenship or immigration status, citizenship or immigration status, or other applicable legally protected characteristics.

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