Assistant Manager of Operations (Milwaukee, WI / On-Site)

Department & Position Overview:

The Assistant Manager of Operations, Wisconsin serves as the Agency Administrator and is responsible for the performance, daily operations, and continuous improvement of FreedomCare's personal care services in Wisconsin. This role oversees the full client and caregiver lifecycle, from inquiry, sales, intake, and onboarding through service start and ongoing care support, ensuring timely access, consistent service, and regulatory compliance.

The Assistant Manager leads people leaders, implements changes, partners with operational teams and manages staffing, resources, and performance goals. Working with clinical staff, state leadership, and cross-functional partners, this role establishes and maintains compliance with effective processes and uses performance data to improve the client and caregiver experience.

Every Day You Will:

• Drive state-level operational performance across home care sales, intake, orientation, start of care, and ongoing client and caregiver support.
• Lead recruiting staff, securing and equipping facilities, establishing referral partnerships, and preparing systems and workflows for service delivery.
• Hire, train, coach, and develop Team Leads; establish clear expectations, evaluate performance, and follow up with appropriate action.
• Manage lead queues, intake pipelines, documentation collection, eligibility review, authorization status, onboarding readiness, and case aging to support timely enrollment and service activation.
• Establish routines for workload distribution, scheduling, attendance, coverage, service levels, escalation review, and capacity planning; support succession planning and leadership continuity.
• Monitor and report on conversion, intake completion, activation timeliness, care continuity, quality, productivity, customer experience, compliance, workforce performance, and financial results.
• Partner with the Manager of Operations to use dashboards, audits, customer feedback, and operational data to identify trends and root causes; implement corrective actions for delays, errors, staffing gaps, service disruptions, complaints, incidents, and audit findings.
• Ensure operations and service delivery follow authorized care plans, payer and program requirements, applicable state and federal regulations, HIPAA, and company policies; coordinate with qualified clinical staff on clinical oversight.
• Maintain audit readiness through accurate client, caregiver, and personnel records, service authorizations, visit documentation, qualification and training records, complaint and incident records, and corrective action documentation.
• Oversee employee and service provider orientation, ongoing training, evaluations, and competency processes; communicate applicable rules, contractual obligations, and policies and make required reference materials available.
• Resolve complex enrollment and care-support escalations and strengthen handoffs among sales, intake, onboarding, clinical, and active-care teams to protect service continuity and customer trust.
• Maintain an up-to-date organizational chart and clear lines of authority; designate a qualified Substitute Administrator in writing to maintain operations during the Administrator's absence.
• Maintain a safe, adequately equipped office with a working telephone and staffing during business hours; establish written operating hours and inform clients how to access care outside those hours.
• Protect the confidentiality and security of physical and electronic client records and ensure required reports and records are accurately maintained and submitted to the appropriate agencies.
• Manage competing projects and operational priorities, lead teams through change, and present performance updates, risks, action plans, and recommendations to senior leadership.

Ideal Candidate Will Possess:

• Bachelor's degree or higher in a healthcare-related field from an accredited college; with at least two years of experience working in a healthcare-related field.
• At least five years of operations management experience, including at least one year of supervisory or administrative experience in home health care, personal care, or a related health program.
• Training and experience in healthcare administration, and knowledge of applicable state and program requirements, including Wisconsin DHS 105.17 and DHS 107.112 preferred when serving as the Wisconsin Agency Administrator.
• Ability to manage a personal care agency, respond to client and caregiver needs, and lead, coach, and develop teams and people leaders.
• Ability to manage enrollment and ongoing service workflows, staffing, resources, budgets, and competing priorities while maintaining quality and compliance.
• Partner with the Manager of Operations and the National Expansion Program Manager to analyze performance data, identify root causes, resolve operational issues, and implement practical process and technology improvements.
• Clear verbal and written communication skills and the ability to build effective relationships with employees, clients, caregivers, referral partners, payers, and regulators.
• Sound judgment, attention to detail, and a customer-service approach that balances empathy, timely access, accurate documentation, confidentiality, and regulatory requirements.
• Business acumen and the ability to support service growth, develop referral relationships, lead change, and hold teams accountable for results.
• At least 21 years of age.

Nice to Have Qualifications:

• Master's Degree in healthcare administration or business administration
• Homecare agency experience in a leadership role is a huge plus
• 7+ years Medicaid experience within the state of Wisconsin

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, citizenship or immigration status, status as an individual with a disability, or other applicable legally protected characteristics.

Compensation Range

At FreedomCare, base pay is one part of our total compensation package and is determined within a range. The base pay range for this role is between $65,000 and $80,000 per year at the commencement of your first year of employment. Compensation decisions are dependent upon a variety of factors which may include, but are not limited to: skill set, years of relevant experience, education, location, and licensure/certifications.