Role Overview

The Homecare Operations Manager is responsible for overseeing end-to-end homecare operations, ensuring service excellence, revenue growth, supervisor performance management, billing coordination, and customer satisfaction. The role focuses on lead conversion, operational efficiency, staff performance monitoring (in-house & vendor), and ensuring timely collections.

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1. Lead Management & Sales Conversion

• Monitor and manage inbound and outbound leads.

• Maintain a monthly lead tracker and conversion report.

• Drive maximum conversion of leads through effective communication, cost explanation, and service positioning.

• Counsel and convince customers regarding staff utilization and service packages.

• Coordinate with the sales team for business development initiatives.

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2. Supervisor Monitoring & Field Operations

• Monitor daily activities and performance of all Supervisors.

• Ensure supervisors actively participate in referral generation and review collection.

• Ensure 100% compliance in obtaining signed consent forms from all customers.

• Conduct regular review meetings with supervisors on performance and service delivery standards.

• Monitor staff deployment efficiency (in-house and vendor).

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3. Revenue Growth & Visit Optimization

• Strategically work towards increasing monthly visits and revenue.

• Identify opportunities for upselling and cross-selling services.

• Ensure optimal staff utilization to improve operational margins.

• Track revenue performance against targets.

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4. Customer Relationship & Issue Resolution

• Interact directly with customers to resolve escalations and service-related concerns.

• Address complaints related to staff performance (both in-house and vendor staff).

• Ensure corrective action plans are implemented promptly.

• Maintain high customer satisfaction and retention rates.

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5. Billing & Collection Coordination

• Coordinate closely with the Billing team.

• Ensure timely collection of outstanding dues.

• Follow up on delayed payments and billing clarifications.

• Support resolution of disputes where customers delay payments.

• Monitor ageing reports and ensure reduction in outstanding receivables.

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6. Compliance & Documentation

• Ensure proper documentation including consent forms and service agreements.

• Maintain operational records and reports on a monthly basis.

• Ensure adherence to company policies and operational SOPs.