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About the Company:

Empowering Health, Enriching Lives: True Care’s Enduring Mission

At True Care, we stand as a beacon of compassion and excellence in home healthcare. With a profound commitment to enhancing the quality of life for individuals and families, our mission is to provide holistic, personalized care that empowers and enriches lives.

Every day, we embark on a journey to bring comfort, vitality, and dignity to those we serve. Our mission is driven by a deep understanding of the unique needs and aspirations of each individual under our care. We believe that home is not just a place but a sanctuary where healing and well-being flourish. Hence, we endeavor to make this sanctuary a haven of health and happiness.

At True Care, we don't just offer home healthcare – we offer hope, healing, and a brighter tomorrow.

Position Summary: The Senior Director of Patient Services will be responsible for the day-to-day and strategic oversight of all key operational functions of the agency. The ideal candidate will have extensive experience in the New York homecare ecosystem, including a deep understanding of LHCSA regulations, Managed Long Term Care (MLTC) relationships, Uniform Assessment System (UAS) processes, Nursing Home Transition and Diversion (NHTD) Waiver program, Private Pay, personal care aide (PCA) and home health aide (HHA) scheduling, billing, and compliance management. This a leadership role which is critical in ensuring that the agency runs efficiently, delivers top-quality care, and stays fully compliant with state regulations.

Key Responsibilities:

+ Oversee all core LHCSA operations in New York and Colorado, including patient and caregiver processes.

+ Collaborate with executive leadership to implement and execute strategic initiatives.

+ Lead and develop cross-functional teams to meet performance benchmarks and KPIs in patient satisfaction, quality, and improving bottom line efficiency.

+ Patient and Caregiver Compliance & Quality Assurance

+ Ensure full compliance with all New York State Department of Health (NYSDOH) regulations, DOH surveys and audits, and LHCSA reporting requirements.

+ Maintain and improve internal patient and caregiver compliance protocols and audit mechanisms, ensure aides are credentialed, trained, and deployed according to plan authorizations and patient needs.

+ Monitor and manage EMR, CRM, and documentation systems to maintain compliance and quality standards.

+ Manage office based and field base clinical operations including productivity, metrics, compliance, workflow improvements, ongoing education and support

+ Manage Operational Efficiencies

+ Develop and implement operational strategies to streamline workflows, enhance service delivery, and reduce overhead costs across all departments.

+ Lead performance improvement initiatives, including staff scheduling, client onboarding, and caregiver deployment, to improve response times and service consistency.

+ Develop and implement operational strategies to streamline workflows, enhance service delivery, and reduce overhead costs across all departments.

+ Standardize and refine processes for compliance, documentation, and reporting to improve operational transparency and regulatory adherence.

+ Collaborate with clinical and administrative teams to ensure coordinated care delivery and efficient communication across all service lines.

+ Implement technology solutions to automate routine tasks and improve workflow efficiency.

+ Manage and develop operational staff, fostering a culture of accountability, innovation, and performance excellence.

+ Support business growth initiatives by improving scalability of operations and ensuring the agency can meet increased client demand efficiently.

+ Reporting and Analytics

+ Define, track, and report on key performance indicators (KPIs).

+ + Develop dashboards and reports for leadership that highlight trends, risks, and opportunities for improvement.

+ Prepare weekly and monthly operational reports for the Executive Team.

+ Provide actionable insights and make data-driven recommendations to improve quality of care and agency profitability.

+ Audits

+ Coordinate and prepare all documentation for state DOH, Medicaid, Managed Care Organizations, or accreditation body audits.

+ Serve as the point of contact during audits, ensuring timely responses and accurate submissions.

+ Monitor adherence to HIPAA, labor laws, and home care regulations.

+ Work closely with HR, Payroll, and Clinical teams to address any discrepancies before audits occur.

+ Develop corrective action plans in response to audit findings and track completion.

+ Standardize audit-ready processes across the agency to minimize risk of compliance issues.

Qualifications:

+ Bachelor’s degree in Healthcare Administration, Business, or related field (Master’s preferred), and must hold a valid Registered Nurse license in New York State.

+ 5+ years of senior management experience in healthcare operations, preferably in home health, nursing home or hospice care.

+ Strong knowledge of HIPAA, Medicare/Medicaid regulations, and state licensing requirements

+ Proven knowledge of LHCSA regulations, MLTC authorizations, EVV, UAS assessments, NHTD Waiver Program, and NYS DOH requirements.

+ Proficiency in HHAeXchange or similar home care software platforms, Electronic Visit Verification (EVV) systems, and Microsoft Office Suite

+ Familiarity with clinical workflows and terminology

+ Exceptional organizational, communication, and problem-solving skills

+ Commitment to compassionate, patient-centered care

+ Ability to manage multiple priorities, thrive in a high-volume, fast-paced environment and meet deadlines

+ Bilingual English/Spanish, Russian, or Mandarin is a plus

Benefits:

+ Health, dental, and vision insurance

+ 401(k) with company match

+ PTO and paid holidays

+ Professional development opportunities

+ Mission-driven work in an innovative healthcare space

Department

Administration

Employment Type

Full-Time

Minimum Experience

Executive

Compensation

$150,000 - $200,000