Operations Manager

Operations Manager | Full-Time, In-Office | Austin, TX

Schedule: Monday–Friday, 8:00 AM – 5:00 PM

Position Summary

The Operations Manager keeps CareFor's leadership and office running smoothly. This role is the right hand to the COO and CEO. They will manage calendars, priorities, and follow-through. They will run the office and its vendors. They will be the administrative backbone of the business, which will include licensing and renewals, policy and process documentation, client onboarding logistics, and project coordination. The ideal candidate is highly organized, discreet and proactive. They are someone who sees what task needs to happen next and makes sure the task is completed.

Why CareFor

Founded in 2000 by Debbie Pearson, RN, CareFor helps older adults and families across Central Texas, from north of Georgetown to south of San Antonio, navigate aging and serious illness. Our services include Care Management, Homecare (caregiving), Hospice, and fiduciary services as Medical Power of Attorney and Legal Guardian of the Person and Estate. CareFor is backed by Greenridge Growth Partners and is in an active period of growth.

Key Responsibilities

Executive Support

• Manage calendars, meetings, and travel for the COO and CEO, protecting time for top priorities.

• Prepare agendas, materials, and presentations for leadership meetings, board meetings, and investor updates; take notes and track action items to completion.

• Draft, edit, and proofread correspondence, reports, and internal communications.

• Serve as a gatekeeper and point of contact for leadership, handling confidential information with discretion.

• Track leadership commitments and deadlines and follow up with owners so nothing falls through the cracks.

Intake

Call Handling and First Contact

• Answer all incoming calls to the main line promptly and professionally, serving as the front door for clients, families, referral sources, vendors, and staff.

• Listen for the caller's underlying need, ask thoughtful screening questions, and identify which CareFor service (Care Management, Homecare, Hospice, or fiduciary services) is the best fit.

• Route non-intake calls (billing, scheduling, employment, vendors) to the appropriate person or department and take accurate messages when needed.

• Respond to web inquiries, voicemails, emails, and faxed referrals within established response-time standards.

Intake and Enrollment: Care Management and Homecare (Private Pay)

• Gather client information, including care needs, living situation, decision-makers, physicians, and preferred start date.

• Clearly explain services, rates, minimum shift requirements, and private-pay billing practices so families can make informed decisions.

• Coordinate the initial assessment with the Care Management or Homecare team and confirm the start of care.

• Prepare and send service agreements and admission paperwork, obtain signatures, and collect payment authorization or deposits per company policy.

• Check in with families after the first visit or shift to confirm a smooth start.

Intake and Admission: Hospice (Medicare Benefit)

• Receive and process hospice referrals from physicians, hospitals, skilled nursing and assisted living facilities, home health agencies, and families.

• Collect required referral information, including diagnosis, attending physician, recent clinical notes, and insurance details.

• Verify Medicare and other insurance eligibility, including checking for current or prior hospice election periods and other benefit conflicts.

• Obtain physician orders and coordinate the informational or admission visit with the hospice clinical team.

• Track each referral through admission or non-admission and record the outcome and reason.

Coordination and Handoff

• Hand off each new client to the appropriate clinical, scheduling, or care management team with complete, accurate information.

• Communicate with referral sources about referral status and confirm admissions, partnering with the sales team to strengthen those relationships.

• Flag urgent situations (imminent discharges, safety concerns, actively dying patients) for immediate escalation.

Documentation and Reporting

• Enter every inquiry and referral in the EMR/CRM, including referral source, service line, and outcome.

• Maintain a pipeline of pending inquiries and follow up on families who have not yet started services.

• Produce regular intake reports (call volume, referrals by source, conversion rates, time to start of care) for leadership and the sales team.

Compliance and Confidentiality

• Handle all protected health information in accordance with HIPAA and CareFor policy.

• Follow intake, consent, and admission procedures required by state licensure and Medicare hospice regulations.

Office Management/Operations

• Oversee day-to-day office operations, including facilities, maintenance, security, phones, supplies, technology, uniforms and equipment.

• Manage vendor relationships and contracts (office lease, IT support, telecom, insurance, printing, cleaning) and review invoices before they go to accounting.

• Coordinate with the IT provider on hardware, software access, and new-user setup.

• Plan company meetings, trainings, staff recognition, and community events.

• Maintain a welcoming, professional office environment for clients, families, and visitors.

• Coordinate cross-departmental projects, such as system implementations, office moves, and process improvements, with clear timelines and status reporting.

Qualifications

Required

• Bachelor's degree in business administration or a related field, or equivalent experience.

• 5+ years of experience in office management, executive assistance, or operations administration, including direct support to C-level executives.

• Exceptional organizational and time-management skills, with the ability to juggle competing priorities.

• Excellent written and verbal communication skills.

• Demonstrated discretion with confidential business, financial, and personnel information.

• Advanced proficiency in Microsoft Office or Google Workspace, especially spreadsheets and presentations.

Preferred

• Experience in healthcare, home care, hospice, or another regulated industry.

• Experience in a private equity-backed or high-growth company.

• Familiarity with licensing, accreditation, or compliance tracking.

• Project management experience or certification.

• Experience with HRIS, EMR, and accounting systems.

Core Competencies

• Ownership: takes responsibility for outcomes, not just tasks, and follows through without being reminded.

• Anticipation: thinks a step ahead of leadership and prepares before being asked.

• Discretion: handles sensitive information with sound judgment and professionalism.

• Systems thinking: builds trackers, checklists, and processes that make the organization run better.

• Adaptability: shifts gears quickly in a fast-paced, growing organization.

Performance Measures

• Leadership calendars, meetings, and materials are prepared accurately and on time.

• Board and investor materials are delivered by deadline.

• Projects are delivered on schedule with clear status reporting.

We’re always looking for people who share our commitment to compassionate service. If this role sounds like a good fit for you, we hope you’ll consider applying and becoming part of the CareFor team.

CareFor is an equal opportunity employer committed to providing equal access, opportunity, and reasonable accommodations for individuals with disabilities in employment, as well as in our services, programs, and activities. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, national origin, age (40 or older), disability, genetic information, pregnancy, marital status, veteran status, gender identity, or any other characteristic protected by applicable federal, state, or local law. If you require a reasonable accommodation, please contact our Human Resources team at (512) 338-4533.