Quality Control Manager

Job Summary The Quality Control Operations Manager is responsible for overseeing compliance, internal audits, branch visits, process improvement, and quality assurance across all operational areas of Serenity Home Services Inc. This role ensures adherence to Illinois state regulations, licensing requirements, and organizational policies while driving operational efficiency, client and caregiver satisfaction, and continuous improvement initiatives. The manager provides strategic and operational leadership, ensuring that both clients and caregivers receive optimal support and the agency maintains the highest standards in service quality, compliance, and performance. Key Responsibilities 1. Internal Audits & Compliance Monitoring Conduct scheduled and unscheduled audits across all departments (administrative and branches). Ensure compliance with Illinois Department of Public Health (IDPH), IDOA, HIPAA, Medicaid, and licensing requirements , as well as internal policies. Identify gaps, deficiencies, or non-compliance and develop corrective action plans. 2. Branch Visits & Field Oversight Conduct routine and targeted branch visits to monitor operations, documentation, caregiver performance, and client care compliance. Assess adherence to organizational policies and state regulations in real-time. Provide actionable feedback to branch managers and leadership. 3. Process Improvement & Operational Efficiency Analyze audit and branch visit findings to identify trends, risks, and areas for improvement. Lead initiatives to streamline workflows, remove bottlenecks, and optimize operational efficiency. Recommend and implement corrective and preventive actions to maintain service quality. 4. Quality Assurance & Improvement Develop and implement quality control policies and procedures. Lead quality improvement programs focused on client satisfaction, staff performance, and operational excellence and compliance. Conduct audits on client care records, schedules, caregiver performance, and service documentation . Ensure QC team members are focused on KPIs and maximize productivity. 5. Standardization of Procedures & Documentation Develop, implement, and enforce company-wide SOPs for consistency and regulatory compliance. Monitor adherence to SOPs and proper documentation practices. Maintain detailed records of audits, inspections, findings, and corrective actions. Prepare audit-ready reports for executive leadership. 6. Team Leadership & Staff Development Lead, mentor, and develop the QC team, fostering accountability and continuous improvement. Provide training and guidance on Illinois regulatory standards, organizational policies, and quality practices. Collaborate across departments to align operational goals with company objectives. 8. Investigation of Service Termination Oversee investigations into client or caregiver terminations. Identify patterns and implement corrective actions to reduce turnover. Provide detailed reports on findings and solutions implemented. 9. Client & Caregiver Satisfaction Monitor feedback from clients and caregivers; implement corrective measures. Ensure quality improvement initiatives are informed by survey data and feedback. 10. Regulatory Compliance Oversee reporting of critical incidents in mandated portals (e.g., CERA). Stay updated on regulatory changes and adjust policies as needed. 11. Data Analysis & Reporting Collaborate with the Data team to identify disparities in service delivery. Track and report KPIs to executive leadership for informed decision-making. 12. Risk Management Identify, assess, and mitigate risks related to service delivery, compliance, and caregiver performance. Implement strategies to prevent recurrence and improve overall service quality. 13. Additional Responsibilities Support department and organizational objectives as needed. Qualifications Bachelor's degree in Healthcare Administration, Nursing, Public Health, Business Administration, or a related field (Master's degree preferred but not required). Minimum 3-5 years of experience in homecare, healthcare quality assurance, compliance, or regulatory oversight. Proven experience conducting internal audits, field visits, and compliance monitoring . Prior leadership experience managing teams or overseeing multi‑department operations. Strong familiarity with IDPH, IDOA, HIPAA, Medicaid, and state licensing regulations . Experience developing SOPs, corrective action plans, and quality improvement initiatives. Skills Strong leadership, interpersonal, and communication skills. Ability to resolve complex issues and implement effective solutions. Proficiency in operational and scheduling software, including data analysis tools. Ability to travel regularly to assigned branches.

Pay:

$25.00 - $28.00 per hour

Benefits:

401(k) Dental insurance Health insurance Paid time off Vision insurance

Experience:

Internal audits: 3 years (Required) Compliance management: 3 years (Required)

Leadership:

3 years (Required) Home care: 3 years (Required)

Language:

Spanish (Required)

Work Location:

In person