Office Manager

Office Manager

Lead your office team to success! As our Office Manager, we will depend on you to coordinate general office activities, assist with billing and payroll, maintain physical and electronic files, and support other departments as needed.

Why Work for Senior Helpers of Fairfield and New Haven?

• Great Place to Work® Certified
• Autonomy —We encourage our team members’ independence and believe in our team to complete their job duties without micromanaging.
• Task Variety —We provide an engaging workday that uses your various skill sets to avoid monotony.

Examples of Job Duties:

Position Summary

The Office Manager oversees daily administrative operations across customer service, billing, accounts receivable and payable, payroll, recruitment, onboarding, office administration, and staff accountability. This role ensures each department operates efficiently, accurately, and in compliance with company policies through consistent oversight, coaching, feedback, process improvement, and performance accountability.

Customer Service & Client Intake

• Oversee communication with clients, families, caregivers, and referral sources to ensure messages, follow-up, and documentation are completed promptly, professionally, and according to company policy.
• Ensure incoming phone calls are answered, screened, documented, and routed in a courteous, accurate, and efficient manner.
• Review incoming and outgoing phone calls on an ongoing basis to ensure proper call handling, professional communication, accurate information sharing, and appropriate escalation of concerns.
• Provide timely coaching, feedback, and training based on call reviews to improve communication quality, responsiveness, professionalism, and the overall client and caregiver experience.
• Monitor team adherence to phone-handling procedures, including call documentation, follow-up expectations, and resolution of client, caregiver, and prospect inquiries.
• Oversee the client intake process by ensuring leads are accurately entered into home care software and that client welcome packets and prospect information are prepared and sent promptly.
• Promote a positive agency reputation by encouraging team members to appropriately request Google reviews from satisfied clients, families, caregivers, and referral partners.
• Track review-request activity and hold team members accountable for supporting agency customer-service and reputation-management initiatives.

Billing & Financial Administration

• Oversee billing processes to ensure invoices are completed accurately, timely, and in accordance with company policy.
• Maintain oversight of records related to Long-Term Care insurance, Medicaid, and other governmental programs to ensure accuracy, completeness, and compliance.
• Monitor employee pay rates, approved hours, deductions, and garnishments to ensure payroll-related information is accurate and properly maintained.
• Oversee the recording of incoming checks and ongoing monitoring of outstanding receivables to ensure accounts remain current and collection follow-up is completed according to company policy.
• Ensure incoming bills and vendor invoices are accurately recorded, allocated to the appropriate month, and paid according to established due dates.
• Review billing, receivable, and payable workflows for accuracy and efficiency; identify recurring errors, delays, or gaps and implement corrective actions.
• Coach and hold staff accountable for timely documentation, billing accuracy, collections activity, and adherence to financial procedures.

Payroll & Timekeeping

• Oversee the collection, organization, and reconciliation of caregiver and internal timesheets against scheduling records in home care software.
• Ensure late, missing, duplicate, or inaccurate timesheets are identified, addressed, documented, and resolved before payroll deadlines.
• Ensure caregiver and internal payroll are processed accurately and on schedule, meeting all company deadlines and compliance requirements.
• Review timesheets for significant changes in client status, service needs, or care hours, ensuring applicable observations are documented in caregiver notes and communicated for appropriate follow-up.
• Monitor payroll processes for trends or recurring discrepancies and provide coaching, feedback, and accountability to improve accuracy and timeliness.
• Maintain accountability for proper timekeeping, approval processes, corrections, and payroll deadline compliance.

Recruitment & Onboarding

• Oversee recruitment and onboarding administrative processes to ensure caregiver hiring requirements are completed accurately, promptly, and in compliance with company standards.
• Ensure caregiver reference checks, criminal background checks, and all required pre-employment documentation are completed before caregivers begin work.
• Ensure new-hire packets, employee handbooks, and onboarding materials are current, prepared, distributed, and used consistently.
• Verify that caregiver personnel files are complete and that all required documents are properly maintained following hire.
• Ensure caregiver information is accurately entered, updated, and maintained in home care software.
• Provide coaching and feedback to team members responsible for recruitment and onboarding, holding staff accountable for timely completion of hiring, documentation, and compliance requirements.

Staffing & Cost Control

• Partner with the Care Coordination team to monitor staffing levels and scheduling practices, ensuring appropriate client coverage while minimizing avoidable overtime and other unnecessary labor costs that negatively affect profitability.
• Review overtime trends and identify contributing factors, including scheduling gaps, call-outs, coverage practices, and staffing shortages.
• Provide coaching, feedback, and accountability to Care Coordination staff to support efficient scheduling, responsible staffing decisions, and cost-control practices.
• Escalate recurring overtime, staffing, or scheduling concerns to agency leadership and recommend solutions that protect service quality while supporting profitability.

Office Administration

• Maintain regular, punctual attendance and be present in the office during scheduled work hours, Monday through Friday, 9:00 a.m. to 5:00 p.m., unless otherwise approved by agency leadership.
• Ensure the office environment is clean, organized, professional, and appropriately maintained to support efficient daily operations and a positive experience for staff, clients, families, and visitors.
• Oversee office-supply inventory to ensure essential materials are adequately stocked, properly stored, and ordered in a timely and cost-effective manner.
• Coordinate office procedures, administrative workflows, and recordkeeping systems to maintain an orderly, productive, and compliant work environment.
• Monitor office equipment, materials, and operational needs; coordinate appropriate maintenance, repair, replacement, or purchasing as needed.
• Occasionally attend off-site marketing, recruitment, networking, community-outreach, and agency events as needed to support agency visibility, caregiver recruitment, referral development, and organizational goals.

Leadership & Operational Accountability

• Establish clear expectations, workflows, performance standards, and accountability measures for office staff and caregivers.
• Monitor departmental performance and operational metrics to identify inefficiencies, service gaps, compliance concerns, and opportunities for improvement.
• Provide regular coaching, training, constructive feedback, and support to strengthen staff performance and maintain consistent service standards.
• Hold office staff and caregivers accountable for performance, attendance, conduct, documentation, and policy violations through fair and consistent progressive discipline.
• Ensure coaching conversations, verbal warnings, written warnings, performance-improvement plans, and final disciplinary actions are documented promptly, delivered in a timely manner, and maintained in personnel files according to company policy and applicable employment requirements.
• Ensure disciplinary actions clearly identify the performance or conduct issue, expected standard, corrective action required, and follow-up expectations.
• Collaborate with agency leadership and Human Resources, as appropriate, regarding significant performance concerns, final warnings, suspensions, or termination recommendations.
• Hold team members accountable for accuracy, timeliness, professional communication, documentation quality, compliance, and completion of assigned responsibilities.
• Develop and implement process improvements that strengthen office efficiency, financial performance, client satisfaction, caregiver experience, and overall agency operations.
• Collaborate with agency leadership and department leads to ensure office functions align with agency goals, policies, service expectations, and financial objectives.

Examples of Job Benefits:

• 401(k) matching
• Health Insurance
• Dental Insurance
• Vision Insurance
• Short team & Long-term Disability
• Paid Time Off
• Life Insurance
• Varied Discount Programs

About Senior Helpers:

We are an independently owned and operated franchisee of SH Franchising