Office Operations Manager

We are seeking Office Operations Manager who will be the primary operational leader and main client relationship contact for Civility Home Care. This role owns client satisfaction, intake, new starts, office workflow, compliance coordination, billing and payroll preparation oversight, team accountability, rapid lead response, and service recovery. The manager must be highly efficient, able to work independently, compassionate, professional, and able to travel to client homes, facilities, and community events.


Core Duties and Responsibilities
• Serve as the main point of contact for clients, families, representatives, and referral partners after inquiry or admission.
• Respond to new leads immediately and push for rapid consults and start dates whenever appropriate.
• Conduct intake calls, consultations, home visits, service agreement review, and new start coordination.
• Own client success, satisfaction, retention, relationship management, service recovery, and complaint resolution.
• Oversee scheduling, staffing, recruiting, onboarding, office communication, payroll preparation, billing preparation, and compliance workflows.
• Manage the two cross-trained Administrative Assistants and assign daily rotating duties.
• Coordinate with Supervisor on supervision, case concerns, assessments, introductions, caregiver observations, and field follow-up.
• Ensure all client and caregiver documentation is entered into WellSky/ClearCare and maintained accurately.
• Oversee DSS/Sandata/EVV/authorization concerns and escalate unresolved conflicts to the Owner.
• Coordinate team marketing participation and attend community events with an Admin Assistant or Supervisor several times per month.
• Implement updated pricing, mileage, transportation, and service policies as approved by ownership.
• Maintain professional, respectful, compassionate, and culturally sensitive communication.


Daily Duties / Tasks


1. Check all new leads, missed calls, emails, referral inquiries, website forms, and text communications at the start of day and throughout the day.


2. Respond to new leads within the company response standard and attempt same-day consultation when possible.


3. Review open shifts, call-outs, caregiver availability, and schedule risk for the next 72 hours. Provide service delivery success by working with team to ensure zero loss on schedules.


4. Review urgent client/family concerns and assign follow-up actions.


5. Review WellSky/ClearCare dashboard activity, missed clock-ins, incomplete notes, and pending updates.


6. Assign duties to Admin Assistant #1 and #2 based on the rotating daily assignment plan.


7. Communicate with Supervisor/Administrator regarding supervision issues, field reports, case concerns, and caregiver performance concerns.


8. Document all meaningful client, caregiver, referral, complaint, intake, and case communications in the system.


9. Review payroll/billing exceptions, timesheet issues, authorization conflicts, mileage items, and service changes.


10. Ensure phones are answered professionally and that missed calls are returned quickly.


11. Approve or escalate urgent schedule changes, service start changes, cancellations, complaints, or safety concerns.


12.Maintain appropriate, professional and timeous communications to any party in communications with the Agency.


13.Work to ensure growth of agency community and foster relationships with clients, caregivers and referral sources.


Weekly Duties / Tasks


12. Hold weekly office team meeting with Supervisor and Administrative Assistants.


13. Review lead pipeline, pending intakes, scheduled consultations, closed cases, lost leads, and start dates.


14. Review all open shifts for the current and following week and confirm coverage strategy.


15. Review caregiver recruiting pipeline, onboarding status, background checks, credential gaps, and orientation schedule.


16. Review compliance tracker, expiring documents, missing paperwork, OIG/registry checks, physicals, PPDs, and training completion.


17. Review payroll preparation before submission and confirm exceptions are resolved or documented.


18. Review billing preparation, authorizations, private pay invoices, state billing conflicts, mileage charges, and service holds.


19. Complete client satisfaction follow-up calls for new starts and priority accounts.


20. Review incident reports, grievances, complaints, and corrective action follow-up.


21. Plan and assign marketing/outreach activity for the week, including which team member attends each event or facility visit.


22. Submit a weekly management report to the Owner covering leads, starts, staffing, compliance, billing/payroll issues, complaints, and priorities.


Monthly Duties / Tasks


23. Complete operational KPI report and review with Owner.


24. Review client satisfaction trends, discharge risk, and private-pay growth opportunities.


25. Review referral source activity and marketing results.


26. Review staffing capacity by location, skill type, language, and availability.


27. Review all active client authorizations, expiration risks, and service plan update needs.


28. Review compliance audit sample of caregiver and client files.


29. Review team performance, attendance, task completion, and training needs.


30. Update procedures, checklists, and training items as needed.


Required Skills, Conduct, and Qualifications
• Home care, healthcare, staffing, office management, or operations experience preferred.
• Highly efficient, organized, and able to manage competing priorities independently.
• Strong leadership, customer service, problem-solving, and conflict-resolution skills.
• Professional, respectful, compassionate, patient, and culturally sensitive.
• Able to speak another language preferred; Spanish strongly preferred based on client and caregiver needs.
• Strong computer skills including Microsoft Office, Teams, WellSky/ClearCare, EVV/Sandata, QBO or billing systems, and email systems.
• Must have reliable transportation, valid driver license, and ability to travel to client homes, facilities, offices, meetings, and events.
• Must maintain confidentiality and follow HIPAA, company privacy, and compliance standards.


Performance Measures / KPIs
• Lead response time.
• Lead conversion rate.
• New starts completed.
• Client retention and satisfaction.
• Open shift reduction.
• Payroll and billing exception resolution.
• Compliance completion rate.
• Complaint resolution time.
• Marketing contacts and referral activity.
• Team task completion.


Professional Standards
• Must be respectful, compassionate, patient, and professional with clients, families, caregivers, coworkers, vendors, and referral partners.
• Must be able to work independently, follow through without constant reminders, and ask for help before issues become larger problems.
• Must protect client privacy, company information, employee information, passwords, records, and confidential business information.
• Must document important work activity and communications in the appropriate system.
• Must represent Civility Home Care according to the company standard: Care Shaped by Dignity.


Other


Must work on call rotation weekly


Additional pay may/may not include Mileage reimbursement $0.70 per mile, sick pay, vacation pay, supplemental insurance pay, on-call pay, and bonus potential per agency.


Will be subject to a 90-day review and 6month probationary period.