Office Manager

Alternate Administrator

The Alternate Administrator is responsible for the overall operations, growth, and leadership of this home care agency business in achieving corporate goals and objectives. The Administrator assures an effective and efficient use of resources to maintain high-quality care and customer satisfaction.

Roles to perform within the Administrator position will include driving growth of the Agency, high-quality employee and caregiver hires, as well as continue growth of client acquisition and billable hours. Perform new prospect meetings, intakes. Build and maintain client relationships. Gather and organize account-related information and provide input on key customer opportunities, service line extensions. The Administrator position receives and processes referrals and inquiries, ensures proper staffing of all client cases, and works closely with the Agency team to ensure client satisfaction with services. When indicated, consults with the team and refers extraordinary problems/situations appropriately to upper management team. This position is responsible for maintaining and enhancing the agency's image through appropriate dress, and pleasant, charming, and helpful telephone manner, courteous interaction with all staff and visitors; and is responsible for appropriate verbal and behavioral interaction with all individuals that he/she comes in contact with. It also requires the ability to maintain documentation according to policies and procedures, and the ability to exercise independent judgment within Agency guidelines.

Experience Required: Customer service, Service Industry, Healthcare - preferably private pay business model experience, Professional Business setting experience.

Principal Accountabilities:

• Operations. Direct and coordinate the overall development and operational management of the Agency that is consistent with corporate objectives and maximizes resource utilization. Mid to High energy and pace for success. Resourcefulness. Prioritize the workload, shifting priorities to accommodate change and demand. Understand the importance of each task. Make timely, well-informed and appropriate decisions by examining all the relevant and available facts; explore alternatives and commit to action. Prepare managerial reports according to required timelines. Perform duties deemed appropriate by the management team.
• Customer Service. Ensure the Agency upholds the standards of a high-quality provider through consistent delivery of high-quality care and exceptional customer service. Respond to on-call evening and weekend demands, as directed. Maintain on-call materials current with client information, instructions and directions, current roster of care and list of active direct care staff. Prepare and maintain the on-call log and client and employee records. Manage calls according to company policies. Process new client referrals. Maintain positive relationships with all clients and referral sources.
• Leadership. Provide staff direction through general meetings, Daily Huddles, outlining clear expectations and accountabilities, daily, weekly, quarterly. Recruit/hire/supervise/counsel staff and conduct annual performance evaluations. Support change and speak positively about it with employees. Work toward high-quality decisions that achieve organizational goals. Provide timely and effective feedback to the senior management. Demonstrate dependability Maintain regular, predictable attendance, highly available. Mid to high energy to set the example. Ability to answer the phone, greet customers, prospects in an engaging way.
• Performance. Mindful of Financials, such as expenditures, annual budget, profitability, P&L, Billable Hours, bill rates, pay rates. Develop relationships with vendors, business community & Referral Sources. Engage in constructive problem-solving and exploration of new ideas. Growth minded. Must also possess ability to schedule personnel for assignment while being aware of the impact of scheduling decisions on the revenues of the Agency and the client's invoice.
• Compliance. Ensure regulatory standards and compliance. Maintain absolute confidentiality of all information pertaining to employees, clients and client's family members. Schedule interviews for potential employees, process applications and check references. Timely copying and filing of appropriate caregiver, new hire and client documentation. Organize and maintain file systems(policies & procedures, QAPI) in compliance with State of Texas Health Human Services Commission policies and regulations. Perform general clerical duties – correspondence, copying, filing, and distribution occasionally handles incoming/outgoing mail. Maintains CEU requirements as defined by TX HHSC.

Essential Functions/Areas of Accountability:

• Provides clerical support to agency management and supervisory personnel.
• Conducts client and caregiver onboarding, background and documentation as well as regular updating on both per compliance guidelines.
• Prepares correspondence, reports, documents, and non-medical Plans of Care.
• Schedules appointments for management staff and schedules meeting rooms.
• Prepares updates to policies and procedures as needed for QUAPI.
• Prepares statistical reports as needed.
• Assists with the billing process.
• Assists with data entry of schedules for billing and payroll.
• Maintains current admission log, emergency contacts and emergency plans, and status updates.
• Enters all new clients and caregivers into the computer system, education portals and payroll portals.

Specific Job Knowledge, Skills and Personal Abilities Required:

• Four-year degree preferred. Business Administration is preferred, or a two-year degree in B.A. or a related area.
• Five years of experience in positions of increasing responsibility, preferably in private duty homecare or a private pay setting where customer service skills, client satisfaction are paramount.
• Proficiency with Microsoft Office (Word, Excel, PowerPoint and Outlook) applications, scheduling systems and other healthcare-industry related-software.
• Excellent conceptual thinking skills with the capacity to analyze complex issues that are sensitive in nature. Accel in conflict resolution and solution implementation.
• Must be Resourceful
• Ability to listen and communicate clearly, fluently, diplomatically – both orally and in writing.
• Ability to remain flexible, resilient, calm and maintain a sense of humor in all situations.
• Present a well-groomed image that reflects the professionalism of the business.
• Ability to plan, organize, prioritize, delegate and accurately complete work activities within deadlines while managing interruptions.
• Work independently and proactively with minimal direction and/or supervision.
• Ability to generate goodwill for the Agency with clients, their family members and other referral sources. Demonstrate a strong commitment to client service excellence.
• Ability to lawfully work in the U.S.

Physical/Environmental Demands:

• Sitting, standing, bending, reaching, stretching, stooping, walking, climbing stairs and moving intermittently during working hours.
• Must be able to lift at least 50 lbs.
• Must be able to see and hear or use prosthetics that will enable these senses to function adequately to ensure that the requirements of this position can be fully met.
• Must be able to properly operate office equipment.
• Must be able to maintain verbal and written communication with co-workers, leadership team, supervisors, clients, family members, vendors and all business associates within or outside the agency.
• All of the above demands are subject to ADA requirements.

Hours per week: 40-50+

Job Type: Full-time Education: Associate (Required)

Experience: State compliance and survey experience (Preferred) Customer service: 2 years (Preferred)

License/Certification: Driver's License (Required)

Work Location: One location