Operations Manager

JOB SUMMARY

The Operations Manager is responsible for overall management of the local office, ensuring compliance with all applicable laws, regulations, and company policies. Plans and implements onboarding and retention for office and field staff, prioritizes daily tasks and key performance indicators to achieve company growth goals for new clients and caregivers, and hires, evaluates, and manages all Client Care Coordinators.

ESSENTIAL FUNCTIONS

• Provide leadership, management, and goals to ensure the success of the company.
• Implement company policies and procedures; organize and direct the administrative functions of the office.
• Serve as ongoing liaison with clients, client families, employees, and outside contractors; respond promptly and courteously to all calls and communicate continually with associates and clients to evaluate service.
• Ensure all referrals are received accurately and handled properly.
• Provide intake, in-home assessments, and client Care Plans as needed.
• Supervise, schedule, and coordinate the day-to-day activities of caregivers, matching appropriate caregivers to clients.
• Maintain adequate staffing of qualified personnel: recruit, interview, hire, and train employees; conduct orientations and in-services; plan, assign, and direct work; appraise performance; reward and discipline; and address complaints and resolve problems.
• Perform payroll duties, including time sheet verification and Telephony processing and input.
• Maintain current, complete associate work records and personnel files in Wellsky.
• Coordinate between dayshift and on-call coordinator staff to ensure full coverage whenever the office is open or closed.
• Review activities and operations across departments to identify needed changes; direct preparation of directives outlining policy, program, or operational changes.
• Promote and represent the company in the community through sales, marketing, and public relations efforts, developing positive relationships with referral and recruiting sources.
• Ensure the accuracy of public information materials and activities.
• Maintain compliance with applicable laws and regulations; implement corrective action in response to reports or complaints from regulatory agencies, clients, or client families/representatives.
• Participate in company quality improvement activities.

Supervisory Responsibilities:

This position is responsible for overseeing all functions performed by the field staff, including the hiring, training, performance management, and disciplinary duties described above.

Knowledge, Skills and Abilities:

• Understanding of and adherence to the policies and procedures established by BRG Services, LLC (d.b.a. an independently owned and operated Right at Home In-Home Care and Assistance franchise).
• Excellent oral and written communication skills, including the ability to listen effectively, handle objections, and remain patient and congenial on the telephone for long periods.
• Ability to work independently, maintain confidentiality of information, and meet deadlines.
• Sound judgment, discretion, integrity, and fair-mindedness, with strong interpersonal skills consistent with company standards and practices.
• Strong organization and prioritization skills with fanatical attention to detail.
• Collaborative mindset with the ability to build good working relationships with colleagues, the franchise owner, clients, and the community.
• Professional appearance and demeanor in an office setting.
• Proficiency in Word and Excel, with the technical aptitude to master everyday tools and office equipment.
• Knowledge of the senior-care industry.
• Highly self-driven, curious, and eager to learn, with the desire to meet and exceed measurable performance goals in a fast-paced environment.
• Ability to identify and implement efficiency improvements, with an understanding of how the whole business fits together.

Additional (non-essential) Functions

• Other general office and clerical functions.
• Other duties assigned by the Owner/Operations Manager.
• Work as a caregiver in case of staffing emergency.