Job Description

PRIMARY FUNCTION

Responsible for initiating, coordinating and completing all clerical functions that support operations and field services as directed by the senior staff members.

MAJOR RESPONSIBILITIES

Handles all incoming calls and inquiries. Appropriately resolves inquiries or complaints, and/or directs the caller to the appropriate party.
Performs some of functions related to billing including but not limited to estimate processing, invoicing, creating deposit slips, bill processing and follow up.
Supports and maintains positive relations with all clients, subcontractors and vendors.
May be required to work outside of normal business operations depending on client and business needs.
Participates in marketing, promotions and customer service management, including but not limited to service satisfaction and client referral programs.
Tracks inventory level of and places orders for all office supplies.
Maintains the position’s job manual that documents day to day execution of duties.
Arranges, participates in, and implements, as directed, conferences, committee meetings and company sponsored events.
Performs computer, typing, transcriptions copying and filing duties as required.
Manage the daily operations of the office, ensuring that a professional workplace is maintained.
Must be able to exercise discretion and independent judgment with respect to matters of significance.
Schedule and coordinate caregiver staff based on assessment and care plan information for clients. Support Personnel may assist with this from time to time.
Quickly and appropriately respond to situations where scheduling conflicts, emergencies and/or “call outs” arise (which may include covering for the shift). Complete the company schedule for the next business day/weekend before leaving at the end of each day. Support Personnel may assist with this from time to time.
Collect time sheets, and complete caregiver and internal payroll according to schedule. Maintain and update database of employees.
Responsible for recruitment, hiring, and onboarding process for Caregivers. Support Personnel may assist with this from time to time.
Locate new sources of qualified employees. Attend career fairs and other events, as necessary.
Assist with answering telephone calls, providing information to potential clients and solving problems for current clients, handle intake calls & book assessments/verification of benefit calls.
Assist with visiting clients and Caregivers as needed to solicit feedback and develop plans to improve client services and caregiver job satisfaction.
Assist with creating and implementing the caregiver and client appreciation and referral programs.
· Must be able to maintain our Dementia and Parkinsons specialty program compliance and trainings.
Ensure that client invoices are completed accurately, timely and according to company policy.
Create client welcome packets, prospective client packets, new hire packets, employee handbooks, client and caregiver birthday cards and thank you notes.
Attend local business and industry related networking functions as required.
Track, input, and analyze performance data for the office and develop reports as requested. Proactively identify, communicate, and implement areas of potential improvement.
Document, maintain, and understand relationships with Caregivers’ needs, availability, and skills at all times.
Document all client and caregiver activity on company files and software system
Assists with and/or conducts client assessments and re-assessments.
Maintain relationships with prospects and follow proper procedures when onboarding.
Responsible for managing Caregiver staff by conducting Caregiver evaluations and implementing Corrective Action measures when needed.
Other duties as assigned.
Complete all trainings required as assigned (State and company related).
Complete and schedule Live trainings for caregivers and act as instructor for them.
Manage overtime for employees and keep at a minimum or non-existent.
Manage potential unexpected costs to keep minor or non-existent expenses; such as Lyft and Uber rides.
Market the company and its services at all times.
Complete supervisory visits with clients and caregivers.
Manage employee roster and keep compliant with company policies, and state and federal law.

· Also required to abide by all duties, requirements, qualifications and responsibilities of the state mandated Alternate Administrator Job Description (See attached).[SR1]

· Perform all other duties as assigned. Perform other administrative and office tasks, as requested.

· Help conduct and maintain Quality of Life Program with existing and new clients (once program is launched)

· Admin assistance with Veteran and Long-Term Care Insurance benefits

· Constantly look for ways to improve our care by providing in-person or virtual caregiver trainings.

KNOWLEDGE, SKILLS AND ABILITIES

Appropriate level of administrative and customer service experience and skills.
Proven Ability to operate safely in the workplace, with experience in holding peers and direct reports accountable to safety standards.
Effective communication skills with employees at all levels.
Excellent organizational skills, with a demonstrated ability to organize, plan and prioritize multiple projects and deadlines in a fast-paced environment, with good attention to detail.
Ability to work autonomously and understand when the Office Manager needs to be involved in decision making.
Sensitivity to problems or challenges - The ability to identify when something is wrong or is likely to go wrong, with the skill to effectively communicate with customers in a professional, consultative manner.
Deductive Reasoning – The ability to apply general rules to specific problems to produce sensible and reasonable answers.

· Oral Comprehension – The ability to listen to and understand information and ideas presented through verbal communication.

· Effective decision making – The ability to analyze information, evaluate results, and implement the best solution to solve problems or challenges.

· Self-motivated, with a dedication to keeping up to date professionally, and applying new knowledge to the job.

· Experience working with seniors and a passion for helping others.

· Excellent organizational skills, attention to detail, and the ability to prioritize in a changing and fast-paced environment.

· Ability to maintain confidentiality with sound decision-making skills based on company policies and philosophy.

· Exceptional and verifiable customer service skills and experience.

· Professional and courteous in tone and information delivery.

Ability to proactively prevent issues and suggest/implement office improvements.

· Previous Home Care experience very strongly preferred

Previous Hotel and Hospitality also very strongly preferred and considered

QUALFICATIONS

Proficiency in Microsoft Word, Excel, Internet, and Outlook with the ability to learn other software programs quickly, and other relevant forms of technology, including the use of email.
Exceptional verbal and written communication skills.
Ability to work independently and as part of a team.
Experience in recruiting or HR on-boarding activities strongly preferred.
High School Graduate or equivalent.
1-2 years or more office assistant experience, home health care, or the equivalent combination or education and on the job experience.
Ability to successfully pass a background check and other pre-employment screening
Bi-lingual in Spanish highly preferred.

ADDITIONAL DESIRED QUALIFICATIONS

Associates degree or educational equivalent strongly preferred.
Outgoing, energetic, organized and dedicated personality a plus.

PHYSICAL REQUIREMENTS

· Able to lift and carry up to 10 lbs.

· Able to sit at a desk comfortably while working on a computer, for extended periods of time.

· Ability to work in a constant state of alertness and safe manner.

All employees are required to wear masks when interacting with others. Pre-screenings in place and sanitization tools are provided.