Civility Home Care is seeking a compassionate, organized, and accountable Office Operations Manager to lead daily operations and help implement our Gold Standard service initiative.
This position ensures that client commitments become reliable, well-coordinated care. You will oversee office workflows, staffing coordination, client satisfaction, documentation, team accountability, and training follow-through while helping introduce updated procedures in manageable phases.
Key Responsibilities
- Coordinate operational readiness for new clients, including intake completion, service agreements, staffing, schedules, required documentation, and clear communication.
- Work with the Community Liaison on consultations and new starts, confirming service capacity before commitments are made.
- Serve as the primary operational contact for active clients, families, caregivers, representatives, and relevant case managers.
- Oversee scheduling, call-outs, open shifts, coverage risks, recruiting coordination, onboarding, and office communication.
- Assign clear responsibilities to administrative staff and monitor daily and weekly task completion.
- Coordinate with the Supervisor/Administrator on assessments, caregiver introductions, field observations, performance concerns, and service quality.
- Implement approved Gold Standard training and orientation procedures.
- Track employee training completion and verify understanding through documented checks, observation, and follow-up with the appropriate supervisor.
- Ensure employees receive updated procedures and consistently follow company standards for service, conduct, documentation, and communication.
- Maintain accurate client and caregiver records in WellSky/ClearCare and other approved systems.
- Monitor authorizations, EVV/Sandata issues, missing documentation, and service-plan updates.
- Oversee payroll and billing preparation, ensuring exceptions are resolved or escalated before submission.
- Address complaints, service interruptions, and client concerns promptly; document corrective actions and confirm follow-through.
- Monitor inquiry-routing and follow-up workflows so leads reach the responsible team member and receive timely attention.
- Provide marketing and outreach staff with accurate information about service availability, staffing capacity, and operational requirements.
- Implement approved changes to branding, procedures, forms, and workflows in phases alongside ongoing operations.
- Maintain daily and weekly workbooks, checklists, and management reports.
- Participate in the assigned on-call rotation and respond to operational issues according to company procedures.
Daily Priorities
- Review open shifts, call-outs, upcoming starts, and coverage risks.
- Address urgent client, family, and caregiver concerns.
- Review missed communications, incomplete records, and unresolved exceptions.
- Confirm staff assignments, priorities, and follow-up responsibilities.
- Document important decisions, communications, and service changes.
Weekly and Monthly Responsibilities
- Lead regular office team meetings and review outstanding tasks.
- Review staffing, recruiting, onboarding, training, and compliance needs.
- Review intake handoffs, new starts, client satisfaction, and retention concerns.
- Check payroll and billing preparation for unresolved exceptions.
- Review complaints, incidents, corrective actions, and service-quality trends.
- Conduct scheduled documentation audits and follow up on gaps.
- Report operational results, risks, priorities, and Gold Standard implementation progress to ownership.
- Update approved checklists and procedures as improvements are introduced.
Qualifications
- Experience in home care, healthcare, staffing, office management, or operations leadership preferred.
- Strong organization, judgment, delegation, and problem-solving skills.
- Ability to manage competing priorities and follow through independently.
- Ability to hold team members accountable with professionalism, fairness, and respect.
- Strong customer service and conflict-resolution skills.
- Comfortable using Microsoft Office, Teams, email, scheduling systems, and digital reports.
- Experience with WellSky/ClearCare, EVV/Sandata, payroll preparation, or billing systems preferred.
- Professional, compassionate, patient, and culturally sensitive.
- Spanish or another language relevant to our clients and caregivers preferred.
- Valid driver’s license, reliable transportation, and ability to travel to client homes, facilities, meetings, and events.
- Commitment to confidentiality and company privacy standards.
How Success Is Measured
Success includes reliable shift coverage, successful new starts, client satisfaction and retention, completed training with demonstrated understanding, accurate documentation, timely resolution of payroll and billing exceptions, effective complaint follow-up, and consistent team task completion.
About Civility Home Care
Civility Home Care provides non-medical home-care services that help individuals remain safe, comfortable, and independent at home. Our Gold Standard initiative strengthens employee training, service consistency, communication, and accountability.
Civility Home Care — Care Shaped by Dignity.
Civility Home Care LLC is an Equal Opportunity Employer.