Operations Manager

Reports To:
Agency Owner/ Administrator

Job Summary:
Responsible for the entire scheduling operations of the office and other administrative duties

Qualifications:
Bachelor’s Degree Required
Demonstrates ability to effectively communicate and interact with consumers/family, co-workers, referral sources and outside agencies
Exceptional organizational skills
Ability to perform multiple tasks under strict deadlines
Responsibilities/Essential Functions:

Staffing Responsibilities:
Answers phone and responds to customer requests in an efficient and professional manner
Checks emails and phone messages regularly throughout the business day and responds to individuals in a timely manner
Ensures consumers are staffed with Agency-deemed suitable employees and assures maximum employee attendance ratios
Coordinates and updates consumer schedules to ensure daily coverage is provided for Agency consumers
Handles and coordinates direct care worker staffing for emergency and open shifts
Coordinates schedules for field staff availability
Ensures open shifts are covered by the close of each day for the following day
Emails schedules and updates to on-call personnel at the close of each business day
Reports consumer/family/employee concerns to relevant supervisory staff
Addresses direct care worker disciplinary concerns and will discuss/refer concerns to supervisor when necessary
Informs and familiarizes new employees to the consumer service/care plan for initial visits
Reviews direct care worker briefing form with direct care workers to ensure skill set is aligned with service/care plan
Assist supervisors at off-site facilities staffing and email schedules to supervisors weekly

Intake Process:
Manages intake telephone calls and answers questions regarding potential consumers
Follows up with potential consumer/family questions through phone, email or standard mail
Coordinates scheduling initial RN assessment with consumer/family
Enters intake information in a timely manner

Payroll coordination:
Verifies direct care worker timesheets with consumer’s schedule
Manages direct care worker over time hours especially during emergency situations
Data entry of billing and payroll data into software system
Collaborate with regarding inquiries to payroll adjustments and adjustments are completed in appropriate time frame

Scheduling:
Generates weekly schedule for consumers/direct care workers
Enters new consumer and new hire information and updates as needed
Update any consumer/direct care workers schedules in a timely manner
Generate reports to schedule upcoming supervisory visits and informs staff of scheduled visits

Training:
Prepare for training direct care workers
Schedule direct care workers and maintain weekly schedule
Update direct care worker files to reflect completion of training
Perform Quality Assurance calls and follow up:
Perform scheduled QA calls and report consumer/family concerns to appropriate individuals
Mail consumer survey’s and discharge letter in appropriate timeframe
Various clerical duties, at the discretion of the Agency Owner/ Administrator and designated staff.
The Scheduling Coordinator will adhere to all Agency policies and procedures.