Office Operations Manager

We are seeking Office Operations Manager who will be the primary operational leader and main client relationship contact for Civility Home Care. This role owns client satisfaction, intake, new starts, office workflow, compliance coordination, billing and payroll preparation oversight, team accountability, rapid lead response, and service recovery. The manager must be highly efficient, able to work independently, compassionate, professional, and able to travel to client homes, facilities, and community events.

• Serve as the main point of contact for clients, families, representatives, and referral partners after inquiry or admission.
• Respond to new leads immediately and push for rapid consults and start dates whenever appropriate.
• Conduct intake calls, consultations, home visits, service agreement review, and new start coordination.
• Own client success, satisfaction, retention, relationship management, service recovery, and complaint resolution.
• Oversee scheduling, staffing, recruiting, onboarding, office communication, payroll preparation, billing preparation, and compliance workflows.
• Manage the two cross-trained Administrative Assistants and assign daily rotating duties.
• Coordinate with Supervisor on supervision, case concerns, assessments, introductions, caregiver observations, and field follow-up.
• Ensure all client and caregiver documentation is entered into Well Sky/Clear Care and maintained accurately.
• Oversee DSS/Sandata/EVV/authorization concerns and escalate unresolved conflicts to the Owner.
• Coordinate team marketing participation and attend community events with an Admin Assistant or Supervisor several times per month.
• Implement updated pricing, mileage, transportation, and service policies as approved by ownership.
• Maintain professional, respectful, compassionate, and culturally sensitive communication.