Service Inquiry Standards

1. The Operations Manager is accountable for getting assessment appointments scheduled between the prospective client and the CEO. It is expected that assessments will be scheduled for 80% of the service inquiry The Office Manager, in the SI Report, must track this.
2. The Operations Manager will be accountable to the CEO, via the SI Report on all activities relating to the SIF calls.
3. Once an SIF call is taken, the Operations Manager is responsible for making sure that the information from the SIF is immediately inputted into our contact database, ERSP. This includes scheduled assessments, family contact info, client contact info, and most importantly, “the sales opportunity”
4. The Operations Manager is responsible for keeping all “sales opportunity” info in ERSP up to date for all prospective clients who have not yet had their assessments. After an assessment has been done, the CEO/Care Coordinator assumes responsibility for keeping this information up to date and following up with the prospect if they have not signed on for services.
5. After the SIF call, the Operations Manager is responsible for making sure that the appropriate packet of information is sent out the prospective client the same day the client called.
6. After the prospective client has received their information packet, the Administrator is responsible for following up with them to make sure they got their packet and to again try and schedule an assessment for the CEO and tracking these calls in the ERSP! database.

Payroll Standards

1. Administrative Concepts main point of The Operations Manager is to correspond directly with Administrative Concepts regarding issues pertaining to PC Payroll software and other such areas relating to payroll
2. Inputting Every other Monday, Operations Manager is responsible for ensuring that the data from our scheduling system is 100% accurate and properly entered into Administrative Concepts PC Payroll Software.
3. Timely payroll. Responsible for submitting accurate payroll to Administrative Concepts no later than 5pm on payroll Tuesdays. In case of a holiday falling on Monday, Payroll is due by 5pm on Wednesdays.
4. Overall payroll management. Responsible for handling all issues relating to payroll. This includes errors, cancelled checks, manual checks, etc.
5. Payroll reports. Responsible for generating accurate payroll reports as directed by the CEO.

Billing Standards

1. Office Manager is responsible for ensuring that the data in the scheduling system is 100% accurate and properly downloaded into QuickBooks every “Billing Wednesday.”
2. Credit card Responsible for making sure that those clients, who pay by credit card, are charged properly before invoices are printed out.
3. Timely billing. Responsible for getting billing to the Post Office before 5pm on “Billing Wednesdays.”
4. Responsible for generating letters, phone calls, and all correspondence to responsible parties who are behind more than 15-days on their bills. Also, responsible for communicating with (30 days or more) delinquent clients to the CEO so proper action can be taken to ensure their timely payment.
5. Accounts Receivable. Responsible for taking payments, entering them accurately into QuickBooks, and making sure they are deposited in a timely
6. Overall billing management. Responsible for handling all issues relating to billing. This includes taking client billing phone calls, correcting errors, etc.
7. Billing reports. Responsible for generating accurate billing reports as directed by the CEO.

Scheduling Standards

1. The Operations Manager is responsible for documenting these changes using the “Schedule Change Form” with each ongoing schedule change and files it in the appropriate The Administrator is expected to know who all the available caregivers are and use their better judgment on making the appropriate assignments and to work closely with the Staff Coordinator on schedule changes.
2. The Operations Manager is responsible for making sure all the Care Plans, Schedules, Authorizations, Notes, and other areas are accurately input into the scheduling system and tracked properly.
3. The Operations Coordinator is responsible for understanding and effectively using our timekeeping system. The Supervisor must utilize this system so that all information is 100% accurate for billing and payroll purposes and also to make sure that caregivers are arriving and leaving their shifts in accordance with their previously arranged schedules.

Purchasing Standards

1. The Operations Manager has oversight over all purchases relating to office supplies and other items that support the other two However, the CEO must approve all purchases that fall outside the purchasing budget. The CEO must also approve all items that exceed $75.
2. The Operations Manager is also responsible for keeping up to date on the best prices available for the products we need. The Office Manager must negotiate these prices with our vendors and find the best reasonable prices while still getting equal value.

Record Keeping

1. The Operations Manager is responsible for creating, tracking, and reviewing all new hire paperwork. It is imperative that the Operations Manager make sure that before a new hire leaves, that all the appropriate paperwork has been properly filled out correctly, etc. If there are items missing from their paperwork, (like a driving record, TB test, etc.), it is the responsibility of the Operations Manager to correspond with the new hired caregiver to make sure that whatever is missing is promptly received and filed properly.
2. Once new hire paperwork and documentation has been received, it is the responsibility of the Operations Manager to track and notify Caregivers of items that are expired and need updating.
3. The Operations Manager is responsible for ensuring that internal office Client Files are created for each client and organized according to the guidelines. He/she is also responsible for the maintenance and organization of each section of the Client Files.
4. The Operations Manager has oversight over all employer sponsored benefit programs. This includes supplemental and health benefits and perhaps a 401k plan in the future. It is the responsibility of the Operations Manager to communicate between the employees and the applicable providers to make sure that all enrollments, withholdings, and anything else pertaining to benefits are done properly and within Florida State law.
5. It is expected that the Operations Manager will need to address new hired caregivers, during the weekly orientation, regarding benefits, payroll, and other matters under his/her jurisdiction that affect the caregivers The Operations Manager will be responsible for scheduling the appropriate time with the Staff Coordinator/Care Coordiantor during this orientation. The amount of time needed during orientation shouldn’t exceed more than 10 minutes.
6. The Operations Manager is expected to assist the CEO with the creation, updating, and organization of all manuals pertaining to each office staff position. This includes creating forms and updating instructions as directed by the CEO.
7. The Operations Manager is responsible for assisting the CEO in whatever duties that allow him to more effectively move Right Accord closer to its Strategic Objective.