Business Operations Manager

Position Summary: This position is responsible for the efficient, successful, and appropriate operations of the Home Care office to maximize growth and profitability of the region. Assures clear and effective communication with clients, associates, referral sources, vendors, contractors, and office staff. This position will oversee all office processes including recruitment, interviewing and hiring caregivers, and proper staffing and care management to collaborate functional operations. Adherence to internal operational duties including payroll processing, caregiver/client documentation collection, aging and Daily Sales Outstanding. Responsible for assuring payments are collected and budget is adhered to by maximizing operations in the office. Reports to the Director of Home Care Operations.

Essential Functions:

• Handles office, client, and caregiver complaints/questions/concerns with high level of professional
• Understands and oversees clients’ care
• Utilizes company software/systems effectively and
• Ensures accuracy with client billing and answers billing
• Assures proper collection protocol is taken and compliance with Aging and Daily Sales
• Maximizes operations for budget adherence and EBIDTA %.
• Payroll accurately prepared and processed on a bi-weekly basis.
• Assures payments have been processed and proper adjustments are made as
• Ensures that accounts payable procedures are timely &
• Keeps personnel records accurate and maintained according to regulations and company
• Compliance with state and office operational
• Held accountable to accuracy and compliance of Smartcare
• Documentation compliance with all pertinent information on client records, including financial/billing and client/family demographic
• Files and maintains all documents Distribute documents to the appropriate staff member for approval or completion.
• Conducts all 1:1 VFP meetings with all office staff on a weekly/month basis with quarterly
• Assists in and oversees recruitment process involving screens, interviews and hires of new associates in accordance with company policies and

• Relays client care concerns and changes in condition to the Director/Nursing Supervisor
• Complies with applicable governmental laws and regulations
• Processes/files worker compensation and leave of absence
• Ensures associate compliance with license continuing education requirements
• Participates in Manager on Duty Program (see below)

Manager on Duty Program:

• All management staff will be on call on a rotating basis 1 week at a time. On Call will include after 5pm Monday through Friday, all day weekends and holidays
• Answers incoming calls promptly and An immediate response is required.
• Promptly communicates issues/concerns/actions to Director or RN Supervisor
• Completes and maintains on call report on a daily basis
• Reviews on call report with appropriate personnel weekly/daily as needed

Valuable Final Products:

• Achieve & Maintain established revenue targets
• Maintain Monthly budget adherence and each cost item per annual financial forecast
• Bi-weekly ride along with field staff
• Achieve & Maintain Daily Sales outstanding (DSO) <45 days (Aging Report)
• Invoices uploaded to Oracle weekly
• Maintaining QA Audits 100% (Quarterly)
• Achieve & Maintain Satisfaction Surveys NPS score (+50 minimum)
• Maintain Appropriate Overtime Hours (<2% per quarter)
• Assist in maintaining appropriate caregiver to client ratio (3:1) and caregiver turnover rate (<20% per quarter)
• Assist in expanding Service Amenity usage to 70% minimum
• Timely submission of payroll (Mondays)
• Ensure clients are billed weekly (unless otherwise agreed upon)
• Petty cash reconciliation due last day of each month
• Expense reports (submitted by 5th of each month)

Professional Development Career Elegibility:

• All new/existing associates in the BOM/BopsMs/DHCS department will be eligible to participate in the Spring Hills Home Care Professional Development Program
• SHHC Professional Development Program is subject to change based on organizational need and growth
• The career tracks listed below will be available for all of our BOM/BopsMs/DHCS

• Associates must meet ALL conduct and performance expectations in their current role to be considered for any/all professional development opportunities

Career Development Tracks:

• BOM >BopsM > DO > VPO > EVPO
• BOM > DBD > RDSM > RDO > VPO > EVPO

• BOM – Business Office Manager
• H&W— Health and Wellness Coordinator
• DBD — Director of Business Development
• BopsM — Business Operations Manager
• DH&W — Director of Health and Wellness
• RDOH&W — Regional Director of Health & Wellness
• DO — Director of Operations
• RDSM — Regional Director of Sales & Marketing
• RDO — Regional Director of Operations
• (E)VPO — (Executive) Vice President of Home Care Operations

Salary & Bonus Details:

• All professional development & career advancement will be accompanied with a market rate adjustment in compensation per job description/title
• All professional development positions will be accompanied with a discretionary bonus performance plan

We are an equal opportunity employer and we are committed to a work environment that promotes diversity, equity, and inclusion