Office Manager - Hospice

Adena Hospice, LLC; Chillicothe (OH); On-site; USD 42,000 - 62,000; Full time

Job summary

Adena Home Health and Hospice is seeking an Office Manager to lead the hospice office’s day-to-day operations and staff, ensuring a service-oriented environment focused on key performance indicators. The role emphasizes professional call handling, collaboration with management and physicians, and driving operational effectiveness.

The candidate will oversee office processes, supervise program assistants, monitor invoicing, provide staff development, and prepare emergency plans, contributing to a

Qualifications

• Bachelor’s degree in business management, Public Health or equivalent experience.
• Minimum 1-year supervisory experience.
• 3+ years’ experience with inbound and outbound customer service call center.
• Ability to effectively present information to employees, customers and top management.
• Strong leadership and motivational skills.
• Experience with developing and managing to metrics.

Responsibilities

• Oversee and drive operations/processes of office.
• Identify opportunities and collaborate with management staff and physicians for improvement.
• Analyze key financial performance indicators, QAPI/PI, and recommend modifications to meet objectives.
• Monitor and manage invoicing in collaboration with the executive director.
• Prioritize and plan work duties; provide staff training as needed.
• Handle escalated calls and inquiries with the Executive Director.
• Manage employee performance for direct reports; timecard management.

Skills

Leadership

Communication

Presentation skills

Multi-tasking

Customer service

Education

Bachelor’s degree in business management or Public Health

Tools

Word

PowerPoint

Excel

Access

Outlook

Job description

Our culture and people are what set us apart from other post-acute care providers. We’re dedicated to the growth and development of our team to set them up for success. We CARE for our patients like they are our own FAMILY.

SUMMARY

The Office Manager is responsible for the day-to-day operation and management of the hospice office. They maintain a service-oriented and professional working environment, while focusing on results of key indicators within the program. Ensuring daily operations run smoothly and all calls are handled professionally, effectively, and accurately.

KEY RESPONSIBILITIES

• Oversee and drive operations/processes of office
• Identify and address potential opportunities within and for the program, including collaboration with management staff and physicians for improvement
• Analyze key financial performance indicators, analyze QAPI and PI, and recommend modifications based on operational effectiveness to meet and exceed department objectives
• Monitor and manage invoicing in collaboration with the executive director
• Prioritize and plan work duties
• Provides training and development to office staff, as appropriate
• Handling escalated calls, complaints, questions and queries as necessary in collaboration with the Executive Director
• Manage employee performance for direct reports
• Monitor and maintain work volume statistics/metrics
• Monitor calls to ensure level of expected quality
• Track and report daily performance/results
• Complete and present employee performance appraisals for direct reports
• Prepare program for emergency preparedness plans
• Perform Program Assistant and other duties as needed

MANAGEMENT RESPONSIBILITIES

• Responsible for managing the daily duties and performance of Program Assistants
• Interviewing, hiring, training, evaluation and termination of department personnel
• Provides consistent and clear coaching and provides challenge and opportunity to direct reports
• Works with direct reports to ensure employee satisfaction and resolution of issues and concerns
• Timecard management

QUALIFICATIONS

• Minimum of 1-year supervisory experience
• 3 + years’ experience with inbound and outbound customer service call center
• 1-year training experience of customer service and handling calls
• Ability to effectively present information to employees, customers and top management
• Strong leadership and motivational skills
• Experience with developing and managing to metrics
• Computer skills: Word, PowerPoint, Excel, Access, Outlook
• Proven ability to prioritize, multi-task and adapt to a fast-paced team environment
• Excellent listening and communication skills
• Adaptable to changing business environment with high growth
• Excellent verbal, written and presentation skills

EDUCATION AND CREDENTIALS

Bachelor’s degree in business management, Public Health or equivalent experience

We are an Equal Opportunity Employer.

Adena Home Health and Hospice is a partner with Alternate Solutions Health Network.

Post-acute care is at the center of improving health outcomes. We care for patients where they spend the majority of their time – in their homes. This privileged position allows us to see things that are invisible to a patient’s primary care or hospital physician, and to deliver the best possible care tailored to each patient’s setting. As the healthcare industry continues to evolve away from hospital-centric care, our work, caring for patients in their homes becomes more important than ever. Our success helping patients recover comes from engaging with them. We start at the facility bedside and coordinate each patient's transition back to their home, ensuring a smooth transition and that their care plan is right for them. We support complex, high-acuity, medically-at-risk aging patients. This is the most challenging group of individuals to serve, and we find it the most rewarding. And we do this all in partnership with health systems. Together we create a seamless care environment that enables patients to receive excellent care in the setting that best meets their needs.