Office Manager

Job Title/Position: Hospice Office Manager

Reports To: Hospice Administrator

JOB DESCRIPTION SUMMARY

The Office Manager plays a critical role in the daily operations of the hospice office, serving as the administrative backbone to ensure efficiency, compliance, and continuity of care. This individual manages all office operations including intake, clinical records management, data entry, billing support, staff scheduling, payroll and direct communication with patients, families, and clinical team. The Office Manager reports to the Hospice Administrator and serves as a key liaison among all departments to promote a cohesive and responsive care environment.

ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES

Administrative and Office Management

1. Manage daily operations of the office to maintain a professional, efficient, and welcoming atmosphere.

1. Supervise administrative personnel including intake, clerical, and scheduling staff.

1. Maintain confidentiality and secure handling of all patient records (HIPAA compliant).

1. Manage office supplies and medical equipment inventory to ensure operational readiness.

1. Perform general administrative support including typing, faxing, copying, scanning, and managing mail.

1. Welcome and assist guests, patients, and families in a courteous, professional manner.

1. Communicate effectively by phone and in person with patients, families, staff, and external providers.

Clinical Records & Documentation

1. Maintain accurate and up-to-date clinical records per Medicare and agency policy.

1. Track admissions, discharges, certifications, and re-certifications.

1. Assist with chart audits and ensure documentation is complete for billing and compliance.

1. Maintain up-to-date mailing lists and distribute necessary communications to staff and stakeholders.

1. Gather and record Daily Staff Reports (DSRs) and ensure timely documentation.

Scheduling Oversight

1. Collaborate with Clinical Managers and Scheduling Team to coordinate daily and weekly schedules for all clinical field staff (RNs, LVNs, CNAs, Social Workers, Chaplains, etc.).

1. Use EMR and scheduling software to manage visits and adjust staffing as needed.

1. Respond to urgent changes in staffing or patient needs to ensure continuity of care.

1. Communicate updates regarding admissions, discharges, schedules, and clinical meetings.

Intake & Admissions Coordination

1. Collaborate with Intake Team to facilitate the intake process for new patients, ensuring accurate entry of referral and insurance information.

1. Liaise with marketers, referral sources, families, and clinical staff to support timely admissions.

1. Provide compassionate and clear communication to families during the initial hospice care process.

Billing & Invoicing Support

1. Input data for billing purposes and ensure accurate submission of documentation.

1. Monitor billing compliance with Medicare, Medi-Cal, private insurance, and third-party payers.

1. Collaborate with billing staff or vendors to resolve denials or errors.

1. Maintain financial records for audit and reporting purposes.

Compliance & Quality Assurance

1. Ensure office operations are compliant with CMS, state, and CHAP regulations.

1. Assist with internal and external audits, chart reviews, and quality improvement initiatives.

1. Support the organization’s readiness for regulatory surveys and inspections.

Community Engagement

1. Participate in and assist with community activities, including health fairs, educational programs, and hospice outreach events.

Additional Duties

Perform other duties as assigned by the Program Director, Clinical Director, or Administrator

POSITION QUALIFICATIONS

• Education: High school diploma required; additional training in business administration, secretarial studies, or healthcare administration preferred.

• Experience: Minimum 2 years in an administrative or office management role; experience in a healthcare or hospice setting strongly preferred.

• Technical Skills: Proficient in Microsoft Office Suite, EMR systems, data entry, and scheduling software.

• Communication: Strong verbal and written communication skills; excellent telephone etiquette.

• Organizational Skills: Ability to manage multiple tasks, prioritize effectively, and maintain attention to detail.

• Interpersonal Skills: Friendly, professional demeanor with the ability to build strong working relationships.

• Transportation: Valid driver’s license and access to a personal vehicle with auto liability insurance.

Skills Required

• Able to sit, stand, bend, and lift light office supplies or files.

• May require occasional travel for meetings or community events.

• Comfortable working in a fast-paced healthcare environment.

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Employee Signature Date