HOME CARE OFFICE ADMINISTRATOR
Operations Coordinator • Position Description and Hiring Profile
Employer
Nurturing Hearts Haven LLC
Location
9211 Forest Hill Ave, Suite 200, Richmond, VA 23235-8677
Reports to
CEO / Virginia Home Care Organization Administrator
Status
Full-time • Hourly • Nonexempt
Recommended pay
$24.00 per hour; approved hiring range of $22.00–$24.00 based on directly related experience
Annual equivalent
$49,920 at $24.00 per hour and 40 hours per week
Schedule
40 hours weekly 9:30 AM - 5:30 PM
Review period
Introductory performance review after 90 days; no automatic wage increase is promised
Position Summary
The Home Care Office Administrator & Operations Coordinator manages the daily administrative workflow for a growing Virginia personal care organization currently serving approximately 11 clients. The position keeps scheduling, EVV, payroll support, authorizations, personnel files, client records, billing support, and office communication accurate and on time. This employee works closely with the CEO/Administrator and registered nurse while protecting client confidentiality and maintaining survey-ready records.
Important title clarification
This office position supports the organization’s formally appointed Virginia Home Care Organization Administrator. It does not independently replace that role. Appointment as the HCO Administrator or Administrator’s designee requires a separate written designation and satisfaction of the qualifications and availability duties in 12VAC5-381-170.
Compensation and Benefits
• Starting rate: $24.00 per hour is recommended for a well-qualified candidate; use $22.00–$24.00 as the posted range.
• 401(k): Eligibility begins after 90 days of employment, subject to the written plan document, enrollment dates, and applicable plan rules. Any employer match must be stated separately and only if the plan provides one.
• Workers’ compensation: The employee is covered in accordance with the organization’s Virginia workers’ compensation policy and applicable law. This is required coverage, not a substitute for wages or an elective benefit.
• Overtime: N/A
Essential Duties and Responsibilities
1. Office Operations and Communication
• Open and maintain the office, answer and route telephone calls, monitor agency email and fax communications, receive visitors, process mail, and maintain the office calendar.
• Prepare professional correspondence, forms, reports, meeting materials, notices, and routine client and employee communications for Administrator approval when required.
• Maintain organized electronic and paper filing systems with appropriate access controls, retention practices, and confidentiality protections.
• Track assigned tasks, deadlines, renewals, meetings, and follow-up commitments and promptly escalate anything that could affect client safety, payment, staffing, or regulatory compliance.
2. Scheduling, EVV, and Caregiver Coordination
• Maintain caregiver schedules in AxisCare or the organization’s approved scheduling system and confirm coverage against each client’s authorized hours and plan of service.
• Monitor EVV exceptions, missed clock-ins or clock-outs, late arrivals, open shifts, overlapping visits, and unverified visits each business day; obtain documentation and approval before any correction.
• Communicate schedule changes to clients, authorized representatives, caregivers, the Administrator, and the nurse as appropriate, while documenting all material changes.
• Coordinate coverage for call-outs and emergencies without authorizing services outside the approved plan, authorization, staffing policy, or employee scope.
3. Human Resources and Personnel File Administration
• Support recruiting, interview scheduling, reference verification, offer-document preparation, onboarding, orientation tracking, and separation paperwork.
• Maintain complete personnel files, including applications, job descriptions, education and employment history, credentials, training, evaluations, disciplinary documents, background-check documentation, and sworn disclosure statements.
• Track expirations for CPR/First Aid, TB documentation when applicable, PCA/CNA credentials, annual in-service training, driver information, and other agency-required records; notify leadership before expiration.
• Maintain confidential health-related employee information separately and restrict access to background-check information as required.
4. Payroll, Billing, and Authorization Support
• Compare approved AxisCare time with ADP payroll time, identify discrepancies, gather required documentation, and prepare accurate payroll-support reports by the agency deadline.
• Track client authorizations, approved units or hours, effective dates, payer changes, patient-pay obligations, and exhaustion dates; escalate discrepancies before services are affected.
• Support claim preparation, rejection and denial follow-up, accounts-receivable tracking, and reconciliation of scheduled, verified, billed, and paid visits under the Administrator’s direction.
• Maintain separation of duties and follow written approval requirements for payroll changes, refunds, write-offs, bank information, and other financial transactions.
5. Client Records, Intake, Complaints, and Compliance
• Prepare intake and admission packets, verify required administrative documents, and route clinical assessments and plan-of-service matters to the registered nurse.
• Maintain client records, signed service documents, authorizations, notices, communication notes, incident documentation, complaint records, and discharge or transfer paperwork.
• Receive concerns professionally, document complaint intake, immediately report suspected abuse, neglect, exploitation, client-safety threats, privacy incidents, and serious service failures, and support timely investigation and resolution.
• Complete routine file audits, maintain corrective-action logs, and organize survey-ready records for Virginia OLC, DMAS, MCO, payer, insurance, and internal quality reviews.
• Protect HIPAA and other confidential information and use only approved systems, secure transmission methods, passwords, and release-of-information procedures.
6. Quality, Training, and Leadership Support
• Prepare administrative reports for leadership, including staffing status, open shifts, EVV exceptions, expiring credentials, authorization balances, payroll discrepancies, complaints, incidents, and accounts receivable.
• Assist with orientation, staff meetings, annual training records, emergency-preparedness activities, and quality-improvement projects.
• Recommend practical workflow improvements while following approved policies and preserving required documentation and approval controls.
• Perform other related administrative duties within the employee’s qualifications and assigned authority.
Authority and Role Boundaries
• May coordinate and document approved operations but may not independently change a client’s plan of service, authorize clinical tasks, provide nursing judgment, or alter authorized service hours.
• May not falsify, backdate, or approve time, EVV, payroll, billing, personnel, or clinical records without required source documentation and authorized review.
• Must immediately escalate client-safety issues, alleged abuse or neglect, serious incidents, privacy breaches, payer or authorization conflicts, fraud concerns, and matters outside delegated authority.
• May serve as the Administrator’s designee only after written designation, verified qualification, and training to perform the required duties.
Required Qualifications
• At least 3-5 years of progressively responsible administrative, healthcare operations, or office-management experience, including at least three years in home care, home health, Medicaid long-term services and supports, or a closely related healthcare setting.
• At least two years of lead, supervisory, scheduling, compliance, billing, payroll, or multi-function office responsibility.
• Associate degree in healthcare administration, business, human resources, accounting, or a related field; a bachelor’s degree is preferred. Seven or more years of directly related experience may be considered in place of the degree requirement.
• Demonstrated experience with Virginia Medicaid/DMAS requirements, CCC Plus or managed-care plans, service authorizations, EVV, caregiver scheduling, personnel files, and audit preparation.
• Advanced working ability with Microsoft Outlook, Word, Excel, shared calendars, PDF forms, secure electronic records, and professional business correspondence.
• Hands-on AxisCare and ADP experience is strongly preferred; the selected candidate must demonstrate the ability to learn and accurately use all required agency systems.
• Strong knowledge of HIPAA, confidentiality, documentation standards, mandated reporting, client rights, and professional boundaries.
• Excellent written and verbal communication, judgment, organization, follow-through, conflict management, and attention to detail.
Pre-Employment and Continued-Employment Requirements
• Signed sworn disclosure statement and satisfactory Virginia criminal record check, with no disqualifying barrier crime, completed and maintained according to Virginia home care requirements.
• Satisfactory identity and work-authorization verification, professional references, education and employment-history verification, and applicable OIG/SAM/Medicaid exclusion screening.
• Satisfactory drug screening when required by agency policy or permitted cause-based testing procedures; continued compliance with the organization’s drug-free workplace policy.
• Satisfactory driving record and proof of valid driver’s license and automobile insurance if driving is an assigned essential function.
• TB or other health screening when the employee will enter client homes or when required by agency policy, payer contract, or assigned duties.
• Ability to sign and comply with confidentiality, HIPAA, information-security, conflict-of-interest, code-of-conduct, and records-integrity requirements.
Physical and Work Requirements
The position primarily involves office and computer work, frequent telephone and electronic communication, and regular handling of confidential records. The employee must be able to sit or stand for extended periods, operate standard office equipment, move files or supplies weighing up to 20 pounds, and travel locally when an assigned essential function requires it. Reasonable accommodations will be considered in accordance with applicable law.
Performance Standards
EVV and scheduling
Exceptions reviewed each business day; open shifts and safety-related gaps escalated promptly; no undocumented time edits.
Payroll support
Complete and timely reports; discrepancies resolved or escalated before deadline; approvals retained.
Personnel files
Required documents organized, secure, current, and audit-ready; expirations tracked in advance.
Client and authorization files
Current authorizations and administrative records maintained; risk of over-service, under-service, or expiration escalated before impact.
Communication
Professional, confidential, and timely responses; material conversations documented in the appropriate system.
Compliance and quality
Monthly audits and assigned corrective actions completed by due dates; incidents and complaints routed immediately and tracked through closure.
90-Day Success Priorities
• Learn Nurturing Hearts Haven’s policies, payer mix, client roster, staff roster, escalation structure, and approved systems.
• Establish a reliable daily EVV and open-shift review, a weekly authorization check, and a monthly personnel/client file audit calendar.
• Bring assigned credential, personnel, authorization, payroll-support, and administrative tracking logs current and document remaining corrective actions.
• Demonstrate accurate, professional, confidential communication with clients, representatives, caregivers, nurses, payers, and leadership.
Employment and Compliance Notices
Employment is at will unless a written agreement signed by authorized leadership states otherwise. This description identifies the position’s principal functions and does not create a contract or guarantee of hours, continued employment, benefit levels, or a wage increase. Duties may be reasonably revised as operations and legal requirements change. Nurturing Hearts Haven LLC is an equal opportunity employer and will consider reasonable accommodations for qualified individuals.
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