The Business Office Manager (BOM) is responsible for overseeing many administrative functions within the community. They work closely with the Executive Director to ensure that day-to-day operations and business processes are conducted efficiently and effectively. The BOM supervises the Concierge team, providing them with superior leadership and direction. This position reports to the Executive Director and resides in the Administrative department. BOMs are relied upon to create and maintain a pleasant work environment, ensuring high levels of organizational effectiveness, communication and safety. As a liaison for residents, families, managers and associates, this position must rely on sound problem-solving skills and a dedication to customer service to exceed the needs of the community. The BOM thrives on the different problems and priorities each day brings and the understanding that they are making a positive impact on the success of the community daily.
The Administrative Department is the backbone of the community, ensuring day-to-day operations are running smoothly and that our residents are happy and safe in their homes. They work closely with all departments in the community, advocate on behalf of the residents, and solve any problems that arise. Staying upbeat and positive, exhibiting dedicated customer service and teamwork, and executing follow-through are critical to meeting the needs of our residents.
Main Job Tasks and Responsibilities:
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Oversee the hiring, training, coaching, supervision, scheduling and evaluating of the concierge team.
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Serve as a main point of contact for associates, managers, residents, families, vendors and visitors in troubleshooting a variety of problems and concerns related to financial or administrative matters.
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Manage the reception area to ensure effective telephone and mail communications both internally and externally to maintain high-quality customer service.
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Responsible for the community’s day-to-day security procedures (such as distributing building access keys and back up to security access cards, pendant services, etc.)
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Participate in onboarding of all new hires including the processing of new hire paperwork through our applicant tracking and payroll system. Serve as a main point of contact for new Associates.
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Maintain physical and electronic files and records for the community, ensuring regulatory compliance. Submit appropriate forms to payroll to initiate associate status changes and/or payroll adjustments.
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Serve as a liaison between the community and HR or Accounting for questions related to (including but not limited to) resident billing issues, purchase orders, leave requests, payroll, timecards and workers’ compensation and benefits.
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Perform property management tasks in our accounting system. Manage purchase orders, invoices, resident payments and collections, lease renewals and address resident billing concerns.
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Management and reconciliation of petty cash.
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Complete reports including long term care insurance reporting, and others as requested.
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Provide tours to prospective families and residents when the Marketing team is unavailable.
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Assist with all other duties as assigned by the Executive Director.
At Waltonwood, we are all a part of a team who are here to serve the residents living in our communities. Our residents count on us every hour of every day. As such, we expect all associates and Department Heads alike to be willing to lend a helping hand to co-workers, direct reports, and supervisors, whether it is in their specific department or another unrelated to their day-to-day responsibilities. Department Heads need to keep the best interests of the residents and other associates in mind, and be an active participant in accomplishing team, community, and company goals. This is all a part of leadership. Our Department Heads are leaders in our communities and organization as a whole. We expect our leaders to lead by example, demonstrate integrity and character, lead innovation and change, while inspiring and developing associates throughout the organization.
Competencies:
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Customer Focused – Dedicated to meeting and exceeding the needs of the customer by establishing and maintaining effective relationships as well as gaining trust and respect of customers.
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Integrity and Trust – Does what they say they will do, does not take the easy road, and does not misrepresent themselves for personal gain. Always does the right thing, even when it does not benefit themselves
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Detail Oriented – Pays attention to the smallest details in a situation, and truly cares about them. Understands the importance of all aspects of a given task, no matter how trivial they may seem. Values the importance of gathering all relevant information before making a decision.
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Organization – Has the ability to arrange and utilize resources effectively and efficiently to get work activities accomplished. Does not lose track of tasks or responsibilities, and can be counted on to always follow up.
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Strong Communication Skills – Clearly and accurately provides pertinent information to individuals in verbal and/or written form. Able to accurately convey information in a way that engages the audience and helps them understand and retain the message.
Job Requirements:
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Bachelor’s degree or equivalent strongly preferred. High school diploma required.
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At least 2 years of previous experience in office management.
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Working knowledge of mail processes such as postage machine, FedEx and UPS.
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Excellent computer and phone skills. Proficiency in Microsoft Outlook and Excel.
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Ability to read, write and communicate effectively in English.
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Previous experience in assisted living or related experience working with the elderly population preferred.
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Ability to work independently with a high degree of integrity, honesty and good judgment.
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Exercise patience, understanding and a calm demeanor at all times.
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Excellent time management skills and ability to multi-task and prioritize work.
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Strong organizational and planning skills in a fast-paced environment.
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Able to work weekends and holidays as needed, sharing the Manager on Duty responsibilities
Physical Requirements:
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Constant use of manual dexterity, auditory and visual skills and gross motor skills with frequent use of bi-manual dexterity and fine motor skills.
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Ability to follow written and oral instructions and procedures.
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Ability to reach, bend, twist, squat, kneel, push and pull.
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Ability to lift/carry up to 20 pounds.
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Ability to perform repetitive movements including simple grasping, pushing, pulling and fine manipulation.
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Constantly sitting, with occasional standing and walking.
