Job Description
Independent Case Management, Inc.
Job Description
Title: Operations Administrator
Department: Community Supports
Reports To: Co-Chief Operating Officers
Date Last Revised: July 1, 2025
FLSA Status: salary, exempt
Safety/Sensitive Designations: This position is considered safety/sensitive for the purpose of compliance with the Arkansas Medical Marijuana Act 593.
Position Summary
The Operations Administrator plays a key leadership role in supporting service coordination, compliance, training, and operational oversight. This position is responsible for managing intake processes, guiding managers, ensuring accurate and timely utilization documentation, and supporting overflow of open caseloads. The Operations Administrator also supports quality assurance efforts, billing compliance, and training initiatives across the organization.
Primary Responsibilities and Duties
The Operations Administrator is responsible for supporting the daily operations, service coordination, and compliance efforts of the organization. Key responsibilities include:
· Managing Intake and Assessments
o Conduct meet and greets for respective referrals.
o Oversee intake processes and ensure timely completion of assessments, goal development, and required documentation.
o Maintain accurate customer records and coordinate welcome communications
· Training and Staff Development
o Assist in the onboarding and training of new managers.
o Provide ongoing guidance, professional development and mentorship to team members.
· Operational Oversight and Documentation Management
o Monitor utilization and service documentation for accuracy and completion.
o Track and ensure completion of missing or incomplete service delivery notes.
o Maintain required reporting, including billing, utilization, quality assurance tracking and ticklers.
o Participate in on-call rotation for after-hours support. Ensuring timely response to urgent situations or emergencies.
o Participate in internal reviews, audits, and process improvement initiatives.
o Assist in special projects as assigned.
o Assist in other duties as assigned.
· Caseload and Program Support
o Aid with open or high-need caseloads as needed.
o Support service coordination activities, ensuring alignment with person-centered principles, including outreach, customer visits, service planning, and progress monitoring.
· Compliance and Submissions
o Assist with submission of service authorizations, billing documentation, and other regulatory forms.
o Support quality assurance reviews.
o Coordinate all aspects of nursing consultations and positive behavior support plans.
· Customer Engagement and Community Outreach
o Conduct outreach to underserved or unengaged customers.
o Address service gaps and support continuity of care by maintaining strong communication with customers and staff.
This role requires strong organizational skills, attention to detail, and the ability to manage multiple responsibilities across teams. The Assistant Director is a key player in ensuring the effective delivery of high-quality, person-centered services within compliance and operational standards.
Minimum Qualifications
· Bachelor’s degree in social work, Psychology, Human Services, Healthcare Administration, or a related field.
· Minimum 2 years of experience in case management, healthcare coordination, or supportive services.
· Demonstrated ability to manage multiple priorities and meet deadlines.
· Must be able to successfully interact and communicate with all levels of staff, clients, and customers in an effective manner exhibiting tact, enthusiasm, and patience. Must be a self-motivated person with the ability to take ownership of job responsibilities. Must have strong organizational skills.
· Ability to perform tasks efficiently. Able to type and use computers efficiently. Able to operate various office equipment such as copiers, multi-line phone system, and fax machine.
· Proficient in documentation management and basic data tracking
· Comfortable using spreadsheets and software systems for billing, scheduling, or service tracking.
· Requires full range of body motion including sitting, standing, handling, and lifting, manual and finger dexterity, and hand-eye coordination. Able to lift and carry items up to 25 pounds.
· Ability to respond to staff, customer, and client needs in a timely manner by interpreting verbal and nonverbal expressions.
· Valid driver’s license and auto insurance. You must have reliable transportation (travel required).
Essential Technical/Motor Skills: Ability to perform tasks efficiently. Able to type and use computers efficiently. Able to operate various office equipment such as copiers, multi-line phone system, and fax machine.
Interpersonal Skills: Must be able to successfully interact and communicate with all levels of staff, clients, and customers in an effective manner exhibiting tact, enthusiasm, and patience. Must be a self-motivated person with the ability to take ownership of job responsibilities. Must have strong organizational skills.
Essential Physical Requirements: Requires full range of body motion including sitting, standing, handling, and lifting, manual and finger dexterity, and hand-eye coordination. Able to lift and carry items up to 25 pounds.
Critical Cognitive Abilities: Requires excellent communication and organizational skills. Requires reasoning ability, use of independent judgment, and discretion. Able to demonstrate competence in project management and time management. Requires work with frequent interruptions.
Essential Sensory Requirements: Ability to respond to staff, customer, and client needs in a timely manner by interpreting verbal and nonverbal expressions.
Essential Technical/Motor Skills: Must be able to successfully use technology such as telephone, tablet, computer, etc. Must be able to drive an automobile
Company DescriptionAt ICM, our passion for supporting others drives the delivery of our services. Every interaction with customers, employees, and the public should be characterized by kindness, compassion, friendliness, and helpfulness.
At ICM, our passion for supporting others drives the delivery of our services. Every interaction with customers, employees, and the public should be characterized by kindness, compassion, friendliness, and helpfulness.
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