Operations Support Specialist

Job Summary
Under the supervision of the Executive Office Manager the Operations Support Specialist ensures efficient day-to-day operations across Home Health and Hospice offices. This role supports front desk operations, facility access and deliveries, supply coordination, scheduling logistics, and general office coordination while maintaining professionalism, confidentiality, and adherence to organizational policies 
    

Qualifications / Job Requirements
Education
•    High school diploma required; associate degree preferred.

Skills, Experience and Attributes
•    Minimum 2–3 years of administrative, front desk, or operations support experience; healthcare experience preferred. 
•    Strong communication, customer service, and organizational skills. 
•    Ability to work independently and manage competing priorities. 
•    Competency with Microsoft Office, scheduling tools, and basic office technology. 
•    Adaptability and problem-solving skills. 
•    Thrives in a fast-paced environment. 
•    Ability to work independently and collaboratively within a team environment. 
•    Strong attention to detail and accuracy. 
•    Manages multiple responsibilities with grace, kindness, and curiosity. •    

Success Criteria
•    Growth Mindset:  Embraces challenges, learns from mistakes and feedback, sees effort as a path to mastery and finds inspiration from the success for others.  
•    Judgement:  Applies sound judgement and decision making when handling day to day activities, problem solving, and resolving conflicts.
•    Culture Contribution: Models and lives Home Health and Hospice Mission and Values

General Standards
•    Must demonstrate and maintain any required competency
•    Able to speak, read and write in English
•    Be honest, self-directed, possess initiative, display good judgment and a positive attitude toward daily activities 
•    Have the ability to communicate clearly and effectively both orally and in written work
•    Be able to work cooperatively and in a productive manner with organization’s employees, clients, customers and the general public
•    Maintain satisfactory standing with the Adult Abuse Registry, Child Abuse & Neglect Registry, Vermont Criminal Information Center and OIG 
•    Be free from the illegal use and effects of drugs and alcohol in the workplace
•    Be able to conduct the functions of this job without risk of harm to the health and safety of self and others
•    Hold a valid driver’s license and have a reliable, registered vehicle with insurance as required by the organization, and appropriate to position

Responsibilities / Performance Indicators
 
Operational Office Support 
a.    Maintains a professional and welcoming front desk environment. 
b.    Serves as the primary contact for visitors, staff, and vendors. 
c.    Assists with facility access and delivery coordination. 
d.    Follows established procedures for operational activities. 
e.    Escalates concerns appropriately. 
f.    Maintains operational supply inventories. 
g.    Processes incoming and outgoing mail. 
h.    Logs and secures incoming checks and deposits. 
 
 
Customer Service and Communication 
a.    Supports positive patient and visitor experiences. 
b.    Communicates effectively with internal and external customers. 
c.    Processes incoming and outgoing mail. 
d.     Provides phone coverage during assigned business hours. 
 
Compliance and Quality 
a.     Maintains confidentiality of organizational information. 
b.    Complies with organizational policies and procedures. 
c.    Participates in required training and competency programs. 
d.    Maintains accurate records and documentation. 
 

Upholds The University of Vermont Health Network Mission, Values, and Standards of Excellence 
 
a.    Demonstrates integrity, compassion, and respect when working with patients, families, visitors, and staff 
b.    Protects the privacy and confidentiality of patients, families, staff and proprietary business and/or financial information of The University of Vermont Health Network by creating and maintaining a secure, respectful, and trusting environment 
c.    Demonstrates a commitment to patients, families and staff by meeting The University of Vermont Health Network’s attendance expectations as outlined in The University of Vermont Health Network’s Time and Attendance Policy and departmental standards (reports to work on time, manages unscheduled time off, etc.) 
d.    Adheres to The University of Vermont Health Network Professional Appearance Policy and maintains a neat and well organized work area 
e.    Appropriately wears an identification badge at all times 
f.    Demonstrates knowledge and understanding of job responsibilities, focuses on customer needs, and strives to do the job right the first time 
g.    Demonstrates appropriate use of The University of Vermont Health Network’s resources (phones, e-mails, Internet, photocopies, supplies, etc.) 
h.    Supports and contributes to a culture that allows staff to feel appreciated, included, and valued 
i.    Displays a positive attitude and image to our patients, visitors, co-workers and community  
j.    Promotes diversity and respects coworkers, patients and their families regardless of race, color, sex, sexual orientation, gender identity or expression, ancestry, place of birth, HIV status, national origin, religion, marital status, age, language, socioeconomic status, physical or mental disability, protected veteran status or obligation for service in the armed forces. 
k.    Promotes and maintains a safe environment for patients and staff including identifying and reporting safety concerns through the SAFE system. 

 
 
•    

Professional Accountability
•    Demonstrates a commitment to the mission and values of the organization
•    Complies with all organization policies and procedures
•    Demonstrates respectful and effective communication in all interactions
•    Protects the privacy and confidentiality of clients, co-workers and organization’s operations
•    Complies with organization’s policies to protect confidentiality, integrity, availability and security of all protected health information
•    Organization’s security official 
•    Conducts him/herself in a safe manner by adhering to all safety practices, rules and standards
•    Demonstrates a commitment to quality and proactively seeks to make improvements to systems and processes
•    Reports to work on time, provides advance notice for time off, accurately reports time and attendance and appropriately manages paid time off (if applicable) in accordance with organization’s policy
•    Demonstrates a commitment to integrity in work habits and use of organization’s resources
•    Performs duties as assigned that may be outside principle responsibilities
•    Meets own learning needs. Participates in educational programs of the organization, including completion of all mandatory competencies, education or training
•    Effectively communicates to transfer information, provide guidance and resolve conflicts
•    Reports concerns and complaints regarding abuse, neglect and exploitation in accordance with Vermont State Law and the organization
•    Enhance or improve organization’s services by participating in team meetings, projects and committees
•    Contributes to a positive work environment and responds in a constructive manner to change
•    Documents the provision care and services in accordance with organization’s policy 

Work Conditions
•    1. Traveling may be required
•    2. May work in community-based settings, and clients’ homes and outdoors
•    3. May work during non-business hours
•    4. May experience:
•    Hostile and emotionally upset clients, family members, visitors and staff.
•    Stress due to a demanding profession.
•    An exposure to blood-borne pathogens
•    A variety of environmental exposures such as inclement weather, animals, firearms, tobacco use, dust, and other client-based activities and preferences

Essential Physical Requirements
•    1. Must walk, sit, stand, bend, lift and move intermittently during working hours
•    2. Must have the ability to push, pull and lift from the floor, up to a total of 50 pounds and be able to move with the weight, as to organization’s standards
•    3. Climbing-be able to navigate stairs of varying heights and degrees
•    4. Balancing-be able to maintain balance
•    5. Kneeling, crouching, stooping, twisting, reaching below waist level, reaching overhead and reaching torso level
•    6. Manual finger dexterity-will need dexterity to perform duties and use equipment
•    7. Visual acuity-will need sufficient eyesight to drive a car, use office equipment and perform duties
•    8. Auditory acuity- will need to assist individuals in person and by telephone