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Verify Job Daily Ensure COIs receive NAPA compliance OPM Chs.6,18
Communication documentation confirmation of
is relayed to customer’s Insurance Company
Centers of satisfaction / Third-Party
Influence (COI) Administrator
Accurate tracking Guidelines
Verify customer of customer Compliance
satisfaction was satisfaction and
traced beyond job performance
Certificate of
Satisfaction
(COS)
Manage Manage National Daily Ensure all NAPA Green light NAPA Status Bulletins
Compliance Accounts Program required file status Reporting System 3110-F, 3145-
Documentation Agreement (NAPA) uploads and job D
status file audits are Business Review
monitoring compliant and Visitation Report National
communicate Accounts
Annual NAPA Guidelines
other NAPA Compliance
compliance Review
issues to Owner
1
ROLES AND RESPONSIBILITIES - OFFICE MANAGER
Update Business As needed Ensure Business Resume “Last Updated” field ServproNET
Resume (Minimum of information is which accurately on Business Business
AAß annually) current and reflects Franchise Resume Resume
accurately capabilities
reflects
Franchise
capabilities
2
ROLES AND RESPONSIBILITIES - OFFICE MANAGER
Office Develop and execute Annually Plan Efficient and Plan documented OPM Chs. 1-3
Administration annual Office improvements effective office
Planning Administration plan and expand administration and Initiative Goal and
automation of support Key Measurement
office tasks report
Office Staff Ensure required Weekly Ensure required All supplies and Weekly Meeting OPM Ch.1
Management tasks are completed tasks are paperwork is Checklist
for weekly staff completed for prepared in
meetings weekly staff advance of weekly
meetings staff meeting
Recruit and hire As needed Perform Build and develop Turnover rate OPM Ch1
office staff administrative an effective office
and accounting staff Personnel Personnel
tasks evaluations Manual
Chs, 1-4, 10
Office Admin-
Computer
Skills
Evaluation
3
ROLES AND RESPONSIBILITIES - OFFICE MANAGER
Train office staff on On-going Customer, Effective office Training Checklists Manuals
job file management program, and staff that is able to
and software COI service meet service level NAPA Compliance Training
levels are met agreements Videos
TrainER
e-Learnings
Bulletins
National
Accounts
Guidelines
OPM Ch.13
Train and monitor As needed Office staff is Reports are timely Recurring task list OPM Chs.13,
staff on capable of and accurate 14, 18
administrative and producing and
accounting reports distributing EMM Ch.5
accurate
reports
4
ROLES AND RESPONSIBILITIES - OFFICE MANAGER
Ensure all office staff Weekly Provide tracking Measurable Weekly Report OPM Ch.1
weekly reports turned of weekly tasks tracking of weekly
in on-time to evaluate and goals and performance and Office Staff Weekly OPM Chs.
weekly performance timely improved Report Review 1,18
performance performance Personnel
feedback Manual Chs.
5,7,8, 10
Maintain company Daily Ensure all Compliant meeting Outlook Calendar OPM Ch. 18
Calendar / Schedule meetings are attendance Review
calendared and
AAß travel plans
made
Audit phone log to Daily Ensure COIs Well-informed Phone Call Log OPM Ch. 6
see if all messages and customers COIs and
received follow-up receive timely customers
responses
5
ROLES AND RESPONSIBILITIES - OFFICE MANAGER
Financial Manage Invoicing Daily Customers Timely invoicing of Completed Work OPM Ch. 15
Administration receive timely customers Orders marked
Management invoices for “Billed” EMM Ch.5
services
Oversee Accounts On-going Improve cash Accounts A/R Aging Report OPM Chs.
Receivable flow Receivable (A/R) 14,15
Collection are kept current Average Collection
Period calculation EMM Ch.5
FFA analysis
Manage Accounts On-going Improve cash Accounts A/R Aging Report OPM Chs.
Receivable flow Receivable are 14,15
AAß à AC kept current Average Collection
Period calculation EMM Ch.5
FFA analysis
Reconcile Invoice Monthly Ensure Royalties paid Royalty Report OPM Ch.
Log, Cash Receipts Royalties are timely and
records and Royalty calculated and accurately Invoice Log
Reports paid timely
Deposit Report
6
ROLES AND RESPONSIBILITIES - OFFICE MANAGER
Financial Manage Accounts On-going Review all Accounts Payable A/P Report OPM Ch. 14
Administration Payable (A/P) payables are kept current
Management AAß à AC EMM Ch.5
(cont.) Create checks All referral and
for approved subcontract fees
payables logged and paid
Manage, audit Daily Ensure Deposits match up Invoice Report OPM Chs.
deposit paperwork, accuracy of with accounts 14,16,18
and perform bank deposits receivable. Deposit Report
deposits EMM Ch.5
Manage Petty Cash Daily Maintain cash Proper Petty Cash Report OPM Chs.
AAß à AC on-hand for documentation 14,16,18
small and accounting for Deposit Report
necessities cash purchases EMM Ch.5
Manage payroll tasks Weekly Ensure Wages and Paychecks OPM Ch.17
Franchise has commissions are delivered on-time
accurate and paid accurately Personnel
timely and timely Check Error Log Manual Ch.7
documents
7
ROLES AND RESPONSIBILITIES - OFFICE MANAGER
Financial Develop and manage On-going Control Operate within Budget OPM Chs 1,2,
Administration office administration expenses approved budget documented 11
Management budget
(cont.) Budget vs. Actual
Report
8
ROLES AND RESPONSIBILITIES - OFFICE MANAGER
Technology Coordinate computer As needed Computers and Staff has All software SOA Web
and software software appropriate programs have Portal
upgrades and function with functional latest updates
installation appropriate hardware and SOA Software
AAß software software Updates
EC Toolkit
Technology Perform tests of Weekly Secure data for Useable and File backup audits OPM 3,14,18
(cont.) computer back-ups recovery of files complete backups
AAß for data loss
recovery
Inventory Manage records for As needed Track and Accurate fixed Franchise Fixed OPM Ch.11
all Franchise fixed manage fixed asset identification Asset Report
assets asset inventory and inventory Equipment
AAß records Inventory List
for Renewals
9
ROLES AND RESPONSIBILITIES - OFFICE MANAGER
Maintain proper on- Monthly Ensure No lost time due to Inventory Reports OPM Chs. 2,
hand inventory of professional inadequate 11
professional cleaning cleaning products or
products, operating products, supplies
supplies, and office operating
supplies supplies, and
AAß office supplies
are on-hand
Marketing Perform Public Bi-weekly Support Positive PR Checklist EMM Chs. 1,3
Support Relations activities Franchise goals community
AAß through perception of
community Franchise
involvement
Provide C.E. seminar Bi-weekly Ensure supplies Mutually-beneficial CE Support EMM Ch. 1
support and other relationships with Checklist
AAß needed items COIs CE Chs.
are prepared 3,7,9,10
10