Workforce Coordinator | | Strategic Office Support Incorporated
Position Title: Workforce Coordinator
Department: Workforce and Analytics
Reports to: Workforce Supervisor
ROLE SUMMARY:
The Workforce Coordinator is responsible for monitoring, maintaining, and validating attendance and timekeeping records of healthcare associates. This role ensures the accuracy of workforce data, supports compliance with timekeeping policies, and serves as a key point of coordination between internal teams and clients regarding attendance-related matters.
ESSENTIAL FUNCTIONS AND BASIC DUTIES?
- Diligently monitoring and maintaining attendance and time records.
- Ensuring precision in attendance data for healthcare associates
- Address any discrepancies promptly and effectively.
- Assisting in the resolution of attendance-related queries.
- Regularly updating clients on their teams' attendance schedules.
- Collaborating with teams to ensure compliance with timekeeping policies
- Forwarding attendance-related requests to clients for approval, including time-offs, undertime, coaching pullouts, bereavement notifications, and other relevant matters.
- Perform other duties as required.
IT Helpdesk | TBD | Strategic Office Support Incorporated
Position Title: IT Helpdesk
Department: Information Technology
Reports to: IT Technical Lead
ROLE SUMMARY:
The IT Helpdesk is responsible for providing technical support to employees, resolving IT-related issues, maintaining hardware and software, and ensuring smooth operation of IT systems. This role supports both on-site and remote employees while safeguarding company data and resources.
ESSENTIAL FUNCTIONS AND BASIC DUTIES?
- Address and resolve customer-reported IT issues and support tickets
- Repair and maintain IT workstations and related accessories
- Track IT assets and maintain accurate records
- Perform technical checks for applicants working from home to ensure system requirements are met
- Troubleshoot VPN, basic home office routers, and web browser issues (recommended but not required)
- Install, configure, and troubleshoot PC hardware and software
- Configure and maintain structured cabling and IT systems
- Support Microsoft 365 and Active Directory operations (experience in AD is a plus)
- Perform basic networking tasks and VoIP support
- Maintain confidentiality of company passwords and sensitive information
IT Specialist | TBD | Strategic Office Support Incorporated
Position Title: IT Specialist - Asset Management
Department: Information Technology
Reports to: IT Supervisor
ROLE SUMMARY:
The IT Specialist - Asset Management is responsible for tracking, monitoring, and maintaining the organization’s IT hardware and software assets throughout their lifecycle. This role ensures accurate inventory records, supports compliance, and helps optimize asset usage and costs.
ESSENTIAL FUNCTIONS AND BASIC DUTIES?
- Maintain an up-to-date inventory of all IT hardware and software assets
- Coordinate asset receipt, tagging, deployment, transfer, repair, and disposal
- Track software licenses and ensure compliance with vendor requirements
- Monitor asset lifecycle and recommend replacements or upgrades
- Assist in procurement activities by providing asset-related data and recommendations
- Prepare regular reports on asset status, utilization, and discrepancies
- Support audits by ensuring accuracy of asset records and documentation
- Coordinate with IT support teams for deployments, returns, and troubleshooting involving assets
- Ensure proper documentation and filing of asset records and transactions
- Contribute to the development and improvement of ITAM processes and standards
Communication Skills Trainer | TBD | Strategic Office Support Incorporated
Position Title: Communication Skills Trainer
Department: Academy
Reports to: Training Supervisor
ROLE SUMMARY:
The Communication Skills Trainer is responsible for delivering training programs focused on developing verbal, listening, interpersonal, and written communication skills among newly hired and existing healthcare associates. The role is essential in ensuring associates are able to confidently and professionally interact with patients, insurance providers, and DME/HME service providers across phone, email, and chat. This trainer ensures that communication quality aligns with client expectations and industry standards, contributing to effective patient engagement and operational excellence.
ESSENTIAL FUNCTIONS AND BASIC DUTIES?
- Training Delivery and Facilitation
- Conduct classroom and virtual training sessions focused on communication fundamentals, active listening, empathy, call handling, email etiquette, and chat professionalism.
- Customize learning sessions to address role-specific communication needs (e.g., Intake, VOB, CSR, A/R, Billing).
- Demonstrate best practices through live examples, simulations, role-plays, and real-time feedback.
- Curriculum and Material Development
- Collaborate with instructional designers and process trainers to integrate communication objectives into role-based learning paths.
- Create training decks, learner handouts, evaluation of rubrics, and feedback forms.
- Continuously refine content based on learner performance and client feedback.
- Training Assessment and Support
- Assess communication skills through graded role-plays, mock calls, email/chat writing exercises, and participation in discussions.
- Provide timely coaching and constructive feedback tailored to each trainee’s development area.
- Identify trainees at risk of underperformance and collaborate with the Training Supervisor for additional coaching or remediation.
- Monitoring and Reporting
- Maintain accurate records of trainee attendance, performance evaluations, and training completion.
- Submit end-of-day reports, training summaries, and post-training evaluations to the Training Supervisor or Manager.
- Track common communication gaps across batches and recommend improvements to the curriculum.
Operations Manager | TBD | Strategic Office Support Incorporated
Position Title: Operations Manager
Department: Operations
Reports to: Site Director
ROLE SUMMARY:
The Operations Manager, under the Client Delivery department, reports directly to the Director of Client Delivery and oversees Associate Managers, Team Leaders, and frontline associates through the established management chain to ensure consistent, efficient, and high-quality operational delivery.
The Operations Manager is responsible for overseeing the day-to-day delivery of client operations, ensuring that service levels, quality metrics, and productivity targets are consistently achieved. This role serves as the operational anchor of the Client Delivery function—executing performance management, real-time issue resolution, team leadership, and frontline coordination.
The Operations Manager ensures that all operational activities are aligned with client expectations and organizational standards, while escalating risks and concerns to the Director of Client Delivery in a timely, structured manner. This role also drives continuous improvement, operational cadence, and leader development across the delivery teams.
ESSENTIAL FUNCTIONS AND BASIC DUTIES?
- Operational Leadership & Delivery Execution
- Lead day-to-day operations across multiple client accounts, ensuring all unique SLA, quality, and productivity targets are consistently achieved or exceeded.
- Manage Associate Managers, Team Leaders, and Healthcare Associates across different client programs to maintain operational alignment and high performance.
- Ensure strict adherence to operational standards, SOPs, and delivery methodologies across all clients.
- Performance Management & Governance
- Conduct daily huddles and weekly reviews for each client account, ensuring visibility on performance variances and action plans.
- Maintain accurate dashboards and reports reflecting client-specific performance.
- Implement performance recovery plans tailored to the needs and gaps of each client operation.
- Client Delivery Support & Escalation Handling
- Act as the first escalation point for operational issues and client concerns across all assigned programs.
- Acknowledge and respond to escalations within the same day, providing structured updates and ensuring timely closure.
- Perform root-cause analyses for client-specific issues and implement preventive measures.
- Workforce, Training & Cross-Functional Collaboration
- Work with Workforce Management to ensure correct staffing levels per client program based on volume forecasts, historical trends, and operational needs.
- Coordinate with Training to ensure teams are properly skilled and certified based on the requirements of each client.
- Collaborate with Site Operations, IT, HR/RA, and Facilities to support all client programs effectively.
- Leadership, Coaching & Culture
- Coach Associate Managers and Team Leaders overseeing different client teams to strengthen leadership capability, consistency, and accountability.
- Promote a culture of client focus, ownership, performance excellence, and continuous improvement.
- Drive alignment and execution discipline across all levels of the operations team
Healthcare Associate | | Strategic Office Support Incorporated
Position Title: Healthcare Associate
Department: Operations
Reports to: Team Leader
ROLE SUMMARY:
The Healthcare Associate represents the company in professional interactions with clients, patients, and referral sources. This role is responsible for lead generation, patient communication, order fulfillment, record maintenance, and coordination with internal departments to ensure accurate service delivery, compliance, and client satisfaction. The responsibilities may vary in alignment with the specific processes, expectations, and operational requirements of the client being supported.
ESSENTIAL FUNCTIONS AND BASIC DUTIES?
- Represent the Company in a professional and courteous manner in all job-related activities with clients, patients, and referrals.
- Initiate outbound calls to qualify new leads, follow up on previous inquiries, and re-engage existing customers to drive sales opportunities for HME/DME products.
- Identify and qualify leads by gathering key information about customer needs, budget, and timelines, using this data to prioritize and target sales efforts.
- Proactively reach out to healthcare providers, doctors' offices, and facilities to introduce and promote products or services, generating new business opportunities.
- Educate potential customers on available products, pricing, and benefits, highlighting features that meet their needs.
- Assist in generating referrals from satisfied customers and medical professionals, expanding the company’s customer base.
- Take inbound and outbound calls.
- Perform basic patient communication tasks including courtesy and confirmation of calls.
- Establish and maintain client records and update patient demographics on file as needed.
- Update patient demographics on file as needed.
- Report equipment hazards and/or product incidents as required in compliance with Company policy.
- Complete appropriate documentation of client interactions, including reports as needed to physicians with regard to patient clinical progress and compliance.
- Establish and maintain accurate and complete patient and benefit records.
- Maintain record keeping so that all information is accurate and complete; document updates to client information.
- Understand and execute all product flow and order fulfillment processes.
- Maintain current product knowledge in order to deliver equipment/services and to receive/process shipments accurately and efficiently.
- Assist in obtaining missing information required to complete patient records.
- Determine correct resolution to client complaints; take corrective action and monitor results.
- Intake information from referral sources, clients, and patients in a professional, knowledgeable, and courteous manner.
- Perform light word processing, bookkeeping, data entry, photocopying, filing or other office activities as needed.
- Prepare and secure Physician Orders or Letters of Medical Necessity (LMNs).
- Process and route patient information to the appropriate department or individual(s) in the Company.
- Reconcile and maintain patient schedules and sales orders.
- Communicate with the billing department to ensure proper billing to insurance companies, contracts, other third-party payers and patients for all products and services delivered; maintain accurate records.
- Review sales orders to ensure all necessary insurance requirements
- Execute job-related duties as assigned, with responsibilities subject to change depending on client requirements.
- Perform other duties as required
Reports Analyst | TBD | Strategic Office Support Incorporated
Position Title: Reports Analyst
Department: Workforce and Analytics
Reports to: Reports Analytics Supervisor
ROLE SUMMARY:
The Reports Analyst is responsible for analyzing and transforming workforce and operational data into accurate, timely, and meaningful reports. This role supports data-driven decision-making by ensuring the integrity of reports, identifying trends and anomalies, and delivering clear insights to internal stakeholders and clients while adhering to data privacy and security standards.
ESSENTIAL FUNCTIONS AND BASIC DUTIES
- Analyzing large datasets to extract meaningful insights and trends.
- Creating reports in a clear and understandable manner. (Attendance and Reliability reports, Scorecard, etc)
- Ensuring data accuracy and integrity by validating and cleansing data as needed.
- Developing customized reports based on specific client or organizational requirements.
- Identifying patterns, anomalies, and trends within data to inform decision-making.
- Interpreting complex data and providing actionable recommendations or conclusions.
- Managing and maintaining databases to ensure data availability and accuracy. \
- Communicating findings and insights to clients or stakeholders in a clear and understandable manner.
- Adhering to data privacy and security regulations when handling sensitive information.
- Maintaining documentation of data sources, methodologies, and report templates.
- Perform other duties as required.
Team Leader | TBD | Strategic Office Support Incorporated
Position Title: Team Leader
Department: Operations
Reports to: Cluster Manager
ROLE SUMMARY:
The Team Leader oversees daily team operations, motivates team members, and ensures performance standards are met. This role combines people leadership, process ownership, and client-focused execution to drive productivity, engagement, and continuous improvement across assigned accounts.
ESSENTIAL FUNCTIONS AND BASIC DUTIES?
- Set clear team goals and motivate team members
- Help to setup an inspiring team environment with an open communication culture
- Oversee daily operations, delegating tasks and setting deadlines
- Identify training needs and provide coaching
- Interact with team members to receive their feedback and help resolve any problems
- Supervise team performance and prepare reports on its metrics
- Encourage high performance, creativity, and risk-taking
- Improve team’s productivity
- Administer monthly scorecards to track associates’ KPI reliability
- Assist in coordinating PTO requests
- Check process updates and assist new team members with onboarding
- Develop and maintain team-building activities
- Latitude of work is not just for one role
- Handle associates with various roles
Admin Officer | TBD | Strategic Office Support Incorporated
Position Title: Admin Officer
Department: Human Resources - Occupational Safety and Health
Reports to: Ocuupational Health and safety Manager
ROLE SUMMARY:
The Admin Officer provides administrative support to the HR and site operations teams, ensuring smooth office operations, proper documentation, and coordination with vendors. This role supports workplace efficiency and compliance with company policies and safety standards.
ESSENTIAL FUNCTIONS AND BASIC DUTIES?
- Handle daily office administrative tasks and support site operations
- Manage office supplies, equipment, and inventory records
- Facilitate workspace setup for new hires and coordinate repairs or maintenance requests
- Support document filing, archiving, and retrieval following retention guidelines
- Coordinate with vendors for deliveries, services, and logistics
- Assist in preparing administrative reports and logs
- Support safety postings and compliance requirements as directed by the Admin Supervisor
- Perform other duties as assigned
Admin Supervisor | TBD | Strategic Office Support Incorporated
Position Title: Admin Supervisor
Department: Human Resources - Occupational Heath and Safety
Reports to: Occupational Health and Safety Manager
ROLE SUMMARY:
The Admin Supervisor oversees administrative operations and personnel, ensuring efficient workflow, compliance with policies, and coordination across departments and with external vendors. This role supports the organization by maintaining accurate records, facilitating communication, and promoting a safe and compliant workplace.
ESSENTIAL FUNCTIONS AND BASIC DUTIES?
- Supervise administrative operations and personnel
- Oversee document retention and ensure compliance with retention policies
- Coordinate with internal departments and external vendors
- Ensure safety and compliance support in coordination with OSH personnel
- Prepare and maintain administrative records, logs, and reports
- Ensure timely escalation and communication with management
- Perform other duties as assigned
Occupational Health And Safety Officer 2 (SO2) | TBD | Strategic Office Support Incorporated
Position Title: Occupational Health and Safety Officer II
Department: Human Resources - Occupational Health and Safety
Reports to: Occupational Health and Safety Manager
ROLE SUMMARY:
The Occupational Health and Safety Officer is responsible for developing, implementing, and monitoring workplace safety programs to ensure compliance with occupational safety and health regulations. This role focuses on hazard prevention, incident investigation, employee safety training, and continuous improvement of safety practices across the organization.
ESSENTIAL FUNCTIONS AND BASIC DUTIES?
- Develop, implement, and maintain safety policies, procedures, and programs in compliance with local occupational safety regulations
- Conduct regular safety audits, inspections, and risk assessments to identify and mitigate workplace hazards
- Ensure safety equipment is properly maintained and readily available
- Investigate workplace accidents, incidents, and near-misses; identify root causes and recommend preventive measures
- Prepare and submit incident reports and maintain accurate safety records
- Conduct safety training programs, including fire safety, emergency evacuation, and first aid
- Coordinate safety drills to ensure employee preparedness
- Ensure compliance with local and applicable international safety standards
- Collaborate with cross-functional teams to implement safety initiatives
- Perform other duties as assigned
Company Nurse | TBD | Strategic Office Support Incorporated
Position Title: Company Nurse
Department: Human Resources - Occupational Health and Safety
Reports to: Occupational Health and Safety Manager
ROLE SUMMARY:
The Company Nurse is responsible for providing on-site healthcare services, promoting employee health and safety, and supporting occupational health programs. This role ensures a healthy workplace environment and offers immediate medical assistance when required, particularly in a BPO or fast-paced work setting.
ESSENTIAL FUNCTIONS AND BASIC DUTIES?
- Provide on-site healthcare and first aid to employees
- Monitor and manage employee health programs and initiatives
- Assist in occupational health and safety compliance and wellness programs
- Maintain accurate health records and reports
- Respond to medical emergencies and coordinate with healthcare providers as needed
- Work graveyard shift as required by company operations
- Perform other duties as assigned
Cluster Manager | TBD | Strategic Office Support Incorporated
Position Title: Cluster Manager
Department: Operations
ROLE SUMMARY:
The Cluster Manager oversees a team of Team Leaders, each responsible for managing assigned client teams and associates.
ESSENTIAL FUNCTIONS AND BASIC DUTIES?
- Own the Associate Journey - Oversee the end-to-end development of associates, from transition to steady-state performance.
- Drive Operational Excellence - Implement and monitor standardized practices and client-specific processes to ensure consistent service delivery.
- Ensure Seamless Transitions – Lead the smooth handoff of business processes from Transition to steady-state Operations, ensuring all milestones are met.
- Client Partnership - Serve as the key liaison with Clients, communicating strategic goals to internal teams and ensuring client expectations are met or exceeded.
- Launch Oversight - Monitor and support project and client onboarding launches to ensure all operational components are fully executed.
- Post-Transition Optimization - Identify and drive process improvement initiatives following transition closure to further enhance efficiency and quality.
- Business Continuity - Safeguard operational stability and quality during and beyond the transition phase.
- Performance Management - Develop and implement performance improvement and recovery plans to support underperforming associates.
- Problem Solving - Proactively surface and resolve client-specific challenges to ensure program health.
- Account Growth - Support volume growth opportunities and the identification of new business lines within existing client accounts.
- Client Satisfaction - Contribute to client satisfaction and retention through value-added initiatives and continuous improvement.
- Client Health Reporting - Submit weekly updates on the status, progress, and challenges of assigned client accounts to the Operations Manager.
- Risk-Escalation - Promptly escalate risks and key issues to the Operations Manager and Account Manager/Client Success, as appropriate.
- Leadership Support - Perform other responsibilities as assigned by SOS Leadership
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Areas of Influence:
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Managing the flow of candidates from Recruitment to Academy
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Collaborating with the Transitions Team to ensure optimal associate placement
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Supporting associate integration into their new client environments
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Setting up success with clear KPIs, SOPs, daily guidance, and early performance expectations
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Investigating misplacements or early attrition and implementing corrective action plans
HR Generalist | TBD | Strategic Office Support Incorporated
Position Title: Human Resource Generalist
Department: Human Resources
Reports to: Senior Human Resource Manager
ROLE SUMMARY:
The HR Generalist provides comprehensive administrative and technical support to the Human Resources Department. This role ensures smooth coordination of HR activities, supports recruitment and onboarding processes, maintains accurate employee records, and assists in the effective implementation of HR programs and policies.
ESSENTIAL FUNCTIONS AND BASIC DUTIES?
- Provide administrative and technical support to the HR Department, ensuring proper coordination across all HR activities
- Support the administrative aspects of the hiring process, including employment contracts and new employee orientation
- Assist in pre-boarding and onboarding activities by coordinating with new hires, answering inquiries, and monitoring pre-employment requirements
- Conduct background investigations for newly hired employees
- Facilitate New Employee Orientation in the absence of the Talent Acquisition Supervisor
- Ensure new hires are fully prepared and compliant for deployment
- Supervise and maintain departmental documents and employee records
- Maintain and update the performance management tracker to ensure timely employee evaluations
- Review, update, and ensure accuracy of HR records, files, and forms
- Process and manage employee documentation requests
- Perform other duties as assigned
Compliance Officer | TBD | Strategic Office Support Incorporated
Position Title: Compliance Officer
Department: Operations
ROLE SUMMARY:
The Compliance Officer is responsible for ensuring that business operations adhere to client contractual requirements, internal policies, and management-driven standards. This role promotes a culture of compliance by monitoring adherence, conducting audits and trainings, and addressing non-compliance issues to minimize risk and ensure operational integrity.
ESSENTIAL FUNCTIONS AND BASIC DUTIES?
- Responsible for managing and reporting compliance for a business vertical for requirements arising out of: Client contracts and other management driven requirements through internal policies.
- The compliance officer ensures that all employees adhere to company policies and guidelines.
- Effectively communicates compliance policies and guidelines to management and relevant departments.
- Conduct awareness trainings on Information Security, Emergency procedures and basic compliance and ensure everyone understands their responsibilities.
- Analyze existing compliance policies and related documentation. If necessary, they recommend updates or modifications to keep them current and effective.
- Proactively audit processes, practices, and relevant documents help identify any gaps or non-compliance issues.
- When non-compliance incidents occur, the compliance officer investigates, addresses, and rectifies them
- Perform other duties as required.