Supervising Office Manager

About the Role

The Office Manager supports the program by ensuring the administrative team carries out tasks that keep the clinic running smoothly and enables the delivery of quality services to clients and families.

Responsibilities

• Administrative Oversight
  • Manage daily front-office operations including scheduling, reception, and clerical support.
  • Maintain organized filing systems for client and staff records, billing, and compliance documentation.
  • Ensure HIPAA compliance and confidentiality in all administrative processes.
• Scheduling and Access to Care
  • Facilitate and schedule client appointments, including booking, rebooking, and ensuring adequate room and coverage for intakes, evaluations, and follow-ups.
  • Partner with the Central Reception Unit (CRU) central schedulers on scheduling client appointments.
  • Facilitate review of provider schedules to ensure accuracy in location and blocked-out times.
• Documentation and Performance Support
  • Support timely completion of clinical documentation by running and distributing missing-note and treatment-plan-due reports, and following up with providers and supervisors.
  • Monitor the clinic against core operational metrics (e.g., treatment plan timeliness, note completion) and partner with clinic leadership and the Data Support team to act on the data.
  • Coordinate appointment reminders, no-show follow-up, and waitlist backfill at the clinic level in partnership with CRU.
• Registration and Insurance
  • Partner with the Registration unit to ensure communication, scheduling, and data capture upon client registration.
  • Support timely resolution of expired or lapsed insurance to prevent disruptions to scheduled care or billing.
• Staff Coordination
  • Supervise Client Engagement Specialist and Porter, and coordinate services with other departments, such as fiscal and the Centralized Intake and Discharge program.
  • Coordinate staff schedules, time-off requests, and coverage to ensure smooth clinic operations.
  • Support onboarding and training of new administrative employees.
  • Maintain updated staff emergency contact information and training certificates.
  • Serve as the local point of contact for central support teams, including CRU, Central Assignment Team, and Registration team.
• Financial and Billing Management
  • Oversee billing processes, insurance claims, and patient payments.
  • Monitor clinic budgets, expenses, and financial reporting.
  • Collaborate with billing specialists to resolve claim denials, expired insurances, and payment issues.
  • Oversee front-desk collection of co-pays and client payments, and maintain cash-handling and reconciliation controls.
• Facility and Resource Management
  • Ensure the clinic environment is clean, safe, and well-stocked with necessary supplies.
  • Coordinate maintenance and repairs with vendors and building management.
  • Manage inventory of office and clinical supplies.
• Compliance and Quality Assurance
  • Ensure adherence to local, state, and federal regulations, including mental health-specific standards.
  • Assist with audits, accreditation processes, and quality improvement initiatives.
  • Maintain up-to-date policies and procedures manuals.
  • Support a safe waiting-room and front-office environment for clients who may be in distress, including basic de-escalation awareness and clear emergency and crisis procedures for administrative staff.
  • Ensure incidents are documented and reported in accordance with agency policy and applicable oversight requirements, including NYS Justice Center reporting where required.
  • Support compliance with behavioral-health-specific standards.
• Communication and Liaison
  • Serve as a point of contact between Client Engagement Specialist, clients, vendors, and external partners.
  • Facilitate internal communication and support a collaborative team environment.
  • Address client concerns and escalate issues as needed.
• Technology and Systems Management
  • Oversee the use and maintenance of electronic health record (EHR) systems.
  • Troubleshoot basic IT issues and coordinate with tech support when necessary.
  • Provide staff with training on software and system updates.
  • Serve as the clinic superuser for the Netsmart myAvatar EHR and any supporting operational tools, and coordinate workarounds and issues with central teams and IT.

Core Competencies

• Strong attention to detail and record-keeping
• Team player who functions well in a multi-disciplinary team environment
• Reliability and discretion
• Adaptability
• Communication, negotiation, and relationship-building skills
• Organizational skills
• Time management
• Problem-solving skills
• Initiative
• Customer service orientation
• Composure under pressure in a behavioral health setting

Requirements

• High School Diploma plus 6 years of relevant work experience OR Bachelor’s degree plus 3 years of relevant work experience.
• Previous experience with medical billing and electronic case record keeping.
• Strong computer skills (Word, Excel, databases, etc.).
• Aptitude with numbers.
• Previous administrative experience in a healthcare or behavioral health setting strongly preferred.
• Bilingual English/Spanish preferred.

Skills

• Working knowledge of Microsoft Office.
• Ability to learn electronic health records and other software as required.
• Able to read/input data and documents, including spreadsheets, reports, and Electronic Health Records in printed form and on computer screens.
• Able to input data into the Electronic Health Record.