Supervising Office Manager

KEY ESSENTIAL FUNCTIONS

• 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.
• Schedule and rebook client appointments at check-out and ensure adequate room and coverage for scheduled intakes, evaluations, and follow-ups.
• Partner with the Central Reception Unit (CRU) central schedulers on scheduling client appointments.
• Facilitate review of provider schedules ensuring accuracy in location and blocked out times.
• 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, and note completion) and partner with clinic leadership and the Data Support team to act on the data.
• Cook up appointment reminders, no-show follow-up, and waitlist backfill at the clinic level in partnership with CRU.
• Partner with the Registration unit on ensuring communication, scheduling upon, and data capture upon client registration.
• Support timely resolution of expired or lapsed insurance so it does not disrupt scheduled care or billing.
• 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 the central support teams, including CRU (inbound call center, central schedulers, and Virtual Clinic), Central Assignment Team, and Registration team.
• 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.
• 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.
• Ensure adherence to local, state, and federal regulations, including mental health-specific standards.
• Aid 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.
• Communicate and liaise with Client Engagement Specialist, clients, vendors, and external partners.
• Facilitate internal communication and support a collaborative team environment.
• Address client concerns and escalating issues as needed.
• 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 the 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