Position Summary
The Office Manager is responsible for supporting and overseeing the day-to-day administrative and front-office operations of the Multicultural Counseling Center. This position serves as a key point of contact for clients, staff, providers, and outside organizations and is responsible for ensuring that the practice operates in an organized, professional, welcoming, and efficient manner.
The Office Manager will oversee the scheduling department, support client intake and insurance verification, maintain the organization and appearance of the office, coordinate office and room schedules, and assist the Director of Operations with maintaining effective administrative processes.
The ideal candidate is highly organized, dependable, professional, culturally responsive, and comfortable working in a fast-paced behavioral environment.
Essential Responsibilities
1. Front Office & Client Experience
- Serve as a professional and welcoming presence for clients, families, staff, and visitors.
- Answer incoming telephone calls and assist with phone coverage as needed.
- Respond to general client questions and direct clients to the appropriate department or staff member.
- Assist clients with check-in and other front-desk processes.
- Ensure clients receive a welcoming, respectful, and culturally responsive experience.
- Assist with resolving routine client concerns and escalate issues to the appropriate leadership when necessary.
- Maintain confidentiality and follow HIPAA and organizational policies at all times.
2. Client Intake & Walk-In Services
- Complete administrative intake processes for walk-in clients.
- Collect and verify demographic, contact, insurance, and other required information.
- Ensure required intake documentation is completed accurately and timely.
- Create and maintain accurate client records within the electronic health record system.
- Coordinate with the scheduling and clinical teams to facilitate timely client placement and appointments.
- Follow up on incomplete intake information or documentation.
- Ensure client records are organized and maintained according to organizational procedures and HIPAA requirements.
3. Insurance Verification
- Complete insurance eligibility and benefits verification for new and existing clients.
- Verify coverage, benefits, copays, deductibles, authorization requirements, and other applicable insurance information.
- Document insurance verification accurately in the electronic health record.
- Identify insurance issues that may affect scheduling or access to services.
- Communicate with insurance-related concerns to the appropriate staff or leadership.
- Assist with authorization-related administrative processes when needed.
- Maintain accurate documentation of insurance and authorization information.
4. Scheduling Department Oversight
The Office Manager will provide day-to-day oversight of the scheduling department.
Responsibilities include:
- Oversee scheduling workflows and ensure appointments are scheduled accurately and efficiently.
- Monitor the scheduling team's performance and workflow.
- Ensure clients are scheduled with the appropriate provider and service.
- Assist scheduling staff with difficult or complex scheduling situations.
- Monitor cancellations, reschedules, waitlists, and appointment availability.
- Identify scheduling gaps and opportunities to improve client access.
- Coordinate provider schedules, availability, and room requirements.
- Ensure scheduling staff follow established policies and procedures.
- Assist with training and onboarding scheduling staff.
- Provide coaching and guidance to scheduling staff as appropriate.
- Escalate performance, staffing, or operational concerns to the Director of Operations.
- Work with clinical and administrative leadership to improve scheduling processes.
5. Office & Space Management
- Maintain a clean, organized, professional, and welcoming office environment.
- Monitor common areas, reception areas, waiting rooms, offices, and shared spaces.
- Coordinate office and room schedules to maximize space utilization.
- Maintain an accurate schedule for therapy rooms, meeting spaces, and shared office areas.
- Identify office maintenance, supply, furniture, or facility needs and communicate them to the Director of Operations.
- Monitor office supplies and assist with maintaining appropriate inventory levels.
- Coordinate basic office organization and operational needs.
- Help ensure the office is prepared for staff meetings, trainings, community events, and other activities.
- Assist with audits, inspections, renewals, and other operational requirements as needed.
6. Administrative Operations
- Maintain accurate administrative records, spreadsheets, trackers, and reports.
- Monitor and improve front-office workflows.
- Assist with maintaining standard operating procedures and administrative processes.
- Coordinate communication between the front office, scheduling department, clinical staff, and leadership.
- Assist with internal and external records requests in accordance with HIPAA requirements.
- Assist with mail, document processing, and administrative correspondence as needed.
- Assist with meetings, staff activities, outreach events, and other organizational activities.
- Support the Director of Operations with special projects and operational initiatives.
7. Staff Support & Leadership
- Serve as a resource for front-office and scheduling staff.
- Help establish clear expectations and consistent workflows.
- Assist with training new administrative and scheduling employees.
- Monitor workflow and identify areas where additional training or support is needed.
- Encourage professionalism, accountability, teamwork, and excellent customer service.
- Communicate operational concerns to the Director of Operations.
- Assist leadership in implementing new procedures and improving existing processes.
Qualifications
Required
- High school diploma or equivalent.
- At least 2 years of administrative, healthcare, behavioral health or related experience.
- At least 2 years of Customer Service Supervisory
- Strong organizational and communication skills.
- Excellent customer service skills.
- Ability to manage multiple responsibilities and priorities.
- Strong computer and electronic health record skills.
- Ability to maintain confidentiality and follow HIPAA requirements.
- Ability to work independently while also functioning effectively as part of a team.
- Professional and respectful communication with clients, families, providers, and staff.
- Ability to work Monday–Friday, 9:00 AM–6:00 PM, in person (1 hr. lunch)
Preferred
- Experience working in a behavioral health, mental health, medical, or healthcare setting.
- Experience with insurance verification and/or prior authorizations.
- Experience scheduling or supervising a scheduling/front-office team.
- Familiarity with Tebra or another electronic health record system.
- Experience with Medicaid and other health insurance programs.
- Previous office management or supervisory experience.
- Bilingual English/Spanish.
- Experience working with culturally diverse populations.
Pay: $22.00 - $24.00 per hour
Expected hours: 40.0 per week
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
Work Location: In person
