Office Manager

TITLE: Office Manager

RESPONSIBLE TO: Regional Manager

WORK AREA: Enter Assigned Site

SUMMARY: The Office Manager plays a critical role in ensuring smooth, efficient clinic operations while creating a supportive and welcoming environment for clients and staff. Under the supervision of Regional Leadership and the Head of Office Operations, this role oversees front office workflows, scheduling, client communication and management, documentation, insurance verification, and office administration. 

The Office Manager supports staff, maintains accurate and compliant records, facilitates onboarding and training, and partners with Billing, Operations, and Regional Leadership to ensure the clinic meets performance, customer service, and operational expectations. This position is essential to delivering high-quality, seamless client experience from check-in to check-out. 

DUTIES AND RESPONSIBILITIES

Administrative Duties 

• Maintain day-to-day administrative functions including scheduling, phone coverage, records management, and data accuracy. 
• Coordinate appointments for clients, therapists, and clinical providers. 
• Maintain accurate, confidential client records in compliance with legal, ethical, and regulatory standards. 
• Implement and improve office workflows to enhance efficiency and productivity. 
• Partner with Regional Leadership and Office Operations to identify operational improvements and update processes. 
• Oversee designated client tracking logs to ensure accuracy and timely follow-up.
• Responsible for maintaining assigned Office Manager KPIs. KPIs are reviewed monthly and included in performance evaluations.

Staff Duties 

• Provide daily support to clinical and administrative staff, contributing to a positive, collaborative work environment. 
• Facilitate staff training and skill development under the direction of Operations and Regional Leadership. 
• Assist with recruiting, onboarding, and training new Office Managers identified, if directed by Regional Leadership. 

Billing Duties 

• Monitor and support clinic budget expectations in collaboration with Accounting and Operations. 
• Assist Billing with invoices, insurance claims, billing corrections, and account reconciliation. 
• Audit billing, insurance verifications, and client accounts in the EHR (CareLogic). 
• Ensure timely collection of payment for client services.

Customer Experience 

• Greet clients warmly and assist them throughout their visit to ensure comfort and support. 
• Address patient inquiries, schedule sessions, and maintain efficient check-in and check-out processes. 
• Respond to patient concerns and complaints with professionalism and timeliness. 
• Support client documentation needs, including processing new client forms—prioritizing consent forms—and upload scanned documents into the electronic filing system.
• Maintain on-going client support with local facilities referring clients to PATH, and vise-versa. 

Compliance Oversight 

• Maintain strict compliance with healthcare laws, regulations, HIPAA standards, and internal policies. 
• Stay informed of regulatory changes and adjust office procedures as needed. 
• The Office Manager will act as the Office Safety Manager. They are responsible for ensuring the clinic meets documentation, safety, and confidentiality requirements, including completing required drills and emergency procedures, maintaining records, and remaining audit-ready.
• CPR certification is required, PATH will pay for certification that must be obtained within designed time of employment. 

Facility Management 

• Maintain organized inventory of office and medical supplies; place orders as needed. 
• Ensure the clinic environment remains clean, organized, and supportive of staff and client well-being. 
• Report and coordinate facility maintenance needs with Regional Leadership and appropriate department. 

Technology Updates 

• Collaborate with IT support to troubleshoot and maintain office equipment, technology systems, and software. 
• Assist staff with basic EHR and office technology issues.

QUALIFICATIONS:

Education:

• Preferred: Bachelor's degree in Healthcare Administration, Business Management, or a related field.
• Required: High school diploma with experience as noted below.

Certification:

• Must hold active CPR certification

Experience/Skills:

• Proven experience in office management, preferably in a healthcare or mental health setting. 
• Strong understanding of healthcare regulations, compliance, and patient confidentiality.
• Excellent organizational and time management skills, with the ability to multitask effectively.
• Compassionate and empathetic approach when dealing with patients and staff.
• Proficiency in using office software (e.g., Microsoft Office Suite) and knowledge of electronic medical record (EMR) systems.
• Outstanding communication and interpersonal abilities.
• Demonstrated leadership skills and the ability to work collaboratively with a diverse team.

Physical Effort:

• Requires working under stressful conditions or with interruptions.
• Requires sitting, viewing computer monitors and keyboarding.
• Must be able to lift 25 pounds

Background:

Must pass all federal and state background checks. Educational and work history will be confirmed in compliance with company policies. Required to pass all pre-employment testing.