The Office Manager/Receptionist manages daily front-desk and administrative operations for the outpatient behavioral health clinic. This role primarily supports cases after intake is completed and while the case is active by coordinating scheduling and registration support, ongoing insurance maintenance and authorization, office systems, workflow coordination, and escalation of barriers affecting access, service quality, or compliance. The Office Manager/Receptionist also supports accurate records, front-end billing tasks, a clean and welcoming environment, confidentiality, and a positive experience for patients, families, staff, and visitors. Essential Duties and Responsibilities
- Manage daily front-desk and administrative operations for active cases after intake, including phone coverage, reception, scheduling, registration support, records, and office coordination.
- Greet patients, visitors, vendors, and callers professionally and courteously.
- Answer, screen, and route calls; take accurate messages and direct inquiries appropriately.
- Schedule, confirm, reschedule, and cancel appointments according to clinic procedures.
- Update patient demographic and contact information in the electronic health record or practice management system.
- Provide routine information about office hours, location, forms, and administrative procedures.
- Collect copayments or other payments, issue receipts, and follow cash-handling procedures, as applicable.
- Maintain ongoing insurance verification, authorization tracking, and related administrative workflows for active cases; escalate barriers affecting access, service quality, or compliance.
- Prepare, scan, file, route, and maintain documents, forms, logs, and records in accordance with clinic procedures and confidentiality standards.
- Support compliance with HIPAA, privacy, documentation, and administrative requirements.
- Coordinate communication among clinicians, patients, administrative staff, and outside parties.
- Monitor office supplies, place orders, coordinate vendors, and report facility or equipment issues.
- Keep the reception area and office clean, organized, safe, and welcoming.
- Track routine administrative issues, scheduling patterns, and office needs; report concerns and recommendations to the Clinical Director.
- Support audits, inspections, and quality improvement activities related to administrative operations.
- Respond to patient concerns professionally and help resolve routine administrative issues.
- Perform other administrative and operational duties as assigned.
Qualifications
- High school diploma or equivalent required; associate’s or bachelor’s degree or related coursework preferred.
- At least 2 years of administrative, receptionist, customer service, or medical office experience preferred; healthcare or behavioral health experience strongly preferred.
- Knowledge of outpatient clinic workflows, scheduling, registration, check-in/check-out, and front-desk customer service.
- Familiarity with HIPAA, confidentiality, and healthcare administrative standards.
- Experience with electronic health records, scheduling or practice management systems, multi- line phones, Microsoft Office, and standard office technology.
- Experience with insurance verification, authorization tracking, payment collection, or front-end revenue cycle tasks preferred.
- Bilingual skills preferred based on clinic needs.
Knowledge, Skills, and Abilities
- Excellent customer service, interpersonal, telephone, and written communication skills.
- Strong organization, attention to detail, and accuracy in data entry and recordkeeping.
- Ability to manage multiple priorities in a fast-paced clinical environment.
- Professional judgment, discretion, and respect for confidential information.
- Sound problem-solving skills and ability to escalate non-routine issues appropriately.
- Ability to work collaboratively with clinical and administrative staff.
- Commitment to culturally responsive, respectful, patient-centered service.
Work Environment and Physical Requirements This position works primarily in an outpatient clinic environment and routinely uses standard office equipment. The role may require prolonged periods of sitting, standing, walking, talking, hearing, and working at a computer. Occasional lifting of office supplies or files may be required. This job description is intended to describe the general nature and level of work being performed and is not an exhaustive list of all duties, responsibilities, or qualifications. Duties may be changed or assigned at any time based on organizational needs. We are an equal opportunity employer and value a diverse, inclusive, and respectful workplace.