Office Manager

Office Manager

The Office Manager provides direct supervision of competent support services including but not limited to all external and internal facility operational processes and systems. Oversee all Front Desk Receptionists, Maintenance Team, and Security Personnel.

SCHEDULE: Monday - Friday 9:00 AM - 6:00 PM

Responsibilities:

Reception & Front Desk Management

• Manage the reception area to ensure effective communications both internally and externally while maintaining a professional image
• Lead the coordination and management of daily/weekly task assignments for all Front Desk Receptionists
• Provide ongoing training and guidance to Front Desk Receptionists in their duties and responsibilities
• Supervise front desk staff, ensuring smooth coordination with clinical and administrative teams
• Assist with crisis intervention as needed
• Maintain room assignments and ensure rooms/supplies are prepared for newly hired staff
• Obtain completed forms or letters from the Psychiatrist/Psychiatric Nurse Practitioner as required

Operational Oversight & Workflow Management

• Responsible for quality assurance of office operations and frontline workflow processes (including EHR check-in/out and walk-in referrals)
• Initiate and follow up on service requests for all facility maintenance and equipment needs
• Supervise maintenance and alteration of office areas and equipment, including layout and housekeeping
• Utilize resources to report and track maintenance/facility requests
• Monitor the MetroCard distribution and reconciliation process
• Initiate purchase requests for office supplies, furniture, and equipment for the entire program location
• Supervise the maintenance of office equipment (PCs, printers, scanners, fax machines, etc.)
• Assist with using Video Telehealth Technology or video meeting platforms
• Manage the dissemination of program reports and execution of reporting follow-up assignments
• Coordinate with other teams to ensure smooth and efficient communication flow
• Ability to support cross-department collaboration and communication
• Accountability for timely resolution of operational escalations
• Ability to analyze operational trends and support workflow improvement initiatives

Operational Compliance

• Ensure compliance with NYS DOH, OMH, Joint Commission, HIPAA, OSHA, and organizational policies as applicable.
• Monitor adherence to front desk workflows, documentation standards, and regulatory requirements.

Performance Metrics

• Monitor and report key operational metrics, including:
• Client wait times
• Front desk productivity
• No-show trends/ Provider scheduling and support
• Reception quality audits: Develop action plans to improve operational performance.

Incident & Risk Management

• Respond to operational incidents and facility emergencies.
• Complete incident documentation and coordinate follow-up with leadership.
• Participate in emergency preparedness planning and drills.

Vendor & Building Coordination

• Serve as the primary liaison with:
• Building management
• Cleaning vendors
• Security vendors
• Equipment vendors
• Facilities/Maintenance contractors

Budget Responsibilities

• Assist with departmental budget planning.
• Monitor office supply expenses.
• Ensure cost-effective purchasing practices.

Technology Support

• Coordinate onboarding and offboarding of office equipment and workspace setup.
• Partner with IT regarding workstation setup, equipment issues, and technology deployments.

Employee Onboarding

• Coordinate onboarding of Front Desk Receptionists, including workspace preparation, access requests, and orientation.
• Ensure new staff complete required operational training.

Quality Improvement

• Participate in quality improvement initiatives.
• Identify workflow inefficiencies and recommend operational improvements.
• Support implementation of new organizational initiatives and process changes.

Customer Experience

• Monitor and promote exceptional client experience at all points of entry.
• Address client concerns and service recovery when necessary.

Team Leadership & Development

• Regularly conduct team huddles and staff meetings
• Conduct performance appraisals and evaluations to assess employee engagement and expectations
• Oversight of daily staffing coverage and attendance escalations
• Conduct staff write-ups and performance documentation in line with organizational policies
• Monitoring frontline professionalism and client experience standards
• Foster a culture of continuous improvement, professional development, and staff accountability
• Serve as a mentor and trusted leader supporting team development and performance

Professionalism & Organizational Values

• Demonstrate high emotional intelligence and foster empathetic, respectful communication
• Exhibit professionalism and integrity in handling sensitive mental health information
• Anticipate and address communication or workflow barriers with innovative strategies
• Proactively identify operational challenges and develop client-centered solutions
• Demonstrated ability to manage resistance to change and support operational transitions
• Model resilience and adaptability in a fast-paced healthcare environment
• Ability to manage multiple competing priorities with minimal supervision
• Maintains a high sense of urgency, accountability, and follow-through
• Commit to ongoing professional development aligned with NYPCC's standards

Reporting & Communication

• Meet regularly with the Program Administrator to discuss program operations
• Report directly to the Senior Manager, Call Center & Bronx Support Services with updates on operations, challenges, and team performance
• Effectively coordinate special events, employee wellness, and engagement activities

Miscellaneous

• Perform other duties as assigned by Supervisor and Leadership

Qualifications

• High School Diploma or equivalent
• At least 5+ years of experience in an Office Management position
• Preference for experience in behavioral health, outpatient clinics, or high-volume healthcare environments
• Able to effectively and professionally communicate in Spanish (both verbally and written)
• Strong escalation management and problem-resolution skills
• Demonstrated experience in team management and mentoring
• Exceptional leadership and management skills
• Excellent communication and organizational skills
• Outstanding customer service skills
• Effective decision-making skills
• Possesses great written and verbal communication skills and organizational skills
• Highly Proficient in Microsoft Office, including Outlook, Word, Excel, and PowerPoint
• Maintains a positive attitude and is friendly, upbeat, and has a great "can do" personality
• Able to work well in a fast-paced environment
• Passionate about NYPCC's mission and values

Additional Information

Salary: $80,000 - $90,000 per year

Compensation commensurate with experience and qualifications.

All your information will be kept confidential according to EEO guidelines.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

New York Psychotherapy and Counseling Center