Office Supervisor

Office Supervisor

The George J. Otlowski, Sr. Center for Mental Health Care is seeking a full-time Office Supervisor to oversee daily administrative and operational functions of the center's clerical staff.

Responsibilities:

• Plans, organizes, supervises, and coordinates the Center's front desk, Medical Unit, staff scheduling, registration, telephone, and all related clerical operations.
• Provides direct administrative supervision, coaching, training, work assignments, and performance oversight to front desk and designated clerical staff.
• Ensure that clients and visitors receive timely, respectful, culturally responsive, and confidential assistance from initial contact through check-out and follow-up.
• Establishes and maintains standardized workflows that support accurate scheduling, registration, insurance and demographic information, records routing, and communication across programs.
• Coordinates closely with clinical, psychiatric, case management, billing, quality assurance, security, and leadership staff to remove access barriers and resolve operational concerns.
• Monitors front desk performance data, staffing coverage, client concerns, workflow accuracy, and service delays, recommend or implement corrective action and process improvements.
• Protects client privacy and confidentiality and ensures adherence to the Center's policies, client rights, applicable federal and State requirements, and County procedures.
• Responds appropriately to urgent, disruptive, or unsafe situations by following established procedures and immediately obtaining clinical, supervisory, security, emergency medical, or law enforcement support as indicated.
• Performs other administrative or supervisory responsibilities related to the role as assigned by the Administrative Director.
• Actively supports the Center's organizational structure, mission, vision and values in meeting goals and
• Responds to clients' administrative needs and questions promptly and with compassion and understanding.
• Is a team player and has a cooperative and harmonious disposition with internal and external
• Able to effectively collaborate and communicate upward, downward and laterally to provide a seamless continuum of care and promote a harmonious work environment conducive to quality.
• Demonstrated ability to work respectfully with clients.

Summary of Duties:

• Oversee client check-in process for scheduled appointments and ensure that staff are verifying demographics, client identification, insurance information, and fee/balance due collection.
• Collaborate with billing staff to resolve balance and fee discrepancies.
• Oversee the safekeeping of client payments, review and approve cash sheets, and ensure proper bank deposit preparation and reporting procedures are being followed,
• Ensure that appointment cancelling and rescheduling is completed accurately and professionally.
• Assign staff to manage all incoming faxes and forward them to appropriate staff.
• Coordinate the answering of client calls and retrieval and routing of client voice messages.
• Process medical record requests or assign task as needed.
• Train new staff in all front desk operations.
• Conduct staff performance evaluations.
• Maintain front desk area policies and procedures.
• Approve/reject time off requests from staff.
• Participate in all required meetings and training courses.
• Ability to step in and cover all areas of responsivity in times of insufficient staff coverage.

Qualifications:

• High School Diploma or equivalent required.
• Bachelor's degree in Healthcare Administration, Business Administration, Management, or a related field, required.
• Minimum six (6) years of supervisory experience.
• Administrative experience in a medical office preferred.
• Demonstrated experience directing, assigning, training, and evaluating clerical or front desk staff and coordinating high-volume office operations.
• Experience in healthcare, behavioral health, human services, or public-sector setting is strongly preferred.
• Proficiency with electronic health records, scheduling and registration systems, telephone systems, email, word processing, spreadsheets, and other electronic or manual information systems used by the Center.
• Working knowledge of confidentiality, records management, customer service, office safety, and professional communication practices; behavioral health confidentiality experience is preferred.
• Ability to work respectfully and effectively with individuals experiencing mental health or substance use concerns, family members, staff, and community partners, including during emotionally charged interactions.
• Ability to read, write, speak, understand, and communicate in English sufficiently to perform the essential duties of the position. Bilingual ability, particularly Spanish, is preferred based on community needs.

The anticipated starting base pay for this position is:

• $62,000 - $68,000 per year, depending on experience and qualifications.