Office Manager

Office ManagerThe 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 PMResponsibilities:Reception & Front Desk ManagementManage the reception area to ensure effective communications both internally and externally while maintaining a professional imageLead the coordination and management of daily/weekly task assignments for all Front Desk ReceptionistsProvide ongoing training and guidance to Front Desk Receptionists in their duties and responsibilitiesSupervise front desk staff, ensuring smooth coordination with clinical and administrative teamsAssist with crisis intervention as neededMaintain room assignments and ensure rooms/supplies are prepared for newly hired staffObtain completed forms or letters from the Psychiatrist/Psychiatric Nurse Practitioner as requiredOperational Oversight & Workflow ManagementResponsible 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 needsSupervise maintenance and alteration of office areas and equipment, including layout and housekeepingUtilize resources to report and track maintenance/facility requestsMonitor the MetroCard distribution and reconciliation processInitiate purchase requests for office supplies, furniture, and equipment for the entire program locationSupervise the maintenance of office equipment (PCs, printers, scanners, fax machines, etc.)Assist with using Video Telehealth Technology or video meeting platformsManage the dissemination of program reports and execution of reporting follow-up assignmentsCoordinate with other teams to ensure smooth and efficient communication flowAbility to support cross-department collaboration and communicationAccountability for timely resolution of operational escalationsAbility to analyze operational trends and support workflow improvement initiativesOperational ComplianceEnsure 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 MetricsMonitor and report key operational metrics, including:Client wait timesFront desk productivityNo-show trends/ Provider scheduling and supportReception quality audits: Develop action plans to improve operational performance.Incident & Risk ManagementRespond to operational incidents and facility emergencies.Complete incident documentation and coordinate follow-up with leadership.Participate in emergency preparedness planning and drills.Vendor & Building CoordinationServe as the primary liaison with:Building managementCleaning vendorsSecurity vendorsEquipment vendorsFacilities/Maintenance contractorsBudget ResponsibilitiesAssist with departmental budget planning.Monitor office supply expenses.Ensure cost-effective purchasing practices.Technology SupportCoordinate onboarding and offboarding of office equipment and workspace setup.Partner with IT regarding workstation setup, equipment issues, and technology deployments.Employee OnboardingCoordinate onboarding of Front Desk Receptionists, including workspace preparation, access requests, and orientation.Ensure new staff complete required operational training.Quality ImprovementParticipate in quality improvement initiatives.Identify workflow inefficiencies and recommend operational improvements.Support implementation of new organizational initiatives and process changes.Customer ExperienceMonitor and promote exceptional client experience at all points of entry.Address client concerns and service recovery when necessary.Team Leadership & DevelopmentRegularly conduct team huddles and staff meetingsConduct performance appraisals and evaluations to assess employee engagement and expectationsOversight of daily staffing coverage and attendance escalationsConduct staff write-ups and performance documentation in line with organizational policiesMonitoring frontline professionalism and client experience standardsFoster a culture of continuous improvement, professional development, and staff accountabilityServe as a mentor and trusted leader supporting team development and performanceProfessionalism & Organizational ValuesDemonstrate high emotional intelligence and foster empathetic, respectful communicationExhibit professionalism and integrity in handling sensitive mental health informationAnticipate and address communication or workflow barriers with innovative strategiesProactively identify operational challenges and develop client-centered solutionsDemonstrated ability to manage resistance to change and support operational transitionsModel resilience and adaptability in a fast-paced healthcare environmentAbility to manage multiple competing priorities with minimal supervisionMaintains a high sense of urgency, accountability, and follow-throughCommit to ongoing professional development aligned with NYPCC's standardsReporting & CommunicationMeet regularly with the Program Administrator to discuss program operationsReport directly to the Senior Manager, Call Center & Bronx Support Services with updates on operations, challenges, and team performanceEffectively coordinate special events, employee wellness, and engagement activitiesMiscellaneousPerform other duties as assigned by Supervisor and LeadershipQualificationsHigh School Diploma or equivalentAt least 5+ years of experience in an Office Management positionPreference for experience in behavioral health, outpatient clinics, or high-volume healthcare environmentsAble to effectively and professionally communicate in Spanish (both verbally and written)Strong escalation management and problem-resolution skillsDemonstrated experience in team management and mentoringExceptional leadership and management skillsExcellent communication and organizational skillsOutstanding customer service skillsEffective decision-making skillsPossesses great written and verbal communication skills and organizational skillsHighly Proficient in Microsoft Office, including Outlook, Word, Excel, and PowerPointMaintains a positive attitude and is friendly, upbeat, and has a great "can do" personalityAble to work well in a fast-paced environmentPassionate about NYPCC's mission and valuesAdditional InformationSalary: $80,000 - $90,000 per yearCompensation 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.