Office Manager

Office Manager
Reports To: Practice Owner/Clinical Director
Department: Operations

Employment Status: Full-Time 8:30-4:30 M-F

Mission Alignment

At EleMental Health, the Office Manager is more than an administrator—they are a steward of the patient experience. Every interaction should reflect our commitment to compassionate care, operational excellence, and the belief that healing begins with making patients feel welcomed, heard, and supported from their very first contact with our practice.

Position Summary

The Office Manager serves as the operational hub of the practice, ensuring exceptional patient experiences while maintaining efficient administrative, scheduling, and financial workflows. This individual oversees the daily front-office operations, coordinates patient care logistics, manages administrative staff, supports billing processes, and drives patient engagement from first inquiry through ongoing treatment. The ideal candidate is highly organized, detail-oriented, compassionate, technologically proficient, and capable of balancing outstanding customer service with strong operational accountability.

Primary Responsibilities
Patient Scheduling & Care Coordination

• Manage provider schedules to maximize efficiency and patient access.
• Schedule psychiatric evaluations, medication management appointments, therapy, Spravato treatments, ketamine consultations, treatment option consultations, and follow-up visits.
• Coordinate treatment room utilization and provider availability.
• Monitor cancellations, no-shows, and waitlists while proactively filling schedule gaps.
• Ensure appropriate appointment lengths and provider utilization.
• Verify referrals and required documentation prior to appointments.

New Patient Intake & Onboarding

• Respond promptly to all new patient inquiries.
• Conduct intake phone calls and explain services offered.
• Guide prospective patients through treatment options and scheduling.
• Collect demographic, insurance, and required intake information.
• Ensure all consent forms, questionnaires, and required documentation are completed before appointments.
• Coordinate insurance verification and prior authorization initiation when appropriate.
• Maintain organized electronic patient records.

Patient Communication

• Serve as the primary point of contact for patient questions.
• Maintain professional, compassionate communication by phone, email, text, and patient portal.
• Provide appointment reminders and follow-up communication.
• Address scheduling concerns and escalate clinical questions appropriately.
• Coordinate prescription refill requests according to clinic policy.
• Communicate financial responsibilities and payment expectations clearly.

Lead Management & Patient Conversion

• Respond quickly to new patient inquiries from website, referrals, advertising, and phone calls.
• Educate prospective patients about available services.
• Track leads through the patient journey.
• Convert inquiries into scheduled consultations.
• Follow up with prospective patients who have not scheduled.
• Monitor conversion rates and identify opportunities to improve patient acquisition.

Billing & Financial Administration

• Verify insurance eligibility and benefits.
• Collect co-pays, deductibles, balances, and self-pay fees.
• Ensure accurate demographic and insurance information.
• Assist with prior authorizations and reauthorizations.
• Monitor outstanding patient balances.
• Coordinate with billing vendors regarding claim issues.
• Review rejected claims and facilitate corrections.
• Reconcile daily payments and deposits.
• Assist with financial reporting and revenue tracking.

Administrative Operations

• Supervise front desk operations.
• Develop and maintain office workflows.
• Maintain office supplies and equipment.
• Coordinate vendor relationships.
• Ensure proper document management.
• Assist with policy implementation.
• Maintain HIPAA compliance throughout administrative processes.
• Prepare reports requested by leadership.

Staff Leadership

• Train and mentor front office personnel.
• Create staff schedules.
• Monitor performance expectations.
• Conduct routine workflow audits.
• Assist with hiring and onboarding administrative employees.
• Foster a positive, patient-centered culture.

Quality Improvement

• Identify workflow inefficiencies.
• Develop improved scheduling processes.
• Monitor patient satisfaction.
• Track operational metrics including:
  • New patient conversion
  • Appointment utilization
  • No-show rate
  • Cancellation rate
  • Collections
  • Accounts receivable
  • Prior authorization turnaround time
• Recommend operational improvements.

Required Qualifications

• Associate’s or Bachelor’s degree preferred in Healthcare Administration, Business Administration, or related field.
• Minimum 3 years of medical office management experience.
• Experience with behavioral health or psychiatry preferred.
• Knowledge of insurance verification and prior authorizations.
• Understanding of medical billing workflows.
• Strong computer skills including EHR and scheduling software.
• Excellent written and verbal communication.
• Ability to manage multiple priorities simultaneously.

Preferred Experience

• Interventional psychiatry
• Spravato REMS workflows
• Prior authorizations
• Insurance billing
• Revenue cycle management
• Tebra or similar EHR systems
• CRM or patient lead management systems

Key Competencies

• Organization
• Leadership
• Customer service
• Professional communication
• Problem solving
• Time management
• Financial accountability
• Attention to detail
• Emotional intelligence
• Adaptability
• Initiative
• Team collaboration

Performance Indicators

The Office Manager will be evaluated based on:

• New patient conversion rate
• Schedule utilization
• No-show reduction
• Patient satisfaction scores
• Timeliness of patient communication
• Accuracy of scheduling
• Prior authorization turnaround time
• Billing accuracy
• Collection rate
• Administrative workflow efficiency
• Team leadership and staff development
• Compliance with clinic policies and HIPAA standards

Mission Alignment

At EleMental Health, the Office Manager is more than an administrator—they are a steward of the patient experience. Every interaction should reflect our commitment to compassionate care, operational excellence, and the belief that healing begins with making patients feel welcomed, heard, and supported from their very first contact with our practice.