Outpatient Office Manager - Mental Health

SERV, a well-established leader in behavioral healthcare in New Jersey, supports people with mental illness and/or intellectual/developmental disabilities as they achieve greater independence and life satisfaction through a wide range of services.

JOB SUMMARY: 

Reporting to the Senior Vice President of Access to Care, the Outpatient Office Manager oversees the front office staff of the SERV Centers of New Jersey outpatient program.   The Office Manager ensures the efficient flow of its daily operations and provides day to day supervision to a team of Receptionists.   The Office Manager is responsible for client scheduling, eligibility verification, payroll, purchasing, petty cash, and the processing of billing and collection information. 

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Provides day-to-day supervision of front office staff
• Manages staff scheduling and attendance;  approves time off requests and time sheets;   ensures time and attendance data is complete and accurate for timely payroll processing.
• Manage personnel responsibilities including onboarding and training of new hires;  completes required documentation including personnel action notices.
• Assists with recruiting;  interviews and recommends candidates for hire.
• Attends and participates in management meetings as assigned.
• Participates in posting positions, recruiting, interviewing and hiring candidates for the receptionist position(s).
• Covers shifts during absences of subordinate staff.

• Respond promptly and courteously to all incoming calls.
• Address inquiries, provide information, and direct calls to the appropriate staff members.
• Handle high call volumes efficiently while maintaining a calm and helpful attitude.
• Document and relay messages accurately and promptly.

• Welcome clients and visitors with a warm and friendly demeanor.
• Ensure clients feel comfortable and valued upon arrival.
• Assist clients with check-in procedures and provide necessary forms or information.
• Manage the waiting area to maintain a clean, organized, and inviting space.

• Perform various administrative duties including faxing, emailing, copying, and filing.
• Prepare and distribute correspondence, reports, and other documents as needed.
• Maintain electronic and paper filing systems to ensure easy retrieval of information.
• Assist with data entry and recordkeeping to support office operations.

• Coordinate and schedule appointments for clients with clinicians.
• Ensure efficient and accurate calendar management, minimizing scheduling conflicts.
• Send appointment reminders and follow-up communications to clients.
• Update and manage client records in the scheduling system.

• Verify client insurance benefits and eligibility.
• Provide necessary information regarding coverage, copays, and deductibles to both clients and clinicians.
• Assist clients with understanding their insurance benefits and addressing any questions or concerns.
• Maintain up-to-date knowledge of insurance policies and procedures.

• Oversee collection and audits of copayments and cash deposits
• Conduct audits for insurance verification and demographic information accuracy, provide plan of correction to receptionist team, as applicable.
• Assist clients with establishing payment plans, as applicable.
• Attend revenue/financial trainings and meetings.

• Maintain clear and effective communication with clients, staff, and external partners.
• Ensure all interactions are handled with professionalism and empathy.
• Relay important information to clinicians and other staff members in a timely manner.
• Participate in team meetings and contribute to a positive work environment.

• Demonstrate a comprehensive understanding of behavioral health principles, practices, and terminology.
• Stay informed about the latest developments in behavioral health to provide accurate information to clients.
• Understand the unique needs and challenges faced by clients in a behavioral health setting.
• Support clients with empathy and sensitivity, respecting their confidentiality and privacy.
• Other duties as assigned or as needed to support departmental or organizational goals.

EDUCATION, KNOWLEDGE, SKILL & ABILITY:

• High school diploma or equivalent; additional education in office administration or behavioral health is a plus.
• Strong organizational skills and attention to detail.
• Excellent verbal and written communication skills.
• Ability to maintain confidentiality and handle sensitive information with discretion.
• Proficiency in using office equipment and software, including fax machines, email, and scheduling systems.
• Friendly, approachable, and empathetic personality with a genuine interest in helping others.
• Ability to work independently as well as part of a team.
• Strong problem-solving skills and the ability to multitask in a fast-paced environment.
• Ability to work a full time schedule including weekend shifts. 

CERTIFICATES, LICENSES:

• Valid drivers license in the state of residence.
• 1 year previous experience in an outpatient receptionist or administrative support role, preferably in a behavioral health or healthcare setting.

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EEO STATEMENT

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, veteran status, or any other characteristic protected by law.