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About the Role

The Office Manager provides direct supervision of support services, overseeing all facility operational processes and systems, including Front Desk Receptionists, Maintenance Team, and Security Personnel.

Responsibilities

• 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
• 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
• 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.
• Monitor and report key operational metrics, including client wait times, front desk productivity, no-show trends/provider scheduling and support, and reception quality audits
• Develop action plans to improve operational performance.
• Respond to operational incidents and facility emergencies.
• Complete incident documentation and coordinate follow-up with leadership.
• Participate in emergency preparedness planning and drills.
• Serve as the primary liaison with building management, cleaning vendors, security vendors, equipment vendors, and facilities/maintenance contractors
• Assist with departmental budget planning.
• Monitor office supply expenses.
• Ensure cost-effective purchasing practices.
• Coordinate onboarding and offboarding of office equipment and workspace setup.
• Partner with IT regarding workstation setup, equipment issues, and technology deployments.
• Coordinate onboarding of Front Desk Receptionists, including workspace preparation, access requests, and orientation.
• Ensure new staff complete required operational training.
• Participate in quality improvement initiatives.
• Identify workflow inefficiencies and recommend operational improvements.
• Support implementation of new organizational initiatives and process changes.
• Monitor and promote exceptional client experience at all points of entry.
• Address client concerns and service recovery when necessary.
• 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
• 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
• 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
• Perform other duties as assigned by Supervisor and Leadership

Requirements

• 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

Skills

• Microsoft Office
• Outlook
• Word
• Excel
• PowerPoint
• Spanish communication
• Escalation management
• Problem-resolution
• Team management
• Mentoring
• Leadership
• Management
• Communication
• Organization
• Customer service
• Decision-making
• Written communication
• Verbal communication

Experience Level

• 5+ years of experience in an Office Management position

Education Level

• High School Diploma or equivalent

Salary/Compensations

• $80,000 - $90,000 per year

Benefits

• We Pay Down Your Student Loans!
• Medical, Dental, and Vision Insurance is Paid for by NYPCC 100%
• Paid Time Off and Company Paid Holidays
• 403B Retirement Plan with Company Match!

About the Company

• New York Psychotherapy and Counseling Center (NYPCC) is New York State’s largest community mental health clinic, serving more than 15,000 clients each month through accessible in-person and telehealth services.
• With over 50 years of experience, we remain deeply committed to clinical excellence and meaningful care for the communities we serve.
• In 2025, NYPCC was recognized by City & State as both a Top Place to Work and a Top Mental Health Care Provider in New York, and we are proud to hold Mental Health America’s Platinum Bell Seal.
• These honors reflect our mission-driven culture and our strong emphasis on employee well-being, professional growth, and lasting impact.

Equal Opportunity

• 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.