Office Manager

Hightop Health is seeking an Office Manager to join our integrative, collaborative team. The Office Manager coordinates all administrative activities of the clinic, including training and supervision of administrative staff, design and maintenance of front-office processes, delivery of outstanding customer service, and day-to-day operational support for providers.

This role is deeply attuned to the daily life of the clinic and serves as a central coordinating point between front desk staff, providers, and leadership. The Office Manager oversees non-medical patient interactions, supports financial management of collections and office expenses, and ensures that administrative operations run smoothly, efficiently, and in alignment with Hightop Health’s mission, values, and policies.

Primary Objectives and Essential Duties:

Leadership & Staff Management

• Recruit, train, supervise, and evaluate all administrative staff (e.g., front desk team).

• Provide ongoing coaching, real-time feedback, and support to promote excellent customer service and operational consistency.

• Coordinate schedules for providers and administrative staff, including PTO requests, last-minute absences, and coverage planning.

• Spend approximately one hour per day at the front desk observing workflows, identifying issues, and directly supporting staff.

• Manage timesheets for front-desk and other administrative staff, ensuring accuracy and timely submission.

• Cultivate a positive, professional work environment grounded in teamwork, respect, and accountability.

Patient Experience & Customer Service

• Oversee all non-medical patient interactions, ensuring that administrative staff provide professional, courteous, and efficient service.

• Train and monitor staff to ensure high levels of patient satisfaction and adherence to customer service standards.

• Collect, track, and respond to customer service feedback, including compliments and complaints.

• Respond to patient compliments and complaints in person, addressing concerns promptly and escalating as needed.

• Ensure patient communications (phone, email, portal messages, in-person inquiries) are directed to the appropriate person and addressed in a timely manner.

• Ensure patient communications, including intakes and discharge from practice via (phone, email, portal messages, in-person inquiries) are managed or directed to the appropriate person and addressed in a timely manner.

Clinical & Provider Support

• Support medical providers with emergent administrative needs (e.g., urgent scheduling changes, coordination with front desk, paperwork flow).

• Coordinate administrative activities between providers and staff to support efficient clinic operations.

• Work closely with providers and leadership to identify administrative barriers to care and propose practical solutions.

• May be trained and required to perform non-invasive medical procedures such as EKG, UDS, ADHD and TMS

Administrative Operations & Workflow

• Design, maintain, and continually improve administrative workflows and front office processes.

• Communicate effectively with the executive/operations team regarding organizational concerns, trends, and suggestions for improvement.

• Maintain up-to-date digital files of all paperwork, forms, and related documents on shared servers in an organized and accessible manner.

• Manage onboarding logistics for all employees at the site, including:

• Updating HR/administrative files.

• Coordinating equipment (e.g., laptops, phones) and access (keys, fobs, Slack, voicemail, email).

• Supporting HIPAA and required training logistics.

• Ordering business cards and other role-related materials.

Billing, Collections & Financial Oversight

• Assist in billing and collections processes as needed in collaboration with billing specialists and Revenue Cycle staff.

• Support accurate front-desk payment collection, reconciliation, and basic reporting.

• Manage office supply budgets and expense control for departmental office supplies and local retention/engagement activities.

• Oversee retail operations (if applicable), including inventory and basic sales reports.

Vendor, Facility & Supply Management

• Coordinate with vendors, IT support, pharmacies, building maintenance, and other external partners as needed to maintain smooth operations.

• Manage office supplies and place orders within budget and according to organizational guidelines.

• Ensure the office environment, reception area, and shared spaces are clean, professional, and welcoming for patients and staff.

• Organize staff activities such as happy hours, monthly birthday celebrations, and other engagement events.

Note: Hightop Health reserves the right to change or assign other duties to this position

Education/Licensure:

• College degree in Healthcare Administration, Business, or a related field preferred.

• High school diploma or equivalent required.

Skills and Work Experience Requirements:

• 2+ years of proven customer-service experience in a healthcare setting required.

• 2+ years’ experience working with software systems including shared calendars, professional email, document creation/editing tools, and an EMR system in a healthcare setting required.

• 2+ years of experience staffing, training, and managing employees required.

• Exceptional written and verbal communication skills.

• Extremely dependable and highly professional in demeanor and conduct.

• Detail-oriented, patient-centered, and strong time-management skills.

About Hightop Health

Hightop Health is the premier outpatient mental health group, committed to setting the standard for superior patient care. Our Centers of Excellence combine cutting-edge research, advanced treatment options, and industry-leading expertise to deliver evidence-based, integrative psychiatry that treats the whole person. Care is provided by top-tier clinicians who truly care, and each treatment plan is as unique as the patient receiving it, blending traditional and novel interventions, biological and psychological approaches, and personalized strategies informed by real-world outcomes.

We are a clinician-centric practice, supported by an interdisciplinary team and robust infrastructure, allowing providers to focus on delivering the highest quality care while we manage operational and administrative details.

Learn more:

www.hightophealth.com

Hightop Health is committed to the principle of equal employment and creating an inclusive environment for the benefit of our employees, our patients, and our communities. We are an equal opportunity employer and welcome job applications from qualified individuals without regard to race, creed, color, ancestry, religion, sex, sexual orientation, gender identity, pregnancy, national origin, age, disability, veteran status, marital status, parental status, genetic information or any other legally protected characteristics or conduct. Please refer to the links below for information regarding your rights under certain federal laws:
https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/fmlaen.pdf
https://www.dol.gov/whd/regs/compliance/posters/eppac.pdf