Manager, Front Desk Operations
About The Position
Centerstone is a leading nonprofit behavioral health system dedicated to providing life-changing care. The Manager, Front Office Operations provides leadership and operational oversight for Centerstone Florida's client-facing front office workforce across assigned service locations. This role supervises various front desk staff and establishes standardized operations, customer service expectations, staffing practices, and administrative workflows throughout the Florida market. The goal is to ensure a consistent client experience and efficient operations, regardless of program or service line, by partnering with operational leaders to support timely access to care and exceptional client experiences.
Requirements
- High school diploma or GED required.
- Six years of professional experience required.
- Two years of leadership experience required.
- Demonstrated ability to lead and develop teams.
- Strong customer service, communication, organizational, and problem-solving skills.
- Ability to standardize workflows and implement process improvements.
- Working knowledge of EHRs, scheduling systems, Microsoft Office, and standard business software.
- Ability to analyze operational data and performance metrics.
Nice To Haves
- Experience leading customer service, reception, or front office operations preferred.
- Previous supervisory experience preferred.
Responsibilities
- Supervise, coach, evaluate, and develop Receptionists, Customer Service Specialists, Front Desk staff, and other assigned client-facing administrative personnel.
- Coordinate staffing, schedules, cross-training, and coverage across assigned locations.
- Standardize front office workflows, customer service expectations, and administrative procedures.
- Monitor daily front office operations including check-in/check-out, lobby management, telephone coverage, and administrative support.
- Partner with operational leaders to identify staffing needs and workflow improvements.
- Develop and maintain front office orientation, competency validation, and ongoing education.
- Monitor customer service performance, front office quality indicators, and operational consistency.
- Conduct routine observations and audits of front office operations.
- Lead process improvement initiatives to improve efficiency and enhance the client experience.
- Participate in operational planning for new programs, relocations, and workflow redesigns.
- Develop and monitor front office performance metrics and report trends to leadership.
- Participate in required leadership meetings and organizational initiatives.
- Perform additional duties as assigned.
- Monitor and support front office processes that facilitate timely access to care, including scheduling, appointment management, and client navigation.
- Collaborate with access, clinical, and operational leaders to identify barriers to engagement and implement solutions that improve client access and retention.
Benefits
- Medical, dental, and vision health coverage
- Flexible Spending and Health Savings Accounts
- 403b retirement plan with company match
- Paid time off and ten paid holidays
- AD&D Insurance, Life Insurance, and Long Term Disability (company paid)
- Employee Resource Groups
- Continuing education opportunities
- Employee Assistance Program
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
