Office Manager

Volunteers of America of Massachusetts • Quincy, MA

12d • $65,000 - $71,000 • Onsite

About The Position

The Office Manager will be responsible for supporting the daily administrative and front-end operations of VOAMASS Behavioral Health Services clinics. This role provides direct supervision, coordination, training, and support to Outpatient Medical Receptionists and office workflow to ensure consistent reception coverage, client access, scheduling support, referral coordination, insurance verification, communication tracking, and general administrative follow-through. This role is intended to support clinic leadership by helping ensure that day-to-day front desk workflows are organized, consistent, and responsive to the needs of clients, providers, and staff. The Office Manager role is about making a difference in the lives of the people we serve.

Requirements

• Experience in an outpatient medical, behavioral health, or healthcare office setting required.
• Must have excellent verbal, written, organizational, and problem-solving skills.
• Must be able to manage competing priorities, support staff in a fast-paced environment, communicate clearly with clients and staff, and follow through on administrative tasks.
• Must demonstrate professionalism, sound judgment, trauma-informed communication, and the ability to support clients who may present with behavioral health, substance use, crisis, or complex social needs.

Nice To Haves

• Experience providing supervision, coordination, training, or lead support to administrative or front desk staff preferred.
• Strong knowledge of clinic operations, referral coordination, customer service, and administrative coordination.
• Experience with MassHealth, commercial insurance, behavioral health services, and electronic health record systems preferred.

Responsibilities

• Provide daily supervision, support, and direction to Outpatient Medical Receptionists to ensure front desk responsibilities are completed accurately, consistently, and timely.
• Monitor and support daily front desk workflow, including client check-in, scheduling, rescheduling, client communication, co-payment collection, intake paperwork, referral tracking, EHR tasks, phone coverage, voicemail follow-up, fax/email routing, telehealth links, and appointment reminders.
• Provide front desk coverage when needed, including greeting clients, answering phones, scheduling appointments, checking clients in, collecting information, and directing clients or visitors to the appropriate staff.
• Assist with onboarding, training, and ongoing coaching of Outpatient Medical Receptionists on clinic procedures, communication standards, EHR workflows, confidentiality requirements, and customer service expectations.
• Monitor administrative workflows and identify areas where staff may need additional training, clarification, process improvement, or leadership support.
• Communicate front-end workflow concerns, staffing coverage issues, client access barriers, administrative trends, or higher-level client concerns to the Director of Outpatient Services as appropriate.
• Manage referrals, appointment openings, and new clients to ensure timely access to services. Manage referral list, scheduling clients, entering clients into the EHR, and coordinating provider availability. Support scheduling changes due to provider call-outs, availability changes, or provider transitions to ensure timely access and continuity of care.
• Maintain relationships with referral partners and expand relationships.
• Support clinical and medical providers with administrative follow-up related to appointment scheduling, client engagement, documentation routing, communication needs, and coordination of diagnostic, therapy, medication management, follow-up, and urgent appointments.
• Assist with routine office management tasks, including ordering supplies, maintaining inventory, monitoring office equipment needs, reporting maintenance concerns, and helping ensure the clinic space remains welcoming, organized, safe, and professional.
• Support administrative tracking, reports, audits, checklists, quality improvement activities, team meetings, supervision, workflow discussions, and other duties as assigned by leadership.

Benefits

• Excellent health, vision, and dental insurance with 85% of medical deductible and certain co-pays paid by employer
• Multiple opportunities to use pre-tax dollars to save for expenses such as health care (flexible spending account), child care, transit, and parking
• 403(b) retirement plan with employer match
• 24/7 nurse hotline for urgent health questions
• Employee assistance program to provide help with family concerns, stress management, legal issues, and more
• Employer-paid long-term disability and life insurance
• Pet insurance
• Tuition remission programs
• Loan forgiveness (Public Service Loan Forgiveness (PSLF) program)
• Generous vacation benefits, starting at three weeks and moving to four weeks after three years of employment
• 14 paid holidays, higher than industry average
• Fitness/wellness reimbursement to cover expenses such as gym membership
• Employee discount program on hundreds of items such as computers, cell phone plans and accessories, furniture, hotels, vacation home rentals, etc.
• Cash bonus, with no annual cap, for referring other qualified candidates for employment

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed