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Mindful Support Services · 2 weeks ago

Senior Office Manager

Portland, OR

Full-time

Onsite

Mid, Senior Level

$75K/yr - $75K/yr

2+ years exp

Mindful Support Services is a business to business support service for independent mental healthcare practitioners. The Senior Office Manager is responsible for overseeing operations and performance across multiple office locations, ensuring consistent client service and operational efficiency while fostering collaboration between staff and leadership.

BillingHealth CareLead GenerationMedicalMental Health

Responsibilities

Provide direct leadership and oversight to administrative staff and support teams across multiple office sites

Ensure operational consistency across all assigned locations, including scheduling, client service, and workflow management

Monitor and report on key performance indicators (KPIs) such as provider productivity, client experience metrics, and office utilization

Partner with regional and departmental leadership to address staffing needs, provider support, and resource allocation

Conduct regular site visits to evaluate office environment, resolve operational challenges, and provide coaching/support to office teams

Implement and uphold company policies, procedures, and best practices consistently across all assigned offices

Act as a point of escalation for complex client, provider, or staff concerns, ensuring timely resolution and communication

Drive initiatives that improve efficiency, provider satisfaction, and client care while balancing business needs

Lead and mentor Office Managers-in-training, contributing to leadership development within the company

Collaborate with other managers and departments (Provider Services, Referrals, IT, Facilities) to ensure smooth operations and proactive problem-solving

Lead the Provider Support Specialist Team to set goals, manage outcomes, and provide timely follow through for more complex tasks

Coach the PSS team on how to deliver excellent customer service over the phone, in person, and via email to clients and providers by responding to all client and provider inquiries and needs in a timely manner

Handle escalated provider and client complaints as needed and provide guidance and direction to PSS team for follow up

Oversee PSS training and growth with the goal of developing leaders that can go on to thrive in a variety of departments and career paths

Develop a relationship with individual providers while working to understand their motivation and goals

Make meaningful touchpoints with providers on a monthly basis based on their communication preferences

Track touchpoints including phone calls, emails, surveys, forms, or other tools utilized for provider engagement by logging each interaction in the CRM

Identify areas of opportunity for improving providers' various areas of success and enroll them in relevant seminars, group trainings, or online courses depending on availability and relevance