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.

• 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.

• 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.

• 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

• 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.

• 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.

• Coordinate with vendors, IT support, pharmacies, building maintenance, and…