Manager, Front Desk Operations

Centerstone is among the nation’s leading nonprofit behavioral health systems with thousands of employees dedicated to delivering care that changes people’s lives. A dynamic, well-established organization, we offer rewarding opportunities to serve all ages in a variety of settings. Come talk to us about joining the Centerstone team!

JOB DESCRIPTION:

Position Summary

The Manager, Front Office Operations provides leadership and operational oversight for Centerstone Florida's client-facing front office workforce across assigned service locations. This position supervises Receptionists, Customer Service Specialists, Front Desk staff, and other assigned client-facing administrative personnel while establishing standardized front office operations, customer service expectations, staffing practices, and administrative workflows across the Florida market.

This position is responsible for creating a standardized front office model across the Florida market, ensuring consistency in customer experience, workforce expectations, and front office operations regardless of program or service line.

The Manager partners with operational leaders to ensure front office operations support timely access to care, an exceptional client experience, and efficient daily operations while allowing program leaders to focus on clinical and operational performance.
 

Essential Duties and 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.

Supervisory Responsibilities

This position does not have supervisory responsibilities.

Knowledge, Skills, and Abilities

• 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.

Minimum Qualifications

Education

High school diploma or GED required.

Experience

• Six years of professional experience required.
• Two years of leadership experience required.

Licenses and Certifications

N/A

Preferred Qualifications

Experience leading customer service, reception, or front office operations preferred.

Previous supervisory experience preferred.

Physical and Work Environment Requirements

Work is performed in an office, clinical, residential, and/or community-based environment depending on role and assignment. The position may involve routine use of office, clinical, or electronic systems and equipment. Duties may require prolonged periods of sitting, standing, walking, and working at a computer. Work hours may include evenings, weekends, holidays, or extended shifts based on program needs. This position is classified as sedentary work. Sedentary work involves exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

Program and State-Specific Requirements (When Applicable)

N/A

Disclaimer

The statements herein are intended to describe the general nature and level of work performed by individuals assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required. Duties and responsibilities may change at any time with or without notice.

Time Type:

Pay Range:

Delivering care that changes people's lives starts with our employees. Below are just some of the great benefits Centerstone employees enjoy:

• 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

Centerstone is an equal opportunity employer. Employment at Centerstone is based solely on a person's merit and qualifications directly related to professional competence. We treat all clients and colleagues with dignity and respect.

At Centerstone, we use our values as a guide for what we do. Respect, Expertise, Integrity and Empowerment are at the heart of every interaction at Centerstone, and particularly rooted in our Culture.

Our approach to culture is to create an environment that encourages, supports and celebrates the voices and experiences of our employees. We are committed to a culture of empowerment, respect, integrity and expertise that powers our innovation and connects us to each other, our clients and the communities we serve.

Centerstone is also committed to a strong culture of quality and safety, celebrating role-models who champion best practices for quality, clinical risk, and patient safety.