Outpatient Mental Health Therapist Office Manager

The Healing Well, LLC
Location: Springfield, Massachusetts
Schedule: Tuesday–Saturday, 8:30 AM-4:30 PM
Hours: 35 hours per week, with a 1-hour unpaid lunch
Pay: $17.00-$23.00 per hour, based on directly relevant experience
Position: In-Person

About The Healing Well

The Healing Well, LLC is a growing outpatient mental health group practice serving children, adolescents, adults, couples, and families. As our practice continues to grow, we are seeking an experienced, highly organized, and proactive Behavioral Health Office Manager & Client Care Coordinator to help oversee the day-to-day flow of our Springfield office.

This is not simply a receptionist position.

We are specifically seeking someone who already understands the day-to-day operations of an outpatient mental health or behavioral health practice and can confidently coordinate clients, clinicians, schedules, office needs, and administrative workflows while providing a warm and professional experience for everyone who walks through our doors.

What We’re Looking For

The successful candidate must have at least two years of direct administrative experience working in an outpatient mental health or behavioral health setting.

Experience may include an office manager, practice coordinator, intake coordinator, patient/client services coordinator, behavioral health administrative coordinator, or comparable front-office position.

Because of the pace and complexity of our growing practice, we are looking for someone who already understands the fundamentals of outpatient behavioral health administration. We are happy to teach you The Healing Well’s systems and processes, but this position is not designed as an introduction to behavioral health administration.

We need someone who can follow established systems while also using sound judgment and thinking several steps ahead.

The right person notices when something doesn’t make sense.

They recognize when a clinician has been scheduled at two different office locations without adequate travel time. They consider whether appointments for siblings can be coordinated to make things easier for a family. They notice when a client has arrived but a clinician has not. They don’t allow a referral to disappear simply because the client’s first-choice clinician is unavailable. They understand the importance of following up, closing loops, documenting actions, and escalating questions rather than guessing.

Primary Responsibilities Office Management & On-Site Coordination

• Serve as the primary administrative presence at our Springfield office during scheduled working hours.
• Open the office each morning and ensure the reception area, waiting room, common areas, and therapy spaces are ready for the day’s clients and clinicians.
• Greet clients, families, visitors, and community partners and provide a welcoming, professional front-office experience.
• Monitor the daily schedule and maintain awareness of which clinicians are expected in the office, which rooms are being utilized, and when clients are expected to arrive.
• Coordinate therapy-room usage and proactively prevent scheduling or room conflicts.
• Identify clinician delays, scheduling discrepancies, room issues, or other operational concerns and address or escalate them promptly.
• Maintain office supplies and assist with organization, mailings, printing, scanning, records organization, event preparation, and other administrative needs.

Client Intake & Onboarding

• Receive and process new therapy referrals.
• Create and maintain accurate client records within our electronic health record and client-management systems.
• Send client portal invitations and onboarding materials.
• Monitor completion of required intake paperwork, consents, insurance information, and other administrative requirements.
• Follow established procedures when clients have incomplete onboarding requirements or have stopped responding.
• Maintain an organized referral and onboarding pipeline so prospective clients do not fall through the cracks.
• Coordinate with our external billing team when insurance verification or insurance-related review is required.

Clinician Matching & Scheduling

• Review client needs, preferences, availability, location, and requested services against clinician specialties and current availability.
• Help prospective clients identify appropriate clinician options when their preferred provider is unavailable.
• Schedule appointments while considering clinician availability, office location, modality, travel time, room availability, and family logistics.
• Coordinate sibling and family appointments whenever reasonably possible to improve convenience for families.
• Maintain an accurate understanding of clinician availability and current openings.
• Communicate scheduling changes clearly to clients and clinicians.
• Recognize situations requiring clinical or leadership input and escalate appropriately rather than making decisions outside the scope of the position.

Client Communication

• Answer and route incoming calls and respond to administrative inquiries professionally.
• Provide clients with accurate information regarding the practice, onboarding process, locations, scheduling, services, and next steps.
• Handle frustrated or concerned clients calmly, professionally, and compassionately.
• Maintain appropriate boundaries and recognize when a question should be escalated to clinical leadership, the billing team, or another appropriate party.

Administrative & Practice Support

• Maintain accurate administrative records and trackers.
• Monitor outstanding tasks and ensure follow-up occurs within established timelines.
• Assist with clinician administrative needs and practice projects.
• Support referral-source database maintenance, community outreach preparation, mailings, events, and other office projects as time permits.
• Help identify opportunities to improve front-office workflows and the client experience.

Required Qualifications

• Minimum of two years of direct administrative experience in an outpatient mental health or behavioral health setting
• Prior experience in an office manager, practice coordinator, intake coordinator, patient/client services coordinator, behavioral health front-office, or comparable role
• Working knowledge of behavioral-health intake, referral, scheduling, and front-office workflows
• Experience working with electronic health records and/or client portals
• Experience coordinating schedules for multiple providers or clinicians
• Familiarity with behavioral-health insurance terminology and basic administrative insurance processes
• Strong organizational skills and exceptional attention to detail
• Excellent written and verbal communication skills
• Professional, warm, and comfortable interacting with individuals experiencing emotional distress
• Ability to manage multiple priorities without losing track of outstanding tasks
• Strong problem-solving skills and practical judgment
• Ability to follow detailed procedures and consistently use checklists, reference materials, and established workflows
• Ability to recognize when something requires escalation rather than guessing or working outside one’s scope
• Ability to maintain confidentiality and comply with HIPAA and practice privacy requirements
• Reliable transportation and consistent ability to report to our Springfield office Tuesday through Saturday

Preferred Qualifications

• Previous office management experience within a group psychotherapy or multidisciplinary behavioral health practice
• Experience working with children and families in an outpatient behavioral-health setting
• Administrative familiarity with DCF involvement, guardianship, custody documentation, or other situations involving authorization to consent for treatment
• Experience supporting a growing multi-provider practice
• Experience with referral management and clinician matching
• Bilingual ability is a plus but not required

Schedule

Tuesday–Saturday
8:30 AM–4:30 PM
35 paid hours per week
One-hour unpaid meal period

Saturday availability is required and is not optional for this position.

Compensation

$17.00–$23.00 per hour, based on directly relevant outpatient behavioral-health administrative experience.

The Healing Well values professional development and provides opportunities for increased responsibility and compensation as the employee demonstrates proficiency, reliability, and growth within the position.

About You

You may be a great fit if you’re the person in the office who naturally notices what needs to happen next.

You’re organized without needing constant reminders. You don’t assume that because an email was sent, the task is finished. You follow up. You document. You check. You communicate.

You can provide compassionate service while maintaining professional boundaries, and you understand that in a mental health practice, strong administrative operations are an important part of quality client care.

If you have at least two years of outpatient behavioral-health administrative experience and are looking for an opportunity to become an important part of a growing practice, we would love to hear from you.

Pay: $17.00 - $23.00 per hour

Benefits:

• Paid time off
• Professional development assistance

Experience:

• outpatient behavioral-health administrative: 2 years (Preferred)

Work Location: In person

Salary : $17 - $23