Lead Administrative Support Staff at Center for Life Management – Salem, New Hampshire

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Center for Life Management (CLM) provides the area's most comprehensive array of outpatient mental healthcare. We offer innovative and evidence-based services that enhance the health and well-being of individuals and families. We partner with local and statewide organizations to achieve our mission and together build stronger communities and greater awareness for whole health and wellness.

The Lead Administrative Support Staff serves as the primary administrative lead for CLM’s Birch location children’s practice. This role ensures smooth daily front office operations, delivers a welcoming and supportive patient experience, and provides coordination and leadership to administrative, clinical, and case management teams. This position functions as a working lead performing all core front desk responsibilities (check-in/check-out, phones, scheduling, EHR updates, client assistance) while also providing day-to-day supervision, workflow coordination, and leadership to the administrative support team. While primarily assigned to the Birch site, the Lead may provide cross-site support if urgent or emergent needs arise at other CLM offices. The Lead Administrative Support Staff plays a key role in maintaining efficient workflows, ensuring EHR accuracy, supporting operational readiness, and monitoring productivity standards. This position reports directly to the Administrative Operations Manager and works collaboratively with clinical and case management leadership. This is a full-time, 40-hour per week position. Schedule: Monday–Friday, 9:00 AM – 5:30 PM.

Major Functional Areas and Description of Duties

Front Office & Patient Experience

• Serve as the lead administrative staff member for the children’s practice.
• Greet patients and families in a professional, welcoming manner.
• Oversee and ensure completion of all check-in and check-out procedures.
• Notify providers promptly when patients arrive.
• Update and verify patient information in the EHR system.
• Accurately collect and document copayments.
• Schedule follow-up appointments as needed.
• Perform all regular front desk responsibilities as a working lead and model best practices.

Administrative Leadership & Supervisory Responsibilities

• Create and manage the daily front office coverage schedule, ensuring adequate staffing at all times.
• Interview and hire administrative staff in partnership with the Administrative Operations Manager.
• Complete performance evaluations for administrative support staff.
• Manage performance concerns and corrective actions in collaboration with the Administrative Operations Manager.
• Approve timecards, schedules, and time off requests for administrative staff.
• Handle attendance management, including monitoring call-outs and coordinating coverage.
• Assign and prioritize daily workflow for administrative staff to support operational efficiency.
• Onboard and train new administrative team members.
• Track, monitor, and maintain office metrics, productivity measures, and operational reports as required.
• Provide cross-site administrative support during emergent staffing needs at other CLM offices when possible.
• Ensure consistency, accuracy, and quality in all front office processes.
• Communicate regularly with the Administrative Operations Manager regarding staffing, workflow, trends, and operational needs.

Clinical & Case Management Support

• Provide administrative support to clinical and case management staff
• Facilitate communication between providers and front office staff
• Ensure administrative processes align with clinical needs

Office Operations

• Ensure the office environment is organized and operating efficiently
• Oversee ordering and maintenance of office and administrative supplies
• Monitor supply levels to ensure uninterrupted operations
• Support general office needs to maintain a productive work environment

General Responsibilities

• Perform functions professionally and in a manner that protects the integrity and confidentiality of clients and staff
• Actively participate in appropriate team meetings and committees as requested by supervisor.
• Represent CLM in a professional and appropriate manner in all settings.
• Perform all other duties as assigned by supervisor.

Physical Demands and Working Conditions

The majority of the work takes place in an office setting. Manual dexterity is needed to use computers and standard office equipment. Reliable transportation is required for travel to/from office locations. The ability to sit for extended periods of time is required.

Benefits

At Center for Life Management, we offer a robust benefits package because caring for our staff is just as important as caring for our clients. Benefits for benefits eligible employees include:

• Comprehensive health insurance (medical, dental, vision)
• Health Reimbursement Arrangement
• Flexible Spending Account
• Paid earned time (3 weeks in year one, caps at 6 weeks)
• Paid holidays (8) with bonus birthday holiday in your birth month
• 403(b) Retirement Savings Plan with 3% company contribution upon 1 year of employment
• Life Insurance paid by company
• Short- and Long-Term Disability paid by company
• Accidental Death and Dismemberment Insurance paid by company
• Employee Assistance Program (EAP), accessible to staff and their natural supports
• Company issued cell phone and laptop as needed for role
• Scholarship for professional advancement
• Mileage reimbursement for applicable positions
• On the job training and continuing education opportunities
• Rewarding and supportive work environment with excellent opportunities for career growth
• Meaningful relationships with your co-workers and the individuals we serve
• Flexible work schedule
• Teamwork, teamwork and more teamwork!

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Qualifications and Skills

• High school diploma or equivalent required. Additional training or certification in medical administration desirable.
• Minimum 3 years of front office, medical office, or administrative coordination experience, preferably within a medical or behavioral health setting.
• Experience in a lead, supervisory, or team-direction capacity strongly preferred.
• Familiarity with Electronic Health Record (EHR) systems.
• Strong organizational skills, ability to problem solve, multi-task, and manage competing tasks while attending to details and adhering to deadlines.
• Excellent communication and customer service skills required to interact with clients, family, staff and visitors in a clear and professional manner.
• Ability to work independently in a newly established setting.
• Leadership or lead administrative experience preferred.
• Ability to maintain composure and exercise sound judgment in routine, urgent, and emergent administrative tasks
• Proficient computer skills and knowledge of Microsoft office applications with emphasis on Word, Excel, Outlook and TEAMS.
• Ability and desire to work as part of a team while also able to be self-directed and motivated with minimal supervision
• Flexibility to adapt schedule and fill in as needed.
• Ability to acquire and effectively execute new skills as needed according to evolving department needs.