Position Overview

The Front Desk Receptionist gives clients a welcoming, efficient, and professional experience and supports the practice's day-to-day administrative needs. Many people who contact the practice are seeking behavioral health treatment for themselves or a family member. Patience, empathy, professionalism, and strong communication skills are essential. The ideal candidate provides compassionate help while staying efficient and attentive to administrative work.

The role requires strong multitasking and organizational skills. On a typical day you may answer calls, schedule appointments, communicate with providers, respond to messages, assist clients, and handle office tasks, often at the same time. You should be able to prioritize well, ask for help when needed, and stay composed in a fast-paced environment.

Reliability, accountability, and willingness to learn are equally important. The practice has multiple locations, providers, services, policies, fees, and workflows, and learning them takes time and training. Candidates are encouraged to ask questions during training, retain what they learn, use available resources, and grow more independent with experience. Consistent attendance and prompt communication with management are expected. Training on the practice management system and practice-specific procedures will be provided.

Front Desk / Client Support

• Answer incoming client calls, respond to questions, and provide timely updates.
• Guide new clients through the intake and scheduling process.
• Schedule, reschedule, and cancel appointments in the practice management/EHR system.
• Collect and update patient demographic, insurance, and other required information.
• Verify insurance coverage and eligibility.
• Collect payments and answer front-desk-level billing questions, escalating complex billing matters as needed.
• Process office check deposits using the designated remote deposit scanning system and coordinate with the billing department.

Provider & Pharmacy Coordination

• Communicate with providers about scheduling concerns and client-related administrative issues.
• Handle administrative pharmacy calls, including:
  • Confirming prescription coverage.
  • Checking medication availability.
  • Confirming cash prices when needed.
  • Following up on prior authorizations (PAs).
  • Assisting with refill-related communication.
• Route clinical concerns to the appropriate provider rather than handling matters outside the front desk role.

Communication & Follow-Up

• Monitor and complete tasks assigned through Microsoft Teams and email.
• Follow up on outstanding tasks and communications.
• Document relevant communications and post real-time updates so staff and management stay informed.
• Communicate professionally with practice leadership, providers, and administrative staff.
• Escalate issues outside the front desk's scope to the appropriate person or department.
• Post a summary of completed and pending tasks at the end of each shift.

Knowledge & Training

• Learn the practice's locations and systems, including:
  • Providers and their schedules.
  • Services offered.
  • Provider and service fees.
  • Office policies and procedures.
  • Scheduling requirements.
  • General workflows.
• Ask questions during training while retaining information and using available resources.
• Build independence over time and handle routine responsibilities without constant direction.

Professionalism & Confidentiality

• Maintain professionalism with clients, families, providers, pharmacies, and coworkers.
• Maintain strict confidentiality of sensitive behavioral health and patient information, consistent with HIPAA.
• Show patience and empathy with clients who may be in stressful or sensitive situations.
• Maintain professional boundaries and recognize when an issue needs to be escalated.

Office Operations

• Keep the front desk and shared office areas clean, organized, and professional.
• Retrieve and review incoming mail daily, then scan and forward documents for review and follow-up.
• Complete a weekly office inventory review and report supply needs through the designated channel.
• Complete routine office responsibilities consistently and raise operational concerns with management.

Attendance & Reliability

• Arrive on time and be ready to work at the scheduled start time.
• Notify management promptly of lateness, illness, emergencies, or anything else affecting your shift.
• Stay reachable and responsive throughout the workday.

Preferred Qualifications

• Front desk or reception experience in a medical or behavioral health setting.
• Experience with AdvancedMD or a similar EHR/practice management system.
• Working knowledge of insurance verification and HIPAA requirements.
• Proficiency with Microsoft Teams, Outlook, and general office technology.