Front Desk Receptionist – Behavioral Health Practice

About the role

The Front Desk Receptionist gives clients a welcoming, efficient, and professional experience and supports the practice's day‑to‑day administrative needs. Many callers are seeking behavioral health treatment for themselves or a family member, so patience, empathy, professionalism, and strong communication skills are essential. The role requires strong multitasking, organizational abilities, reliability, accountability, and a willingness to learn.

Responsibilities

• 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; escalate complex billing matters as needed.
• Process office check deposits using the designated remote deposit scanning system and coordinate with the billing department.
• 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, following up on prior authorizations, and assisting with refill‑related communication.
• Route clinical concerns to the appropriate provider rather than handling matters outside the front desk role.
• 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, and 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.