About this role
What You'll Do
Front Desk & Family Support
- Welcome and assist clients, families, visitors, and vendors in a professional and friendly manner.
- Maintain a consistent front desk presence and help create an organized, welcoming waiting area.
- Answer incoming telephone calls, route inquiries appropriately, and provide general information about occupational, speech, feeding, and enrichment services.
Scheduling & Attendance Management
- Schedule, cancel, and reschedule therapy appointments in collaboration with therapists and families.
- Support implementation of outpatient attendance policies and help monitor no-shows, late cancellations, and patterns requiring therapist follow-up.
Insurance Verification & Billing Support
- Verify eligibility and benefits for new and existing clients, including primary, secondary, Medicaid, and commercial insurance plans.
- Complete monthly insurance checks and maintain accurate demographic, carrier, policy, and contact information in the electronic health record.
- Confirm coverage for therapy services and applicable CPT codes, communicate denials or coverage concerns to therapists, and evaluate continued eligibility when requested.
- Accept client payments and provide other billing-related administrative support as directed by the Therapy Director.
Referral & Order Coordination
- Receive new client referrals, collect preliminary information, and route each referral to the appropriate department.
- Contact physicians' offices to obtain or update therapy orders as needed.
Administrative & Office Support
- Use office and clinical systems, including HelloNote, to support efficient daily operations.
- Maintain accurate logs, records, digital or physical filing systems, compliance documentation, and administrative activity records.
- Follow office security procedures, including ensuring doors are closed and locked in accordance with clinical program policy.
- Assist with session or parent education materials, audits, program expansion, process improvements, safety drills, compliance checks, and other special projects as time allows.
Facilities, Vendors & Supplies
- Track vendor service time, coordinate completion of scheduled services, and submit invoices to the finance department.
- Receive shipments weighing up to 15 pounds, store items safely, and notify the appropriate department for pickup.
- Monitor and restock therapy and office supplies, complete seasonal or annual inventory tasks, and notify the Therapy Director when reordering is needed.
- Help maintain clean and organized shared administrative spaces, excluding bathrooms.
Team Collaboration & Confidentiality
- Provide backup coverage for administrative team members when needed.
- Coordinate with Therapy, ABA, Administration, HR, and Billing to support smooth cross-department communication.
- Participate in required meetings, training, and professional development, and assist with onboarding or orienting new administrative staff as directed.
- Maintain the confidentiality of client and organizational information in accordance with HIPAA and company policies, and stay informed about relevant insurance, billing, and regulatory updates.
Qualifications
Qualifications
- High school diploma or equivalent required; an associate or bachelor's degree preferred in healthcare administration, business, or a related field is preferred.
- Two or more years of experience in office coordination, a medical front office, or an administrative support role is strongly preferred.
- Healthcare or therapy-setting experience, including occupational therapy, speech therapy, feeding therapy, or ABA, is highly desirable.
- Experience with insurance verification, eligibility checks, appointment scheduling, and electronic health record systems is strongly preferred; HelloNote experience is a plus.
- Experience communicating professionally with families, healthcare providers, therapists, and vendors is beneficial.
What We're Looking For
- Strong written and verbal communication, customer service, organization, and attention to detail.
- Accurate data entry, invoice processing, filing, and document management skills.
- Proficiency with Microsoft Word, Excel, and Outlook, along with the ability to learn web-based insurance portals such as NaviNet, Availity, and Inovalon.
- Ability to prioritize responsibilities, meet deadlines, troubleshoot routine issues, and remain calm and professional in a busy office environment.
- A dependable, respectful, team-oriented approach and the ability to work independently while collaborating with a multidisciplinary team.
- Ability to consistently follow established procedures, safety protocols, and confidentiality requirements.
Physical & Work Environment
- Primarily an indoor clinical office role involving regular computer, phone, and office equipment use; frequent interaction with children, families, therapists, vendors, and staff.
- Ability to sit or stand for periods of time, walk throughout the office and therapy areas, use stairs and narrow hallways safely, bend and reach occasionally, and lift or carry items up to 15 pounds.
- Ability to communicate in person and by phone and to read documents and computer screens. Minimal PPE may be required during increased health precautions or for certain delivery, cleaning supply, or maintenance-related tasks.
Why Join Beyond Behavior Consulting?
You will be part of a collaborative team dedicated to helping children and families access high-quality therapeutic services. The Front Office Coordinator plays an important role in supporting families and clinicians while keeping the clinic organized and running efficiently each day.