Administrative Assistant (Front Desk)

Position Summary

The Administrative Assistant (Front Desk) is the first point of contact for clients, families, and visitors at Renaissance Behavioral Health. This position manages front desk operations, client check-in and scheduling, telephone and message triage, and administrative support to the clinical and executive teams, while maintaining a welcoming, trauma-informed, and confidential environment appropriate to an outpatient behavioral health setting.

Essential Duties and Responsibilities

Front Desk and Reception

- Greet and check in clients, families, and visitors professionally and courteously; manage the waiting area with attention to client dignity and privacy.

- Answer, triage, and route incoming calls; take accurate messages and relay them promptly to the appropriate staff.

- Monitor visitor access consistent with facility safety procedures and notify appropriate staff of safety concerns.

Scheduling and Client Flow

- Schedule, confirm, reschedule, and cancel client appointments in the electronic health record system.

- Conduct appointment reminder calls and document outreach attempts.

- Notify clinical staff of client arrivals, late arrivals, and no-shows; support no-show follow-up processes.

Administrative and Medical Records Support

- Collect and verify client demographic and insurance information at check-in; scan and upload documents to the client record.

- Support intake packet completion, consent forms, and required screenings distribution as directed.

- Process incoming and outgoing mail, faxes, and records requests in accordance with HIPAA and 42 CFR Part 2.

- Maintain office supplies inventory and place orders as approved.

- Provide clerical support to the executive and clinical teams, including copying, filing, and document preparation.

Payments and Front-End Revenue Support

- Collect co-pays and client payments as applicable; issue receipts and document transactions accurately.

- Flag insurance eligibility or coverage questions to the billing department.

Qualifications

•   High school diploma or GED required; associate degree or administrative/medical office coursework preferred.

•    Minimum of one (1) year of front desk, administrative, or customer service experience required.

•    Experience in a behavioral health setting strongly preferred.

•    Proficiency with standard office software and the ability to learn the electronic health record system.

•    Ability to maintain strict confidentiality and professional boundaries in a behavioral health setting.

Knowledge, Skills, and Abilities

- Warm, calm, and professional interpersonal presence, including with clients in distress.

- Strong organizational skills, attention to detail, and accurate data entry.

- Ability to manage multiple tasks with frequent interruptions.

- Clear verbal and written communication.

- Understanding of, or willingness to be trained in, HIPAA, 42 CFR Part 2, trauma-informed customer service, and de-escalation basics.

Working Conditions / Physical Requirements

- Office-based position; prolonged periods of sitting and computer/telephone use.

- Occasional standing, walking, bending, and lifting up to 25 pounds (supplies, files).

- Regular on-site presence during business hours required.

Compliance and Confidentiality

All RBH staff are required to maintain strict confidentiality of client information in accordance with HIPAA and 42 CFR Part 2, complete all required trainings (including abuse/neglect identification and reporting, workplace violence, and safety), and conduct themselves in accordance with RBH policies and all national and state standards.