Lead Receptionist; Outpatient Behavioral Health

Position Summary

The Receptionist is a key member of the Relief Mental Health care team, responsible for creating a welcoming, professional, and efficient front desk experience for patients. This role supports patient flow, data accuracy, revenue integrity, and overall clinic operations while upholding HIPAA compliance and exceptional customer service standards.

• Supervise and support corporate receptionists, ensuring coverage and timely and accurate completion of receptions tasks
• Deliver compassionate support, attention, and assistance to all prospective and existing patients and families while ensuring compliance with all health care regulations, including HIPAA
• Answer and route all incoming calls, voicemails, emails and faxes at the corporate office to the appropriate department, staff and/or clinic
• Comfort patients by anticipating anxieties, effectively answering questions and escalating any concerns or issues to the appropriate staff when needed
• Work alongside the Intake Department to screen and transfer new patient calls to the appropriate Contact Center Queue or Intake Coordinator based on patients’ interest/clinical needs
• Maintain accurate documentation in the Receptionist Activity Log
• Greet patients upon arrival, follow check-in procedures and notify providers once patients are ready to be seen
• Confirm and update patient demographics and insurance information
• Ensure patients are accurately reflected in internal systems
• Run daily and weekly insurance verifications
• Identify and flag inactive insurance plans
• Collect patient copays, cash-pay balances, and cancellation fees
• Communicate outstanding balances discreetly and professionally
• Provide and collect required paperwork and assessments
• Schedule or confirm follow-up appointments based on provider instructions
• Thank patients at checkout and provide clear next-step instructions
• Conduct appointment confirmation calls/texts
• Review upcoming schedules to identify gaps, errors, or double booking
• Follow cancellation, rescheduling and no-show policies and procedures and maintain clear communication with clinic staff when last minute changes are made to appointments/provider schedules
• Perform next day patient audits
• Perform clerical duties including but not limited to scanning, copying, faxing and uploading patient records, inputting authorization information and managing medical record requests
• Prepare treatment rooms and new patient paperwork alongside Clinical Assistants ahead of patient appointments
• Ensure reception area remains clean and inviting; restock coffee, tea and water as needed
• Maintain office inventory and equipment by anticipating supply needs and expediting supply orders
• Utilize  to track pending leads and patient communication
• Perform additional intake, reception or clerical tasks as needed or assigned by other departments

• High school diploma/GED required, Bachelor's degree preferred
• Prior experience in a medical, mental health, or customer service setting preferred
• Great communication and interpersonal skills and a strong affinity for customer service
• Excellent attention to detail, organizational ability and time-management skills
• Comfort using technology systems (EHR, scheduling platforms, , insurance portals)
• Ability to manage multiple priorities in a fast-paced environment
• Professional, compassionate, and patient-centered demeanor