Front Desk Coordinator Behavioral Health Services

Job Title: Front Desk Coordinator – Behavioral Health Services

Full Time - Monday to Friday 10am- 6:00pm 

Position Summary

The Front Desk Coordinator serves as the first point of contact for patients, families, and visitors entering our drug and alcohol/mental health hospital. This role is critical in ensuring a safe, welcoming, and recovery‑focused environment. The Coordinator supports the admissions process, facilitates communication across departments, maintains milieu safety, and provides compassionate support to individuals in crisis or seeking treatment.

Key Responsibilities

Admissions & Check‑In

• Greet patients in a calm, professional, and trauma‑informed manner.
• Process patient admissions, including verifying identification, collecting required documents, and completing the check‑in process.
• Obtain initial consent forms and ensure all required signatures and disclosures are completed accurately.
• Communicate admission status and logistics to clinical, medical, and administrative teams.

Administrative & Clerical Support

• Answer and route incoming phone calls; provide clear and supportive communication to patients, families, referral sources, and staff.
• Maintain organized records, logs, and documentation in accordance with HIPAA and organizational policies.
• Assist with scheduling, data entry, and general office tasks to support smooth operations.
• Provide information about hospital procedures, visiting guidelines, and program expectations.

Milieu Management & Patient Safety

• Monitor the front lobby and general milieu environment to ensure safety, comfort, and adherence to program rules.
• Maintain visual awareness of patient activity; alert staff to any concerns or behavioral changes.
• Support overdose awareness and early intervention protocols by observing patient presentation and reporting concerns immediately.
• Respond to emergencies using established hospital procedures (e.g., calling codes, coordinating emergency services).

Patient Engagement & Support

• Ensure patients feel welcomed, respected, and supported throughout the admission process.
• Offer comfort measures such as water, blankets, or orientation to the environment.
• Assist patients in remaining engaged and calm while awaiting clinical assessment.
• Provide non‑clinical emotional support consistent with trauma‑informed care and de‑escalation practices.

Qualifications

• High school diploma or equivalent required; associate’s or bachelor’s degree preferred.
• Prior experience in behavioral health, substance use treatment, medical reception, or human services strongly preferred.
• Excellent communication, customer service, and interpersonal skills.
• Ability to work in a fast‑paced environment with individuals who may be experiencing crisis, withdrawal, or emotional distress.
• Knowledge of HIPAA and patient confidentiality standards.
• Ability to remain calm, professional, and compassionate under pressure.
• Basic computer skills and comfort learning electronic health record (EHR) systems.

Core Competencies

• Trauma‑informed and empathetic approach
• Strong attention to detail
• Crisis awareness and safety orientation
• Professionalism and confidentiality
• Team collaboration
• De‑escalation and boundary‑setting skills

Work Environment

• Hospital setting with frequent patient interaction
• Exposure to individuals experiencing mental health symptoms, substance withdrawal, or emotional crisis
• Requires extended periods of sitting, standing, and communicating in person and by phone
• May involve occasional assistance during emergency procedures