Receptionist / Front Desk Coordinator

Essential Duties and Responsibilities

• Welcome clients, families, visitors, and vendors in a courteous, respectful, and trauma-informed manner.
• Answer, screen, and route telephone calls promptly and professionally.
• Schedule, confirm, reschedule, and cancel client appointments as authorized.
• Provide daily oversight of the front desk and help ensure consistent coverage and workflow.
• Open the office at the beginning of the business day and complete all required opening procedures.
• Close and secure the office at the end of the business day in accordance with company procedures.
• Serve as an authorized key holder and safeguard office keys, access codes, and security information.
• Confirm that doors, windows, equipment, confidential records, and designated office areas are properly secured before leaving.
• Monitor the reception area and notify appropriate staff of safety, security, or facility concerns.
• Maintain client sign-in procedures while protecting confidential information.
• Collect, organize, and distribute incoming mail, deliveries, documents, and messages.
• Assist clients with completing approved registration and intake paperwork.
• Verify that required forms are complete and route them to the appropriate team member.
• Accept and document payments when assigned, following established financial procedures.
• Maintain a clean, calm, organized, and welcoming front desk and waiting area.
• Provide basic administrative support, including filing, scanning, copying, data entry, and document preparation.
• Communicate urgent client concerns to the appropriate clinical or supervisory staff without attempting to provide clinical advice.
• Follow HIPAA requirements and all Epiphany Family Services policies regarding privacy, confidentiality, safety, and professional conduct.
• Assist with training and supporting front desk personnel or coverage staff as assigned.
• Perform other related administrative duties as needed.

Required Qualifications

• High school diploma or equivalent.
• Previous receptionist, front desk, customer service, or administrative experience.
• Ability and willingness to serve as a key holder and reliably open and close the office.
• Ability to maintain strict confidentiality and handle sensitive behavioral health information appropriately.
• Strong organizational, communication, and customer-service skills.
• Professional telephone and in-person communication skills.
• Dependable attendance, punctuality, and the ability to work independently.
• Ability to manage multiple priorities in a busy office environment.
• Basic proficiency with computers, email, electronic scheduling systems, and standard office equipment.
• Sound judgment and the ability to follow safety and emergency procedures.
• Ability to successfully complete all required background checks and employment screenings.

Preferred Qualifications

• Experience working in a behavioral health, mental health, healthcare, social services, or family-services setting.
• Familiarity with HIPAA and confidential health information.
• Experience coordinating or overseeing front desk operations.
• Experience using electronic health record or practice-management software.
• CPR, First Aid, or crisis-response training.

Core Competencies

• Professionalism and dependability
• Compassionate and respectful client service
• Confidentiality and discretion
• Leadership and accountability
• Attention to detail
• Organization and time management
• Calm decision-making
• Teamwork and communication
• Cultural sensitivity and trauma-informed interaction

Physical and Scheduling Requirements

• Ability to sit, stand, walk, bend, and perform routine office tasks throughout the workday.
• Ability to operate standard office equipment.
• Ability to lift and carry office materials weighing up to [insert weight] pounds.
• Availability to work the assigned opening and/or closing schedule.
• Ability to respond appropriately to office safety, security, and emergency situations.

Equal Employment Opportunity