Job Description

The Administrative Support Receptionist serves as the first point of contact for Monadnock Family Services (MFS), providing exceptional customer service to clients, families, visitors, providers, and community partners. This position supports efficient clinic operations through reception services, appointment scheduling, telephone triage, administrative support, and coordination of information between clients and clinical teams.

This position plays a critical role in ensuring timely access to behavioral healthcare while promoting a welcoming, professional, trauma-informed environment that reflects the mission, vision, and values of Monadnock Family Services. The Administrative Support Receptionist demonstrates professionalism, compassion, organizational excellence, and a commitment to confidentiality while supporting interdisciplinary teams throughout the organization.

ESSENTIAL RESPONSIBILITIES

Client Reception & Registration

• Welcome clients, families, visitors, vendors, and community partners in a courteous, professional, and trauma-informed manner.
• Complete client check-in procedures.
• Verify demographic information and insurance coverage.
• Obtain insurance cards and required documentation.
• Collect copayments and provide payment plan information when appropriate.
• Ensure all required intake paperwork is completed accurately.
• Protect the integrity of client records and administrative data.
• Follow established record retention and documentation procedures.
• Maintain strict confidentiality of all client, employee, and organizational information.
• Comply with HIPAA Privacy and Security Rules.
• Ensure timely and accurate documentation within the Electronic Health Record (EHR).
• Protect the integrity of client records and administrative data.
• Monitor reception and waiting areas to promote client comfort, safety, and timely service.
• Notify clinical staff promptly of client arrivals or emerging concerns.
• Professionally answer incoming telephone calls and determine caller needs.
• Route calls appropriately to nursing, providers, refill lines, crisis services, billing, clinical triage, or other departments.
• Retrieve answering service messages daily and distribute promptly.
• Accurately document telephone messages and ensure timely delivery.
• Exercise sound judgment when triaging urgent or sensitive calls.
• Maintain professionalism and confidentiality during all telephone interactions.
• Schedule, reschedule, and cancel client appointments.
• Assist providers with calendar management and scheduling requests.
• Provide appointment reminder calls and communicate scheduling changes.
• Coordinate appointment availability to maximize provider productivity and client access.
• Maintain accurate scheduling records within the electronic health record.
• Perform general administrative duties including: Typing, scanning, filing, copying, faxing, preparing correspondence, document management.
• Support special projects and departmental initiatives as assigned.
• Provide reception coverage for other locations during breaks, vacations, or staffing shortages.
• Participate actively in team meetings.
• Communicate important operational information during shift transitions.
• Support coworkers and contribute to continuous workflow improvement.
• Demonstrate flexibility in meeting changing operational needs.
• Demonstrate patience, empathy, and professionalism when interacting with individuals experiencing behavioral health challenges.

Requirements

MINIMUM QUALIFICATIONS

• High School Diploma or GED required.
• Minimum two (2) years of experience in an office, administrative support, customer service, or healthcare setting.
• Proficiency with Microsoft Office Suite (Word, Outlook, Excel).
• Strong computer and keyboarding skills.
• Excellent written and verbal communication skills.
• Strong organizational skills and attention to detail.
• Ability to multitask in a fast-paced healthcare environment.
• Ability to work independently and collaboratively.

PREFERRED QUALIFICATIONS

• Associate degree preferred.
• Experience in a Community Mental Health Center (CMHC) or healthcare setting.
• Experience using an Electronic Health Record (EHR), preferably myEvolv.
• Experience with behavioral health scheduling.
• Experience verifying insurance eligibility and collecting copayments.
• Familiarity with Medicaid, Medicare, and commercial insurance processes.
• Bilingual language skills preferred.