Job Description

The Office Assistant is a key member of our front office team, responsible for creating a welcoming, supportive, and professional experience for individuals seeking services. This role serves as a primary point of contact for clients, families, visitors, and referral sources, ensuring a positive experience from initial inquiry through ongoing engagement. The Office Assistant coordinates intake and scheduling activities, verifies insurance and documentation, supports referral processes, and provides administrative support to promote efficient access to care. The ideal candidate is customer-focused, organized, and passionate about connecting individuals with services while helping maintain a high-quality client experience.

Essential Duties & Responsibilities

• Deliver exceptional customer service by greeting clients, answering phones, responding to inquiries, and creating a welcoming environment.
• Schedule intakes, assessments, appointments, and follow-up services to support timely access to care.
• Monitor waiting room flow and communicate client arrivals and needs to clinical staff.
• Collect copays and ensure accurate completion and entry of information into the electronic health record (EHR).
• Support front office operations by maintaining records, scanning, filing, faxing, data entry, and document management.
• Assist with reporting, tracking front office metrics, and identifying opportunities to improve client experience and operational efficiency.
• Build positive relationships with clients, community partners, and referral sources while promoting organizational services.
• Support service recovery efforts by addressing concerns professionally and escalating issues when appropriate.
• Maintain confidentiality and ensure compliance with HIPAA, DBHDS, DMAS, and organizational policies.
• Participate in quality improvement initiatives and perform other related duties as assigned.

Qualifications

• Minimum two (2) years of experience in customer service, administrative support, healthcare, behavioral health, or a related field.
• Proficiency in Microsoft Office applications and the ability to learn electronic health record (EHR) systems.
• Strong customer service skills with the ability to communicate professionally and effectively with clients, families, referral sources, and team members.
• Excellent organizational, time management, and problem-solving skills with the ability to manage multiple priorities in a fast-paced environment.
• Experience with client intake, scheduling, insurance verification, referrals, patient access, or front office operations preferred.
• Ability to maintain confidentiality and comply with HIPAA and other applicable regulations.
• Demonstrated ability to build positive relationships and contribute to a welcoming, client-centered environment.
• Experience in behavioral health, healthcare, or human services settings preferred.

Benefits

This full‑time position offers a comprehensive benefits package designed to support employee well‑being and long‑term professional growth, including:

• Health, dental, and vision insurance
• Paid time off and paid holidays
• Retirement plan options
• Ongoing training and professional development

Work Schedule & Location

This position is based onsite at our Richmond, Virginia office and requires regular in-person attendance. The standard work schedule is Monday through Friday, 8:30 a.m. to 5:00 p.m. Occasional flexibility may be required to meet operational needs, attend training, or support special events.

Physical Requirements

• Ability to sit, and stand for extended periods.
• Ability to use a computer, phone, copier, and other office equipment.
• Ability to occasionally lift up to 15-25 pounds.

About Epic Health Partners:

Epic Health Partners is a behavioral health organization dedicated to providing high‑quality, person‑centered care for individuals navigating substance use and mental health challenges. We deliver services rooted in evidence‑based, trauma‑informed, and recovery‑oriented practices. Our team is committed to professionalism, accountability, and collaboration—supporting both the people we serve and the staff who serve them. As Epic continues to grow, we remain focused on building strong teams, developing staff, and creating sustainable programs that reflect our values and standards of care.