Job Description
Job Description
Front Desk & Client Experience
- Greet clients, families, staff, and visitors in a warm and professional manner.
- Answer and direct incoming phone calls, emails, and other communications.
- Check clients in and out and maintain accurate attendance records.
- Provide excellent customer service to families and caregivers.
- Maintain a clean, organized, and welcoming reception area.
- Assist families with general questions and direct clinical or insurance-related questions to the appropriate staff member.
Scheduling & Coordination
- Create and maintain daily, weekly, and monthly therapy schedules.
- Coordinate appointments between clients, families, RBTs, BCBAs, and other members of the clinical team.
- Schedule initial appointments, ongoing therapy sessions, meetings, assessments, and other services.
- Monitor cancellations, absences, late arrivals, and schedule changes.
- Fill open appointment times and help maximize staff and client schedules.
- Communicate schedule changes promptly to families and staff.
- Maintain accurate scheduling information in the company's scheduling or electronic records system.
Administrative Support
- Maintain accurate client and staff records.
- Assist with intake and onboarding paperwork.
- Ensure required forms and documents are received and properly filed.
- Assist with scanning, copying, filing, data entry, and other administrative duties.
- Communicate with parents/guardians regarding appointments, paperwork, and scheduling needs.
- Assist the office manager and clinical leadership with administrative projects as needed.
Compliance & Confidentiality
- Maintain strict confidentiality of client and family information.
- Follow HIPAA and all applicable privacy and confidentiality requirements.
- Follow facility policies and procedures related to client safety, documentation, attendance, and communication.
- Handle sensitive family and client information professionally and appropriately.
Qualifications
- High school diploma or equivalent required.
- Previous experience in a front desk, scheduling, administrative, healthcare, medical, behavioral health, or customer service position preferred.
- Excellent verbal and written communication skills.
- Strong organizational and time-management skills.
- Comfortable using computers, email, calendars, and scheduling software.
- Ability to multitask and prioritize in a busy environment.
- Professional, friendly, patient, and compassionate demeanor.
- Strong attention to detail and accuracy.
- Ability to work effectively with children, parents, caregivers, and clinical staff.
- Ability to maintain confidentiality and handle sensitive information appropriately.
- ABA experience is a plus.