Administrative Assistant (Front Desk)

RENAISSANCE BEHAVIORAL HEALTH•Cleveland, OH

2d•Onsite

About The Position

The Administrative Assistant (Front Desk) is the first point of contact for clients, families, and visitors at Renaissance Behavioral Health. The position manages front desk operations, client check-in and scheduling, telephone and message triage, and administrative support to clinical and executive teams while maintaining a welcoming, trauma-informed, and confidential environment appropriate to an outpatient behavioral health setting. The role also supports medical records and intake processes, handles mail, faxes, and records requests in accordance with HIPAA and 42 CFR Part 2, maintains office supplies, and assists with front-end payment activities. Regular on-site presence during business hours is required.

Requirements

High school diploma or GED.
At least one year of front desk, administrative, or customer service experience.
Proficiency with standard office software and ability to learn the electronic health record system.
Ability to maintain strict confidentiality and professional boundaries in a behavioral health setting.
Warm, calm, and professional interpersonal presence, including with clients in distress.
Strong organizational skills, attention to detail, and accurate data entry.
Ability to manage multiple tasks with frequent interruptions.
Clear verbal and written communication.
Understanding of, or willingness to be trained in, HIPAA, 42 CFR Part 2, trauma-informed customer service, and de-escalation basics.
Ability to meet the physical requirements of the position, including occasional lifting of up to 25 pounds.

Nice To Haves

Associate degree or administrative/medical office coursework.
Experience in a behavioral health setting.

Responsibilities

Greet and check in clients, families, and visitors professionally and courteously; manage the waiting area with attention to client dignity and privacy.
Answer, triage, and route incoming calls; take accurate messages and relay them promptly to appropriate staff.
Monitor visitor access in accordance with facility safety procedures and notify appropriate staff of safety concerns.
Schedule, confirm, reschedule, and cancel client appointments in the electronic health record system.
Conduct appointment reminder calls and document outreach attempts.
Notify clinical staff of client arrivals, late arrivals, and no-shows; support no-show follow-up processes.
Collect and verify client demographic and insurance information at check-in; scan and upload documents to client records.
Support completion of intake packets and consent forms, and distribute required screenings as directed.
Process incoming and outgoing mail, faxes, and records requests in accordance with HIPAA and 42 CFR Part 2.
Maintain office supply inventory and place approved orders.
Provide clerical support to executive and clinical teams, including copying, filing, and document preparation.
Collect co-pays and client payments as applicable, issue receipts, and accurately document transactions.
Flag insurance eligibility or coverage questions for the billing department.
Maintain strict confidentiality of client information, complete required trainings, and comply with RBH policies and applicable standards.