Front Desk Specialist & Behavioral Health Milieu Coordinator

OUTSIDE IN•Portland, OR

48d•$25 - $28•Onsite

About The Position

The Front Desk Specialist & Behavioral Health Milieu Coordinator plays a dual role in supporting both Behavioral Health (BH) and Assertive Community Treatment (ACT) program operations. This position provides trauma-informed, patient-centered customer service at the front desk, coordinates clinic flow, supports crisis response, and maintains a safe, therapeutic milieu for clients accessing behavioral health services. The role serves as a central communication hub among clinical staff, ACT team members, and clients, ensuring smooth access to care, efficient scheduling, and real-time support for individuals with complex behavioral health needs. This position interacts daily with individuals experiencing mental health crises, substance use disorders, houselessness, and high social complexity, requiring strong de-escalation skills, a calm presence, empathy, and firm boundary-setting.

Requirements

Knowledge of community-health-center and FQHC operations, including HRSA, OHA, PCMH, PCPCH, and CARF standards.
Understanding of integrated medical, behavioral-health, and social-service systems.
Knowledge of billing, coding, and compliance workflows in primary-care and behavioral-health settings.
Familiarity with electronic health-record systems (Epic, Athena, or similar).
Knowledge of infection-control, quality-improvement, and safety practices.
Understanding of healthcare administration, budgeting, and process improvement.
Proficient use of Microsoft Office programs, including Word, Excel, and Outlook.
Proficient in Health Information Technology systems, including running and analyzing reports.
Ability to establish rapport and gain the confidence of team members, patients, peers, administrators, and staff.
Ability to support the team concept, including through program design and development.
Openness to change and willingness to lead change within the organization.
Excellent organizational, prioritization, and time-management abilities.
Effective communicator with strong interpersonal and conflict-resolution skills.
Proficiency in analyzing operational data and implementing process improvements.
Skilled in problem-solving, decision-making, and collaboration across disciplines.
Commitment to diversity, equity, inclusion, and trauma-informed care.
Bachelor’s degree or higher in healthcare administration, public health, business administration, or a related field preferred.
Experience working in a Federally Qualified Health Center (FQHC) or integrated community-health setting.
Familiarity with OCHIN Epic, Athena, or comparable EHR systems.

Nice To Haves

Familiarity with Epic and Tableau is preferred.
Lean Six Sigma or PDSA process-improvement experience.
Bilingual (English/Spanish) preferred.

Responsibilities

Maintain a safe, welcoming, and therapeutic environment in the Behavioral Health waiting and common areas.
Provide supportive engagement, rapport-building, and basic needs assistance (e.g., water, orientation to space).
Monitor client behavior for safety concerns; promptly notify clinical staff of escalations or risk indicators.
Use trauma-informed de-escalation techniques and follow crisis response protocols in collaboration with licensed providers and ACT clinicians.
Assist clients in navigating services, including Behavioral Health, Medical, SUD services, ACT, and social services.
Support ACT clients with drop-in needs such as appointment reminders, care coordination, and communication with ACT team members.
Assist with transitions between services, escort clients when necessary, and support mobility or accessibility needs.
Serve as the first point of contact for BH and ACT patients via phone, walk-ins, and scheduled appointments.
Check in clients using the electronic health record scheduling system; confirm demographics, insurance, consents, and required documentation.
Answer the phone.
Coordinate with staff to ensure accurate scheduling of appointments.
Support organizational initiatives, emergency-response efforts, and quality-improvement projects.
Perform other duties as assigned.