Senior Front Desk Office Assistant and Intake Specialist

Epic Health Partners•Richmond, VA

46d

About The Position

The Senior Front Desk Office Assistant & Intake Specialist is responsible for overseeing front desk operations, providing administrative support, coordinating client intake processes, and ensuring exceptional customer service across the site. This role supports clinical and administrative staff by managing scheduling, verifying insurance, collecting required documentation, and ensuring efficient flow of individuals entering services. The Senior Front Desk Assistant serves as a lead resource for the administrative team and ensures compliance with HIPAA, DBHDS, DMAS, and organizational standards.

Requirements

High school diploma or equivalent required.
2+ years of experience in administrative, healthcare, front desk, or customer service roles.
Experience working in behavioral health, medical office, or human services setting strongly preferred.
Proficiency in Microsoft Office and ability to learn new software quickly.
Strong understanding of HIPAA regulations.
Knowledge of office procedures, administrative workflows, and customer service practices.
Knowledge of HIPAA, confidentiality policies, and professional communication etiquette.
Knowledge of basic insurance terminology and behavioral health intake processes.
Strong communication and interpersonal skills.
Excellent organizational, time-management, and multitasking abilities.
Skilled in handling high call volumes and fast-paced environments.
Strong computer skills including data entry, scheduling, and documentation.
Problem-solving and conflict resolution skills with a calm, professional approach.
Ability to maintain professionalism under pressure or during crisis situations.
Ability to interact with individuals experiencing mental health or substance use challenges.
Ability to maintain strict confidentiality with sensitive information.
Ability to follow protocols, prioritize tasks, and work independently.
Ability to train, support, and mentor front desk staff.

Nice To Haves

Associate degree or certificate in Office Administration, Human Services, or related field.
Experience with EHR systems (PIMSY preferred).
Experience with insurance verification, prior authorizations, or billing support.
Previous experience in a lead or senior administrative role.

Responsibilities

Serve as the first point of contact for individuals, families, staff, and visitors entering the facility.
Provide excellent customer service through greeting, triaging needs, answering calls, and maintaining a professional and welcoming environment.
Manage multi-line phone system, direct calls, take messages, and schedule appointments accurately.
Ensure the lobby and reception areas are clean, organized, and compliant with safety and privacy guidelines.
Complete client intake process including registration, consent forms, HIPAA paperwork, and demographic verification.
Assist with scheduling first appointments and coordinating with clinical teams for assignment.
Verify insurance coverage, obtain authorizations (when applicable), and collect copays or fees.
Ensure all required documentation is completed before admission into services.
Enter accurate information into the EHR system (PIMSY or similar).
Maintain daily logs, sign-in sheets, appointment calendars, and service schedules.
Support clinical staff with document preparation, file uploads, and routing information.
Assist with scanning, filing, faxing, copying, and distributing documentation.
Prepare daily reports such as no-show lists, call logs, and intake tracking.
Support Site Manager with administrative tasks and special projects as assigned.
Serve as the senior/lead administrative staff member, assisting in training new front desk staff.
Provide guidance and serve as a resource for problem-solving and workflow support.
Participate in quality improvement efforts, including reviewing processes for efficiency.
Assist in coverage planning for lunches, breaks, PTO, and multi-site support.
Assist in monitoring compliance with office procedures, visitor logs, and emergency protocols.
Protect all PHI and maintain confidentiality per HIPAA and company policy.
Ensure all intake forms, insurance verifications, and records are completed and uploaded timely.
Follow DBHDS and DMAS requirements for intake documentation and service eligibility.
Report safety concerns, unusual incidents, or complaints to the Site Manager.
Assist with office inventory, ordering supplies, and ensuring equipment is functioning.
Support staff and individuals during crises by contacting clinical supervisors or emergency responders as needed.
Assist with special events, audits, or site inspections.
Perform other related duties as assigned.