Front Office Specialist lll

What You Will Do

As a Front Office Specialist III, you will serve as the welcoming and informed first point of contact for clients, staff, and community partners. You will perform a wide range of customer service and administrative duties that require high attention to detail, initiative, and an understanding of both front-line service delivery as well as regulatory compliance. Your role will bridge direct client interaction with backend documentation and quality improvement-ensuring that front office operations are client-centered, accurate, and aligned with state and federal mandates.

You will help maintain a trauma-informed, culturally responsive atmosphere implementing and monitoring workflows and processes.

Responsibilities

• Provide a warm, respectful, and professional welcome to all clients and visitors; create a safe and confidential space aligned with trauma-informed principles.
• Respond to inquiries and resolve or escalate client concerns, ensuring they are connected with the correct programs or clinicians.
• Coordinate and schedule appointments using Electronic Health Record (EHR) and calendar systems; maintain accuracy of data entry and timeliness of reminders.
• Verify client insurance, update client information, and ensure accurate entry into EHR and related systems.
• Ensure all forms, screenings, and authorizations are completed, tracked and reported according to timelines and requirements.
• Identify process gaps in front office workflows and propose solutions or system improvements.
• Maintain knowledge of agency programs and state/federal reporting requirements that affect front-end client interactions.
• Participate in daily team huddles and access/clinical meetings; represent the front office in multidisciplinary conversations about service delivery.
• Use RingCentral and other multi-line phone systems with confidence and professionalism.
• Provide backup for other front office roles and participate in rotating coverage responsibilities.
• Support crisis response protocols by rapidly connecting individuals with designated clinician or crisis personnel.
• Prepare telehealth setups, coordinate conference room use, and assist with technology readiness for appointments.
• Perform administrative tasks such as filing, scanning, routing mail, and maintaining office supply inventory.

Data Tracking and Care Navigation

• Monitor and track key data points including access timelines, appointment follow-through, payer details, and authorization statuses.
• Accurately document client interactions, referral pathways, and service coordination in the EHR (e.g., OCHIN).
• Support internal and external reporting requirements by maintaining up-to-date and complete client records.
• Collaborate with clinical and administrative teams to ensure consistent application of compliance workflows.
• Regularly review front office workflows for gaps or inefficiencies and recommend improvements that align with compliance goals.

Skills and Abilities

• Excellent interpersonal and customer service skills, especially in high-stress situations or with vulnerable populations.
• Strong attention to detail; able to catch and correct data entry or scheduling discrepancies independently.
• Proficiency in EHR systems (OCHIN preferred), Google Workspace, and Microsoft Office (heavy emphasis on spreadsheets).
• Ability to understand, interpret, and apply state and federal programmatic requirements, including privacy and documentation standards.
• Strong communication skills in both verbal and written formats; able to tailor tone and content to diverse audiences.
• Demonstrated ability to suggest and implement process improvements.
• Cultural humility and trauma-informed communication skills.
• Able to de-escalate stressful encounters while maintaining professional boundaries.
• Comfortable with change and able to learn new tools and protocols quickly including but not limited to emerging health technology and AI.

Qualifications

• High School Diploma or GED required; associate degree or higher preferred.
• Minimum 5 years of experience in a front office, customer service, or administrative role-preferably in healthcare, behavioral health, or human services.
• Familiarity with trauma-informed care and serving individuals with mental health needs.
• Prior experience working with electronic health records and multi-line phone systems.
• Ability to pass criminal background check and drug screening.
• Valid driver's license and ability to travel to offsite locations as needed.
• Willingness to work occasional weekends and extended hours during peak periods or emergencies.