Front Desk Representative

Front Desk Representative

Position Title: Front Desk Representative

Department: Administrative Support

Reports To: Clinic Administrator

Position Summary

The Front Desk Representative serves as the first point of contact for clients, families, visitors, and staff at Behavior Network. This role provides consistent front desk coverage, delivers exceptional customer service, coordinates client communications and scheduling, and supports day-to-day office administration. The ideal candidate is organized, compassionate, dependable, detail-oriented, and committed to creating a welcoming and efficient clinic environment.

Essential Duties and Responsibilities

Front Desk & Client Services

• Greet and assist clients, families, visitors, and vendors in a professional and welcoming manner.
• Answer and direct incoming phone calls, emails, and inquiries.
• Schedule, confirm, and reschedule client appointments as needed.
• Maintain client attendance records and communicate schedule changes to clinical staff.
• Verify client demographics, insurance information, and required documentation.
• Manage client check-in and check-out procedures.
• Maintain a clean, organized, and professional reception area.
• Assist with intake paperwork and onboarding of new clients and families.
• Provide dependable reception coverage during assigned hours and coordinate coverage needs with clinic leadership.

Administrative & Office Support

• Maintain electronic health records (EHR) and client files with accuracy and confidentiality.
• Process incoming and outgoing documents, faxes, and correspondence.
• Support billing, insurance verification, and authorization processes as assigned.
• Prepare reports, spreadsheets, and administrative documentation.
• Assist with office supply inventory and ordering.
• Support clinic operations and special projects as needed.
• Organize front office forms, files, mail, and shared administrative resources.
• Assist with meeting preparation, printing, scanning, and routine office coordination.

Employee Engagement & Culture Support

• Support employee engagement initiatives that promote a positive, collaborative, and client-focused workplace culture.
• Assist with planning and coordinating employee recognition programs, celebrations, staff appreciation events, and clinic morale activities.
• Help welcome new employees and contribute to a positive onboarding experience.
• Maintain employee communication boards, announcements, and engagement materials within the clinic.
• Collaborate with leadership to gather employee feedback and support engagement initiatives that improve retention and team satisfaction.
• Encourage a welcoming and supportive environment for employees, clients, and families.
• Participate in clinic events, community outreach activities, and staff meetings as requested.

Compliance & Confidentiality

• Maintain compliance with HIPAA, clinic policies, and applicable state and federal regulations.
• Ensure confidential handling of client and employee information and records.
• Promptly escalate front desk, client service, or administrative concerns to appropriate leadership.
• Participate in required training and compliance activities.