Front Office Coordinator

KANZA MENTAL HEALTH & GUIDANCE CENTER, INC.

POSITION TITLE: Front Office Coordinator – Holton
REPORTS TO: Holton Office Manager
DIRECT REPORTS: None
FLSA STATUS: Non-Exempt; Full-Time; Employment-at-Will Position
WORK SCHEDULE: 1.0 FTE; 40 Hours per Week; Monday–Friday
PRIMARY LOCATION: Holton Office – Holton, Kansas

PURPOSE

The Front Office Coordinator is responsible for managing day-to-day front desk and administrative operations at Kanza Mental Health & Guidance Center’s Holton office. This position serves as an important first point of contact for clients, families, visitors, and community partners and is responsible for providing professional, compassionate, and confidential customer service.

Primary responsibilities include greeting and checking in clients, scheduling appointments, maintaining client demographic and administrative information, assisting with insurance verification, managing incoming communications, and providing administrative support to clinical and medical staff. The Front Office Coordinator must demonstrate strong organizational, communication, multitasking, and interpersonal skills and maintain confidentiality at all times.

The primary office location for this position is Kanza Mental Health & Guidance Center’s Holton, Kansas office. However, based on staffing, training, meetings, client needs, coverage, or other organizational and operational needs, the employee may be required to travel to and work from Kanza’s Hiawatha, Kansas office as needed.

ESSENTIAL JOB FUNCTIONS

1. Patient Reception and Check-In: Greet clients, families, and visitors warmly and professionally and check clients in for appointments. Obtain and update demographic information as needed. Obtain required information from new clients and inform them of the Same Day Access procedure. Open new client charts in the Electronic Medical Record (EMR) and enter appropriate data. Obtain client electronic signatures on required documentation, including treatment plans or plans of care, releases of information, finance agreements, sliding scale fee documents, and other forms as needed. Review and update Releases of Information and Finance Agreements annually or as required.
2. Appointment Scheduling: Schedule, reschedule, and cancel client appointments as needed. Update Outpatient and Medical Services staff schedules accordingly for client appointments. Enter appropriate general notes in the EMR regarding no-shows, cancellations, or other relevant scheduling information.
3. Administrative Support: Answer incoming telephone calls and direct callers to the appropriate staff member or voicemail. Assist with filing, scanning, and maintaining client records. Prepare and distribute necessary paperwork to clients and clinicians. Handle incoming and outgoing correspondence and mail. Type letters, forms, and other documents for staff as reasonably requested. Check office phone messages and emails and route information appropriately.
4. Insurance and Billing Support: Verify client demographic and insurance information upon check-in. Obtain copies of current insurance cards and a driver’s license or other identification as applicable. Assist with general billing inquiries within the scope of the position and coordinate with the Front Office, Billing, or other appropriate staff as needed.
5. Customer Service: Provide compassionate, courteous, and professional service to clients and their families. Answer client questions when appropriate or direct them to the staff member who can best assist them. Address client concerns and complaints in a professional manner and notify the appropriate supervisor or staff member when additional assistance is needed. Maintain client and staff confidentiality and comply with HIPAA, 42 CFR Part 2, Kanza policies, and other applicable confidentiality requirements.
6. Office Operations: Open the office for the day, including unlocking designated exterior doors, turning on lights, starting computers and necessary office equipment, and checking phone messages and emails. Maintain supplies, forms, and materials needed for new client charts, emergency documentation, and normal office operations. Report building maintenance, safety, or operational concerns to the supervisor. Maintain a clean, organized, professional, and welcoming front office and waiting room. When responsible for closing the office, follow established closing procedures, including checking designated exterior doors, turning off lights and sound machines, and ensuring applicable appliances and equipment are turned off before leaving the building.
7. Travel and Multi-Site Support: Maintain the Holton office as the primary assigned work location. Travel to and work from the Hiawatha, Kansas office as needed to support staffing, training, meetings, client services, coverage, and other organizational or operational needs. Travel to other Kanza locations may also be required when reasonably assigned.
8. Other Duties: Perform other duties as reasonably assigned based on client, departmental, and organizational needs.

The statements contained herein describe the scope of responsibility and essential functions of this position but should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including working in other areas or Kanza locations to cover absences, provide relief, equalize peak work periods, or otherwise balance organizational workload.