Front Desk Coordinator Behavioral Health Services

Job Title:

Front Desk Coordinator

• Behavioral Health Services Full Time
• Monday to Friday 10am
• 6:00pm Position Summary The Front Desk Coordinator serves as the first point of contact for patients, families, and visitors entering our drug and alcohol/mental health hospital.

This role is critical in ensuring a safe, welcoming, and recovery‑focused environment. The Coordinator supports the admissions process, facilitates communication across departments, maintains milieu safety, and provides compassionate support to individuals in crisis or seeking treatment. Key Responsibilities Admissions & Check‑In Greet patients in a calm, professional, and trauma‑informed manner. Process patient admissions, including verifying identification, collecting required documents, and completing the check‑in process. Obtain initial consent forms and ensure all required signatures and disclosures are completed accurately. Communicate admission status and logistics to clinical, medical, and administrative teams. Administrative & Clerical Support Answer and route incoming phone calls; provide clear and supportive communication to patients, families, referral sources, and staff. Maintain organized records, logs, and documentation in accordance with HIPAA and organizational policies. Assist with scheduling, data entry, and general office tasks to support smooth operations. Provide information about hospital procedures, visiting guidelines, and program expectations. Milieu Management & Patient Safety Monitor the front lobby and general milieu environment to ensure safety, comfort, and adherence to program rules. Maintain visual awareness of patient activity; alert staff to any concerns or behavioral changes. Support overdose awareness and early intervention protocols by observing patient presentation and reporting concerns immediately. Respond to emergencies using established hospital procedures (e.g., calling codes, coordinating emergency services). Patient Engagement & Support Ensure patients feel welcomed, respected, and supported throughout the admission process. Offer comfort measures such as water, blankets, or orientation to the environment. Assist patients in remaining engaged and calm while awaiting clinical assessment. Provide non‑clinical emotional support consistent with trauma‑informed care and de‑escalation practices. Qualifications High school diploma or equivalent required; associate's or bachelor's degree preferred. Prior experience in behavioral health, substance use treatment, medical reception, or human services strongly preferred. Excellent communication, customer service, and interpersonal skills. Ability to work in a fast‑paced environment with individuals who may be experiencing crisis, withdrawal, or emotional distress. Knowledge of HIPAA and patient confidentiality standards. Ability to remain calm, professional, and compassionate under pressure. Basic computer skills and comfort learning electronic health record (EHR) systems. Core Competencies Trauma‑informed and empathetic approach Strong attention to detail Crisis awareness and safety orientation Professionalism and confidentiality Team collaboration De‑escalation and boundary‑setting skills Work Environment Hospital setting with frequent patient interaction Exposure to individuals experiencing mental health symptoms, substance withdrawal, or emotional crisis Requires extended periods of sitting, standing, and communicating in person and by phone May involve occasional assistance during emergency procedures