Front Desk Receptionist

Position Overview: 
The Steven A. Cohen Military Family Clinic at Veterans Village of San Diego provides outpatient, evidence-based mental health services through a multidisciplinary team of behavioral health providers and case managers. Services are delivered in a clinical setting and are designed to 
address the unique needs of active-duty service members, post-9/11 veterans, and their families.
Under the general supervision of the Operations Manager, the Front Desk Receptionist supports front-office clinical operations. This role includes registering and scheduling clients within the electronic health record, triaging and routing incoming telephone calls, providing administrative support for billing services, obtaining and documenting insurance authorizations for care, and delivering professional, patient-centered customer service in accordance with clinic policies and procedures.

Responsibilities: 

• Serve as the primary receptionist for the Steven A. Cohen Military Family Clinic by welcoming clients, visitors, and staff and directing them appropriately in a courteous and professional manner.
• Establish work priorities, assess routine operational issues, and apply sound judgment to identify and implement effective solutions.
• Greet clients upon arrival and accurately collect, copy, and maintain photo identification and insurance documentation in accordance with clinic procedures.
• Maintain up-to-date knowledge of clinic programs, services, and community resources to support access to care and referrals.
• Communicate clearly and effectively, verbally and in writing, with individuals at all levels while maintaining professionalism, discretion, and confidentiality.
• Remain calm, composed, and professional when interacting with individuals who may be distressed, agitated, or experiencing crisis situations.
• Represent the clinic and organization positively in all interactions with clients, families, staff, funders, officials, and the general public.
• Provide cross-coverage and backup support to administrative staff to ensure continuity of front-office operations.
• Answer and appropriately route incoming telephone calls to staff, departments, or external agencies.
• Manage incoming and outgoing mail, including sorting, distribution, and coordination of daily mail pickup and delivery.
• Manage fax operations, including timely retrieval, sorting, and distribution to appropriate staff.
• Support managed care billing processes in collaboration with the Office Manager, including discussing insurance co-payments as appropriate.
• Maintain daily logs of accounts receivable and consumer payments and ensure timely processing.
• Serve as the primary point of contact for external courier services.
• Oversee day-shift cleaning patrol activities and provide assigned oversight support related to insurance coding and claims.
• Perform additional administrative and clerical duties as assigned.
• Maintain a professional appearance and demeanor at all times, demonstrating empathy and professionalism when interacting with clients and families under stress.

Qualifications: 

• Analytical skills, professional acumen, business ethics, thorough understanding of continuous improvement processes, problem solving, respect for confidentiality, excellent communication and presentation skills.
• Demonstrated strong verbal communication skills with the ability to manage a high volume of telephone calls in a calm, courteous, and professional manner.
• Proficient in typing, filing, and general administrative office functions with strong attention to accuracy and detail.
• Working knowledge of electronic health record (EHR) systems and the ability to maintain confidential clinical and administrative information.
• Computer proficient with experience using Microsoft Office applications, including Word, Outlook, Excel, and email systems.
• Willingness and ability to learn new systems, procedures, and job functions in a fast-paced clinical environment.
• Prior experience working with the military and/or veteran community or within related administrative or healthcare organizations preferred.
• Strong interpersonal, consultative, and conflict-resolution skills with the ability to maintain professionalism in sensitive or challenging situations.
• Ability to analyze routine administrative issues, identify appropriate solutions, and implement actions that support clinic goals and operational needs.
• Ability to communicate clearly and concisely, both orally and in writing, with clients, staff, and external partners.
• Ability to establish and maintain effective working relationships with diverse populations, including clients, advocacy groups, community partners, and governmental organizations.
• Intermediate proficiency in Microsoft Excel, email, and word processing applications.
• Ability to effectively use internet-based resources and online systems to support clinic operations and client services.
• Bachelor’s degree from an accredited college or university required.