Lead Receptionist (Outpatient Behavioral Health) Oak Brook

Job Description

Job Description

Position Summary:

The Receptionist is a key member of the Relief Mental Health care team, responsible for creating a welcoming, professional, and efficient front desk experience for patients. This role supports patient flow, data accuracy, revenue integrity, and overall clinic operations while upholding HIPAA compliance and exceptional customer service standards.

Job Responsibilities:

• Supervise and support corporate receptionists, ensuring coverage and timely and accurate completion of receptions tasks

• Deliver compassionate support, attention, and assistance to all prospective and existing patients and families while ensuring compliance with all health care regulations, including HIPAA

• Answer and route all incoming calls, voicemails, emails and faxes at the corporate office to the appropriate department, staff and/or clinic

• Comfort patients by anticipating anxieties, effectively answering questions and escalating any concerns or issues to the appropriate staff when needed 

• Work alongside the Intake Department to screen and transfer new patient calls to the appropriate Contact Center Queue or Intake Coordinator based on patients’ interest/clinical needs 

• Maintain accurate documentation in the Receptionist Activity Log

• Greet patients upon arrival, follow check-in procedures and notify providers once patients are ready to be seen

• Confirm and update patient demographics and insurance information

• Ensure patients are accurately reflected in internal systems

• Run daily and weekly insurance verifications

• Identify and flag inactive insurance plans

• Collect patient copays, cash-pay balances, and cancellation fees 

• Communicate outstanding balances discreetly and professionally

• Provide and collect required paperwork and assessments

• Schedule or confirm follow-up appointments based on provider instructions

• Thank patients at checkout and provide clear next-step instructions

• Conduct appointment confirmation calls/texts

• Review upcoming schedules to identify gaps, errors, or double booking

• Follow cancellation, rescheduling and no-show policies and procedures and maintain clear communication with clinic staff when last minute changes are made to appointments/provider schedules

• Perform next day patient audits

• Perform clerical duties including but not limited to scanning, copying, faxing and uploading patient records, inputting authorization information and managing medical record requests

• Prepare treatment rooms and new patient paperwork alongside Clinical Assistants ahead of patient appointments

• Ensure reception area remains clean and inviting; restock coffee, tea and water as needed

• Maintain office inventory and equipment by anticipating supply needs and expediting supply orders

• Utilize Monday.com to track pending leads and patient communication

• Perform additional intake, reception or clerical tasks as needed or assigned by other departments

Qualifications:

• Experience in medical billing, benefits, or authorizations required

• High school diploma/GED required, Bachelor's degree preferred

• Prior experience in a medical, mental health, or customer service setting preferred

• Great communication and interpersonal skills and a strong affinity for customer service

• Excellent attention to detail, organizational ability and time-management skills

• Comfort using technology systems (EHR, scheduling platforms, Monday.com, insurance portals)

• Ability to manage multiple priorities in a fast-paced environment

• Professional, compassionate, and patient-centered demeanor