Outpatient Receptionist

Job Description

Job Description

Description:

Join an Award-Winning Team!  Isaiah House is proud to be recognized as Kentucky’s #1 Residential Addiction Treatment Center in Newsweek’s America’s Best Residential Addiction Treatment Centers 2026 ranking.  

This recognition reflects our commitment to providing compassionate, evidence-based addiction treatment and helping individuals build a foundation for lasting recovery. 

Come for the career. Stay for the mission. Change lives along the way.

Isaiah House is a nonprofit, Christ-centered addiction recovery organization serving individuals and families across Kentucky. We provide evidence-based, holistic care through a full continuum of services, from residential treatment to outpatient services and recovery support.  

We are seeking a friendly, dependable, and detail-oriented Outpatient Receptionist to join our team at our Real Hope Beaviorial Health Facility in Louisville .This position plays an important role in creating a welcoming, professional, and supportive environment for clients, visitors, and staff.

The Outpatient Receptionist serves as the first point of contact for clients, visitors, and staff while providing administrative and clerical support to daily office and clinical operations.

This position is responsible for greeting clients, answering phones, scheduling appointments, maintaining accurate client information, assisting with intake paperwork, and supporting patient services. The Receptionist works closely with clinical, medical, and administrative staff to ensure efficient office operations and a positive client experience.

The ideal candidate is organized, professional, compassionate, and comfortable working in a fast-paced behavioral health and addiction recovery environment.

Front Desk & Administrative Support

• Greet and welcome clients, visitors, and staff in a friendly and professional manner.
• Answer, screen, and direct incoming phone calls and respond to general inquiries.
• Schedule, confirm, and manage client appointments and daily schedules.
• Maintain a clean, organized, and welcoming reception area.
• Receive, sort, and distribute mail, deliveries, and office correspondence.
• Perform general administrative duties, including filing, scanning, copying, and maintaining records.
• Follow visitor check-in procedures and facility safety and security guidelines.
• Provide administrative support to office management and other departments as needed.

Client Services & Documentation

• Assist clients with completing intake forms, registration paperwork, and other required documents.
• Verify and update client demographic, identification, and insurance information at each visit.
• Accurately enter and maintain client information in the Electronic Medical Record (EMR) system.
• Maintain confidentiality of client information in accordance with HIPAA, applicable privacy laws, and organizational policies.
• Communicate professionally and compassionately with clients, families, and treatment team members.

Clinical & Program Support

• Assist authorized staff with urine drug screening (UDS) processes in accordance with training and established procedures.
• Complete daily UDS audits and verify that required client information is accurately documented on requisitions.
• Maintain daily collection logs and submit completed documentation to the Office Manager by the end of each business day.
• Track group attendance and provide updated group rosters to the Office Manager weekly.
• Assist with monitoring and documenting client compliance with Intensive Outpatient Program (IOP), Medication-Assisted Treatment (MAT), and behavioral agreements.
• Communicate documentation concerns, scheduling issues, and client needs to the appropriate staff.

Essential Skills & Abilities

• Communication: Communicate clearly, professionally, and respectfully with clients, visitors, and coworkers.
• Customer Service: Provide a welcoming and supportive experience while responding to client needs.
• Organization: Maintain accurate records, manage schedules, and prioritize daily responsibilities.
• Attention to Detail: Ensure client records, insurance information, and required documentation are complete and accurate.
• Adaptability: Adjust to changing priorities and work effectively in a fast-paced environment.
• Teamwork: Work cooperatively with medical, clinical, and administrative staff.
• Problem-Solving: Identify concerns, take appropriate action, and seek assistance when needed.
• Confidentiality: Protect sensitive client and organizational information.

Key Performance Indicators (KPIs)

Performance in this position will be measured by the following responsibilities:

1. Accurate Client Information: Ensure client identification, demographic, and insurance information is verified and accurately entered into the EMR at each visit.
2. Appointment Management: Maintain accurate daily schedules, coordinate appointments, and communicate scheduling changes promptly.
3. UDS Documentation: Complete daily UDS audits and ensure all required information on screening requisitions is accurate and complete.
4. Collection Logs: Complete and submit daily collection logs to the Office Manager by the end of each business day.
5. Group Attendance: Maintain accurate attendance records and provide updated group rosters to the Office Manager weekly.
6. Client Compliance Tracking: Assist with monitoring and documenting client participation and compliance with IOP, MAT, and behavioral agreements.
7. Documentation & Confidentiality: Maintain complete, timely, and confidential client records in accordance with organizational policies and applicable regulations.
8. Client Experience: Provide professional, respectful, and timely assistance to clients, visitors, and staff.

Required:

• High school diploma or equivalent.
• Strong communication, customer service, and organizational skills.
• Proficiency in Microsoft Office (Word, Excel, Outlook) and standard office equipment.
• Ability to multitask, prioritize responsibilities, and maintain accurate records in a fast-paced environment.
• Professional, dependable, and adaptable with strong attention to detail.
• Ability to maintain confidentiality and interact with clients, visitors, and staff with compassion and respect.
• Ability to work independently and as part of a team.

Preferred:

• Previous experience in reception, customer service, or administrative support.
• Experience in healthcare, behavioral health, or addiction recovery settings.
• Familiarity with Electronic Medical Records (EMR), patient scheduling, and insurance verification.
• Knowledge of HIPAA and patient confidentiality requirements.
• Additional education or certification in office administration or a related field.

  Physical Requirements & Work Environment 

Candidates must be able to perform the essential functions of the position, with or without reasonable accommodation, including:

• Sit, stand, and walk throughout the workday.
• Use a computer, telephone, printer, scanner, and other standard office equipment.
• Perform repetitive tasks such as typing, filing, and data entry.
• Communicate effectively in person, by telephone, and through electronic systems.
• Occasionally lift, carry, or move office supplies and materials.
• Work in a busy office and clinical environment with frequent interruptions and changing priorities.
• Maintain professionalism and respond appropriately when interacting with clients who may be experiencing emotional distress or challenging situations.