Receptionist

Receptionist at Center for Resiliency and Wellness At Greenwich House, we believe in empowering communities through transformative programs, we offer more than a job we offer a mission. When you work with us, you become part of a passionate, collaborative team committed to making a difference in people's lives. Every initiative, class, and outreach effort we deliver is fueled by a shared commitment to equity and compassion. Founded in 1902 as a settlement house aimed at supporting New York City's growing immigrant population, Greenwich House has since evolved into a dynamic nonprofit organization dedicated to fostering wellness, creativity, and connection across the city. Today, Greenwich House offers a diverse range of programs in health, human services, education, and the arts, serving thousands of New Yorkers each year. The Receptionist at Center for Resiliency and Wellness (CRW) plays a key role at a NYS OMH Article 31 licensed behavioral health clinic, serving mentally ill individuals ages 3 years to 100+ years, GLBTQ+ affirmative, within a trauma-informed, harm reduction environment. This position requires someone who is patient, compassionate, and professional. The Receptionist serves as the face of the clinic, providing essential administrative support while helping create a welcoming, organized, and supportive environment for everyone who walks through the door. Many of the individuals we serve are dually diagnosed with mental illness and substance use disorder and suffer from co-occurring chronic illness, all of which impacts their ability to interact with others in a way that is in their best interest. This is an exciting opportunity for someone who is passionate about people and wants to be part of a mission-driven organization making a lasting impact in New York City. Responsibilities Greet check-in clients and caregivers in a professional, warm, and welcoming manner. Maintain a calm, organized waiting room environment. Provide basic directions, forms, and general information about clinic services. Verify client identity and appointment details at each visit. Confirm no changes to insurance coverage at every check-in and update records as needed. Collect co-pays at every visit and provide receipts. Ensure completion of required forms (intake updates, consents, signatures), offering assistance to clients who appear to need it in a respectful, non-demeaning way. Provide basic telehealth connection support, including login assistance and simple troubleshooting, directing unresolved technical issues to appropriate staff. Confirm scheduled appointments and check clients in/out. Handle simple scheduling tasks (confirming existing appointments, entering one-time changes when directed by a provider), deferring complex scheduling needs to the Scheduler. Answer calls in a positive, professional tone and respond to routine inquiries (hours, directions, appointment confirmations). Take clear, accurate written messages, reading them back to the caller to confirm. Route calls and requests appropriately to the Scheduler for scheduling issues or the Patient Advocate for complaints, service concerns, and escalations. Identify when a concern goes beyond front desk scope and provide reassurance while redirecting appropriately, without sharing frustration with the patient. Document and relay issues for follow-up to the appropriate staff member, continuing until confirmation of receipt, rather than attempting to resolve clinical, administrative, or systemic issues independently. Scan/file documents and maintain accurate front desk records, supporting general front desk organization as directed. Maintain HIPAA compliance and professional boundaries at all times, including no personal cell phone use while working. Monitor the waiting area for urgent health and safety concerns, notify clinical staff as needed, and follow established de-escalation protocols. Manage high-volume after-school/after-work traffic and serve as the primary front desk presence after 5pm, logging and following up on issues requiring next-business-day attention. Conduct end-of-day closure: walk through treatment rooms (power down computers, restore order, return play therapy items), restock front desk and copier supplies, organize common areas, clear all visible PHI, and confirm the clinic is empty and secure before leaving. What You'll Bring High school diploma required (associate/bachelor's preferred); 12 years front desk/administrative/customer service experience, preferably in healthcare or behavioral health. Basic computer proficiency, including EHR systems, scheduling platforms, and Microsoft Office, with accuracy in data entry and documentation. Strong organizational and multitasking skills in a fast-paced environment. Excellent verbal communication and phone etiquette, with a calm, welcoming, patient-centered demeanor at all times. Ability to interact effectively with individuals across the lifespan (children, adolescents, adults, and older adults) and their caregivers Understanding of, or ability to learn, HIPAA and confidentiality requirements, handling sensitive information with discretion. Sound judgment in triaging issues, knowing when to handle independently versus escalate to the Scheduler or Patient Advocate. Demonstrated professionalism, reliability, and punctuality. Ability to work independently, especially after 5pm with limited supervisory support, including strong attention to detail for end-of-day closure and next-day readiness. Bilingual preferred (especially Spanish or other languages relevant to the community). Employment Details Location: Onsite. 623 Broadway, New York, NY 10012 Schedule: Monday-Friday, 2:30 pm -7:30 pm FLSA Classification: Exempt Reports To: Director of Admissions Union Representation: Non-Union Salary Range The expected hourly rate for this position is $25.00-$27.00/hour. This range reflects the anticipated compensation at the time of this posting and may be adjusted based on experience, education, and organizational needs. Benefits Greenwich House is committed to supporting the well-being of our employees as a key part of delivering a strong overall workplace experience. Full time employees are eligible for various benefits, including medical/dental/vision insurance, 403(b) plan, generous paid time off, and other benefits in accordance with applicable plan documents. Employees also enjoy exclusive perks and discounts for Greenwich House programs and services, including classes, lessons, and events. Benefits for Union represented employees will be in accordance with the applicable collective bargaining agreement. Equal Employment Opportunity & Accessibility Greenwich House is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, veteran's status, disability, or any other characteristic protected by applicable law. We are also committed to providing reasonable accommodations to qualified individuals with disabilities to ensure they can successfully perform the essential functions of their roles. If you require assistance or an accommodation during the application or interview process, please contact us.