Front Desk Care Coordinator

Reports to: Referrals Specialist
FLSA Status: Non-exempt

Position Summary:
The Front Desk Care Coordinator is the welcoming face of The Well’s outpatient clinic, often serving as the first point of contact for clients, community partners, and visitors. This position plays a vital role in ensuring access, engagement, and connection by creating a calm, person-first environment that reflects The Well’s mission. The ideal candidate is warm, organized, approachable, and deeply invested in making every client feel seen, heard, and valued from the moment they walk in. In addition to administrative and reception duties, this role includes direct client support responsibilities such as outreach, crisis de-escalation, problem-solving, resource connection, and referral coordination. As a CCBHC-designated clinic, The Well emphasizes accessibility, timely care, coordination across systems, and holistic support, principles the Front Desk Care Coordinator brings to life every day. This is a full-time, in-person position based at The Well’s outpatient office in Norfolk.

Core Values:
• Show Up with Generosity: We approach our work with a spirit of giving, offering our time and resources to ensure the success of our team and each individual client we serve.
• Check the Ego: We value humility and teamwork over personal ambition; we work collaboratively to achieve our goals.
• Embrace Diversity: We are committed to fostering an inclusive environment that respects and values diverse voices and experiences.
• Grounded in Hope: We maintain an optimistic, resilient, and realistic outlook, empowering ourselves and others to overcome challenges and thrive.

Qualifications:

1. Education & Certification
   • High school diploma or GED required; Associate's degree in human services, healthcare administration, or a related field preferred.
   • Prior experience in a healthcare, behavioral health, or human services setting strongly preferred.
   • Bilingual in English and Spanish or another commonly spoken language is a plus.
2. Technical & Administrative Skills
   • Proficiency in Microsoft Office Suite and ability to learn new software (e.g., EHRs, scheduling systems).
   • Strong attention to detail and organizational skills to support accurate recordkeeping and data entry.
   • Comfort using phones, printers, and standard office equipment.
3. Communication & Interpersonal Skills
   • Warm, clear, and professional communication style across all interactions.
   • Ability to maintain confidentiality, emotional regulation, and professionalism in high-pressure situations.
   • Friendly, responsive demeanor with clients experiencing mental health or substance use challenges.
4. Problem-Solving & Judgment
   • Ability to triage client needs and connect them to the appropriate person or resource.
   • Strong prioritization and decision-making skills in a fast-paced environment.
   • Willingness to learn, receive feedback, and adapt to changing systems.

Duties and Responsibilities:

1. Client Access and Reception
   • Greet all clients and visitors with warmth, respect, and discretion.
   • Check in clients for appointments and alert providers of their arrival.
   • Answer phone calls promptly and route inquiries to the appropriate team member.
   • Ensure accurate and timely scheduling of appointments across all levels of care.
   • Accept payments for services, maintain accurate records, and assist with questions about balances or payment options.
   • Coordinate same-day and walk-in appointment protocols in alignment with CCBHC access standards.
2. Administrative and Operational Support
   • Promote a welcoming, trauma-informed lobby experience by maintaining a clean, organized, and client-centered space.
   • Manage client paperwork, forms, releases, and insurance updates as needed.
   • Maintain accurate and up-to-date demographic and insurance information in the electronic health record.
   • Assist with scanning, uploading, and organizing documents in the EHR system.
   • Monitor attendance and inform staff of no-shows or cancellations.
3. Care Coordination Support
   • Act as a liaison between clients and providers to ensure continuity of care and follow-up needs are met.
   • Support coordination efforts with community partners, external referrals, or transportation needs when necessary.
   • Monitor for urgent client needs or crises and immediately notify the appropriate clinical team member; assist in initial crisis de-escalation with calm, trauma-informed communication.
   • Provide information to new clients about services, rights, and expectations in a friendly, easy-to-understand manner.
   • Engage in proactive client outreach (phone calls, follow-ups, appointment reminders) to support engagement and retention.
   • Assist clients in problem-solving barriers to care, including resource navigation, referral intake, and follow-up.
   • Collaborate with clinical staff to support clients during moments of heightened need, always prioritizing safety and dignity.
4. Compliance and Confidentiality
   • Maintain compliance with HIPAA, 42 CFR Part 2, and other relevant privacy and confidentiality regulations.
   • Support documentation and tracking of consents, demographic information, and client preferences.
   • Report safety or security concerns promptly and in accordance with agency protocols.
5. Culture and Client Experience
   • Ensure the front office exhibits compassion, hospitality, and inclusion.
   • Foster a trauma-informed environment that prioritizes client dignity and voice.
   • Support efforts to gather client feedback through satisfaction surveys and informal check-ins.
   • Participate in initiatives that promote wellness, cultural responsiveness, and belonging.
6. Other Duties
   • Conduct drug/alcohol screening activities for the contingency management program.
   • Manage outpatient concessions, including handling cash transactions.
   • Provide backup support to other administrative staff as needed.
   • Participate in staff meetings, trainings, and required compliance sessions.
   • Perform other related duties as assigned.

Physical Requirements:
• Prolonged periods of sitting, standing, and working on a computer.
• Must be able to lift up to 15 pounds occasionally.
• Must be able to access and navigate various program areas within The Well’s outpatient building.