Front Office Assistant Jobs in Madison, WI (NOW HIRING)

The Front Office Assistant is a full-time position responsible for providing exceptional customer service to clients while delivering administrative support to clinical, administrative, and management staff. This position serves as the first point of contact for clients and visitors and plays a key role in maintaining efficient front office operations, accurate client records, and compliance with clinic policies and procedures.

Schedule: Monday - Thursday 9A-5P

Client Reception & Customer Service

• Greet and check in clients, complete registration procedures, and provide exceptional customer service to clients and visitors.
• Answer and direct incoming telephone calls, monitor and respond to voicemail, email, and electronic messages, and take accurate messages when necessary.
• Provide clinic information regarding hours, location and clinic services to the callers and visitors.
• Handle client concerns through appropriate channels of resolution.
• Maintain a clean, organized, and welcoming reception, waiting, and office areas.

Scheduling & Appointment Coordination

• Schedule client appointments and coordinate scheduling in accordance with clinic procedures.
• Schedule follow-up appointments and verify upcoming appointments according to clinic scheduling procedures.
• Coordinate client scheduling with therapists to support treatment plan recommendations and maintain continuity of care.
• Review, prepare, and send missed appointment correspondence according to clinic policy.

Client Accounts & Billing Support

• Verify and update client demographic, insurance, and financial information at each visit to ensure accurate records and billing.
• Collect copayments, outstanding balances, and other patient payments while accurately documenting transactions and issuing receipts.

Medical Records & Documentation

• Scan client documents, maintain client charts in accordance with agency filing and storage procedures, and ensure confidential documents are shredded in a timely manner following records retention and disposal policies.
• Support clinical staff in maintaining accurate medical records and ensuring documentation complies with clinic policies and applicable regulations.
• Support the completion of required intake paperwork, annual forms, releases, and other client documentation by distributing forms, monitoring completion status, following up with clients as needed, and uploading completed documents to the electronic health record.
• Coordinate and track incoming medical records requests, ensuring all required documentation is obtained and requests are completed in a timely manner while maintaining confidentiality.
• Maintain confidentiality in accordance with HIPAA, DHS 92, and clinic policies.

Administrative Support

• Maintain standard operating procedures for the front desk
• Maintain accurate patient lists.
• Type letters, interoffice memoranda, labels, and other correspondence.
• Open, sort, distribute, and file incoming mail, documents, and clinic records.
• Distribute memos, correspondence, and routine reports.
• Provide administrative support to therapists, including completion of assigned office and documentation-related tasks.
• Support the management team in-house projects.
• Support interdepartmental communication by working with other departments within the clinic on workflow and problem solving.
• Maintain operations by following clinic policies and procedures and reporting needed changes.
• Participate in staff meetings, training, and quality improvement initiatives.

Clinic Operations

• Perform routine light housekeeping and office maintenance tasks to maintain a professional clinic environment.
• Assist clinical staff during crisis situations by following established clinic safety procedures, communicating with appropriate personnel, and providing administrative support as directed.
• Operate Microsoft Office applications and other software required to perform job duties.
• Perform other duties as assigned to support clinic operations and organizational needs.

Knowledge, Skills, and Abilities

• Demonstrate flexibility and adaptability by assisting with special projects and operational changes.
• Foster a warm and welcoming environment by building meaningful connections with clients and staff.
• Demonstrate strong critical thinking and problem-solving skills.
• Communicate professionally and effectively with clients, coworkers, clinical staff and management.
• Ability to retain, recall, and accurately apply detailed information in a fast-paced environment.
• Actively seek clarification, additional training, and guidance when needed.
• Willingness to work a flexible schedule based on clinic needs.
• Demonstrate strong organizational, proofreading, written communication, and attention-to-detail skills.

Qualifications

• Proficient in Microsoft Office applications (Word, Excel, Outlook) and able to quickly learn electronic health record (EHR) systems and other software.
• Excellent customer service, telephone etiquette, multitasking, organization, and time management skills.
• Sensitivity to the needs of persons with disabilities.
• Experience in a behavioral health or medical office setting is preferred but not required.
• Ability and willingness to work cooperatively with others.
• Demonstrates professionalism and maintains strict confidentiality in accordance with HIPAA and clinic policies.

Physical Requirements

• Ability to sit, stand, walk, bend, and reach throughout the workday.
• Ability to lift and carry office supplies and materials weighing up to 30 pounds.

Ability to operate standard office equipment, including computers, telephones, printers, and scanners.