Role Orientation: Front Desk / Client Services Coordinator

1. Purpose of the Role

Front Desk/Client Services staff are the first point of contact for many clients. They make it easier for people to access care by handling scheduling, basic information, and communication with warmth, accuracy, and efficiency.

2. Primary Duties

• Answer phones and respond to messages in a timely, professional manner.
• Schedule, reschedule, and cancel appointments according to policy.
• Verify and update client demographics and basic insurance information.
• Collect and process forms, consents, and other intake documents.
• Check clients in and out (in-person or virtually), and direct them to the right provider/platform.
• Relay non-clinical messages to providers via approved systems.
• Support clinic flow (reminders, room use, late/No-Show procedures).

3. Key Systems & Tools

• EHR for scheduling and client information
• Phone system, voicemail, and secure messaging tools
• Any online forms/intake platforms used (e.g., IntakeQ / PracticeQ, etc.)
• Payment/billing systems for co-pays or fees (if applicable)

4. Supervision & Chain of Command

• Immediate supervisor: site lead, office manager, or COO
• For clinical/safety concerns: NP, Clinical Director, or on-call leadership

You are expected to loop in clinical staff when calls or messages include clinical content or safety concerns.

5. Scope & Boundaries

You can:

• Provide information about scheduling, policies, and basic logistics.
• Help clients complete forms and navigate our systems.
• Direct clients to appropriate resources (e.g., “That’s a great question for your therapist/NP”).

You must not:

• Give clinical advice, interpret labs, or suggest diagnoses.
• Promise medication changes, specific clinical outcomes, or services outside policy.
• Ignore statements suggesting risk (“I’m not sure I want to be here,” “I’m feeling really unsafe,” etc.)—these require immediate escalation.

6. RHC & Behavioral Health Connection

• You will schedule and support both RHC and BH appointments.
• You must understand basic differences (e.g., which providers are tied to RHC, which visits require in-person vs telehealth) enough to route correctly.
• Your accuracy helps ensure proper billing and compliance.

7. Success in This Role Looks Like

• Clients feel welcomed, informed, and not lost in the process.
• Schedules are accurate; messages get to the right person promptly.
• You escalate safety or complex issues quickly to clinical leadership.
• You protect confidentiality while still being warm and helpful.