Receptionist, Outpatient Behavioral Health - Rockford

Position Summary

The Receptionist is a key member of the Relief Mental Health care team, responsible for creating a welcoming, professional, and efficient front desk experience for patients. This role supports patient flow, data accuracy, revenue integrity, and overall clinic operations while upholding HIPAA compliance and exceptional customer service standards.

Key Responsibilities

• Greet patients warmly and professionally upon arrival

• Check patients in and verify appointment details

• Confirm and update patient demographics and insurance information

• Provide and collect required paperwork and assessments

• Ensure patients are accurately reflected in internal systems

• Thank patients at checkout and provide clear next-step instructions

• Collect patient copays, cash-pay balances, and cancellation fees 

• Communicate outstanding balances discreetly and professionally

• Schedule or confirm follow-up appointments based on provider instructions

• Monitor voicemail throughout the day and transcribe messages accurately

• Route calls and messages to appropriate departments (clinical, billing, operations)

• Maintain accurate documentation in the Receptionist Activity Log

• Run daily and weekly insurance verifications

• Identify and flag inactive insurance plans

• Perform next-day patient audits

• Review upcoming schedules to identify gaps, errors, or double booking

• Conduct appointment confirmation calls/texts

• Assist with basic clinical or operational tasks (e.g., scanning paperwork, supporting TMS patients, taking blood pressures 

• Maintain a clean, organized, and welcoming front desk and waiting area
  

Qualifications

• High school diploma or equivalent required

• Prior experience in a medical, mental health, or customer service setting preferred

• Strong communication and interpersonal skills

• Excellent attention to detail and organizational abilities

• Comfort using technology systems (EHR, scheduling platforms, Monday.com, insurance portals)

• Ability to manage multiple priorities in a fast-paced environment

• Professional, compassionate, and patient-centered demeanor