Client Experience & Front Desk Specialist

Pro Care Unlimited; Southfield (MI); On-site; USD 32,000 - 42,000; Full time

Job summary

ProCare Unlimited is seeking a Front Office Specialist to be the primary contact for clients, guardians, DSPs, and visitors. You will handle calls, emails, and inquiries, route issues to the right team, and maintain a welcoming front desk environment.

Based in the ProCare administrative office, you will ensure privacy, organize training spaces, and support onboarding and ongoing operations as part of a collaborative team.

Qualifications

• High school diploma or equivalent is required.
• Experience in customer service, front desk, or administrative support.
• Excellent verbal and written communication skills with a professional demeanor.
• Strong attention to detail, organization, accuracy, and follow-through.
• Ability to multitask and stay calm under pressure.
• Ability to solve problems independently and maintain confidentiality.
• Ability to learn and use OnTarget and other company systems.
• Healthcare, home care, or human services experience preferred.
• Familiarity with Outlook/Teams, multiline phones, and electronic records preferred.
• Understanding of ISP implementation, task analysis, goal writing, and Medicaid billing preferred.
• Pass background checks (criminal, LEIE, registry, sexual offender).
• Reliable transportation required.

Responsibilities

• Answer incoming calls, monitor emails and voicemails, and respond to inquiries promptly and professionally.
• Research and resolve questions using SOPs, process guides, staff directories, and OnTarget when possible.
• Route client-specific and operational concerns to the appropriate department and follow up through resolution.
• Welcome clients, families, caregivers, applicants, and visitors while protecting privacy and access procedures.
• Maintain a clean, organized front desk, lobby, and training room.
• Prepare the training room for new employee orientation, caregiver training, and meetings.
• Document calls, messages, actions, and follow-up while keeping information confidential.
• Identify recurring concerns and gaps, and report them to leadership for improvement.

Skills

High school diploma

Customer service

Front desk experience

Administrative support

Verbal and written communication

Attention to detail

Multitasking

Problem solving

OnTarget systems

Healthcare support

Microsoft Outlook / Teams

Phone systems

Medicaid billing familiarity

Background checks

Reliable transportation

Education

High School Diploma or GED

Job description

ProCare Unlimited is seeking a Front Office Specialist to be the primary contact for clients, guardians, DSPs, and visitors. You will handle calls, emails, and inquiries, route issues to the right team, and maintain a welcoming front desk environment.

Based in the ProCare administrative office, you will ensure privacy, organize training spaces, and support onboarding and ongoing operations as part of a collaborative team.