Front Desk Receptionist

Psych Pointe Texas; Rockwall (TX); On-site; USD 36,000 - 42,000; Full time

Job summary

PsychPointe seeks a warm, detail-oriented Receptionist / Call Center Representative to serve as the first point of contact for patients, families, and visitors—by phone, in the lobby, and through electronic channels. This non-clinical role supports check-in/out and verifies demographics and insurance in a HIPAA-compliant environment.

The position handles scheduling, patient portal invitations, referrals, copays, and back-office support to ensure smooth front-office operations in a behavioral

Qualifications

• High school diploma or equivalent required; coursework or certification in medical office administration, customer service, or healthcare preferred.
• Minimum of one year of reception, customer service, call center, or front office experience required; two or more years preferred.
• Healthcare or behavioral health front office experience required.
• Experience with electronic health records, practice management systems, or scheduling software preferred.
• Friendly, professional phone and in-person communication, and service recovery with frustrated patients or families.
• Strong attention to detail — names, dates of birth, insurance numbers, and appointment times.

Responsibilities

• Answer incoming calls promptly and professionally via Zoom Workplace App or Spruce; identify caller needs and route or resolve appropriately.
• Handle high call volume with composure; escalated clinical, urgent, or safety-related calls to the appropriate clinician or supervisor immediately.
• Register new patients in the EHR, including demographics and insurance information, and verify insurance eligibility.
• Schedule, reschedule, and cancel appointments in the EMR following approved appointment types, provider templates, and scheduling rules.
• Send patient portal invitations, virtual appointment links, and pre-visit paperwork and instructions.
• Receive and process incoming referrals, including entering referral information and documentation into the EHR.
• Collect co-pays at time of service and refer billing or balance questions to the appropriate billing resource.
• Support release of information (ROI) requests, route incoming faxes, and maintain accurate patient records.
• Provide back-up support to other front office staff and assist with light office tasks as needed.

Skills

Phone etiquette

Bilingual (English/Spanish)

Attention to detail

Customer service

Education

High school diploma or equivalent

Tools

EHR systems

Scheduling software

Job description

PsychPointe is seeking a warm, detail-oriented Receptionist / Call Center Representative to serve as the first point of contact for patients, families, and visitors — by phone, in the lobby, and through electronic channels. This role greets, schedules, and supports patients with accuracy and discretion, handling the core front office functions that keep the clinic running smoothly: answering and routing calls, scheduling appointments, verifying demographics and insurance, collecting copays, and supporting check-in and check-out. This is a non-clinical position operating in full compliance with HIPAA and PsychPointe policy and plays a critical role in patient access and experience in a behavioral health setting.

Responsibilities

• Answer incoming calls promptly and professionally via Zoom Workplace App or Spruce; identify caller needs and route or resolve appropriately.
• Handle high call volume with composure; escalated clinical, urgent, or safety-related calls to the appropriate clinician or supervisor immediately.
• Register new patients in the EHR, including demographics and insurance information, and verify insurance eligibility.
• Schedule, reschedule, and cancel appointments in the EMR following approved appointment types, provider templates, and scheduling rules.
• Send patient portal invitations, virtual appointment links, and pre-visit paperwork and instructions.
• Receive and process incoming referrals, including entering referral information and documentation into the EHR.
• Collect co-pays at time of service and refer billing or balance questions to the appropriate billing resource.
• Support release of information (ROI) requests, route incoming faxes, and maintain accurate patient records.
• Provide back-up support to other front office staff and assist with light office tasks as needed.

Required and Desired Skills

• High school diploma or equivalent required; coursework or certification in medical office administration, customer service, or healthcare preferred.
• Minimum of one (1) year of reception, customer service, call center, or front office experience required; two (2) or more years preferred.
• Healthcare or behavioral health front office experience required.
• Experience with electronic health records, practice management systems, or scheduling software preferred.
• Skill in friendly, professional phone and in-person communication, and in service recovery with frustrated patients or families.
• Strong attention to detail — names, dates of birth, insurance numbers, and appointment times — with an accuracy-first mindset.
• Bilingual (English/Spanish or other languages relevant to the patient population) preferred.

Equal Opportunity Employer

PsychPointe is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law.