Front Office 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 serve as a primary point of contact for clients, guardians, caregivers/Direct Support Professionals (DSPs), staff, referral sources, and visitors. This role supports daily operations by managing calls and emails, resolving questions and concerns, coordinating with internal teams, and maintaining a welcoming and organized front office environment.

Key Responsibilities

• Answer incoming calls, monitor emails and voicemails, and respond to inquiries in a timely and professional manner.
• Research and resolve questions using company SOPs, process guides, staff directories, and authorized information in OnTarget whenever possible.
• Accurately route client-specific and operational concerns to the appropriate department or team member and follow up through resolution.
• Welcome clients, families, caregivers, applicants, and visitors while maintaining privacy and appropriate office-access procedures.
• Maintain a clean, organized, and welcoming front desk, lobby, and training room.
• Prepare the training room for new employee orientation, caregiver training, and meetings.
• Accurately document calls, messages, actions, and follow-up while maintaining confidentiality of client, caregiver, and employee information.
• Identify recurring concerns and process gaps, communicate them to leadership, and support continuous improvement.

Qualifications

• High school diploma or equivalent.
• Previous customer service, front desk, or administrative support experience.
• Excellent verbal and written communication skills with a professional and welcoming demeanor.
• Strong attention to detail, organization, accuracy, and follow-through.
• Ability to multitask, manage competing priorities, and remain calm under pressure.
• Strong independent problem-solving and judgment skills with a commitment to confidentiality.
• Ability to learn and effectively use OnTarget and other assigned company systems.
• Experience in healthcare, home care, human services, or supporting individuals with intellectual or developmental disabilities preferred.
• Familiarity with Microsoft Outlook, Teams, multiline phone systems, and electronic records preferred.
• Understanding of ISP implementation, task analysis, goal writing, and third-party or Medicaid billing preferred.
• Must pass required criminal, LEIE, registry, and sexual offender background checks.
• Reliable transportation required.

Education

• High School Diploma or GED required.

Work Environment

This position is based in the ProCare administrative office. The role requires frequent computer and phone use, remaining stationary for periods of time, and moving throughout the office as needed. Occasional lifting or moving of items up to 25 pounds may be required.

Compensation & Benefits

Base pay is determined by factors such as work location, experience, job-related skills, and relevant education or training. In addition to base pay, total compensation may include various other forms of pay. We offer a comprehensive benefits package, including competitive health, dental, and wellness benefits, which begin on your 60th day of employment. Additionally, our 401(k) plan becomes available after 12 months of employment. For more information about our total rewards package, please reach out to your Talent Acquisition Partner.

Equal Employment Opportunity

ProCare Unlimited is an equal opportunity employer. ProCare Unlimited evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status, or any other legally protected characteristic.