Receptionist/Biller (Mental Health) — Duties and Responsibilities
Patient access and front desk operations
Greet patients with trauma-informed, culturally sensitive customer service
Manage multi-line phones, voicemail, email, and portal messages
Verify demographics, insurance, photo ID, and benefits at check-in
Collect copays and outstanding balances and issue receipts
Coordinate interpreters, accessibility accommodations, and reminders
Send and track intake packets, consent forms, and clinic policies
Scheduling and care coordination
Own the master scheduling template for all providers and rooms
Book, confirm, cancel, and waitlist appointments with minimal gaps
Manage referrals in and out and track closure
Set up telehealth links, test tech with patients, and document consent
Prioritize urgent slots for high risk follow ups per clinical guidance
EHR and information management
Enter and update patient data, insurance, and guarantor details in the EHR
Scan and index records to correct charts and problem lists
Maintain provider calendars and visit types
Run daily huddles and end-of-day reconciliation reports
Billing support and revenue cycle
Obtain and document eligibility and mental health benefits
Capture accurate reason for visit and referring info for authorizations
Reconcile charges, copays, and no-show fees daily and hand off to billing
Monitor authorization expirations and alert providers in advance
Charge Capture & Coding Readiness
Ensure encounters include correct CPT/HCPCS (e.g., 90791, 90832/90834/90837, 90839–90840, 90846/90847, 90853, 96127; Medicaid H-codes when applicable), ICD-10, units, POS (02/10/11/12), and modifiers (e.g., 95 or 93 for telehealth if payer-required)
Confirm rendering/billing NPI, taxonomy, group NPI, and licensure alignment
Payment Posting & Reconciliation
Record patient payments (copays, self-pay, payment plans) and reconcile daily deposits to bank/HER
Flag and process refunds/credit balances per policy
Run and keep outstanding balance sheet down weekly to 5 pages and send Michelle all patients then need to be sent to collections
Patient Billing & Support
Assist with generating and mail/email patient statements, answer billing calls with clear, compassionate communication
Assist with setting up payment plans, hardship/charity options per policy, and provide good-faith estimates (No Surprises Act) when applicable
Safety, privacy, and compliance
Protect PHI under HIPAA and, when applicable, 42 CFR Part 2
Follow identity verification and minimum necessary standards
Recognize red flags for risk and route to clinician or supervisor immediately
Participate in incident reporting and maintain front office safety protocols
Team leadership and training
Lead the receptionist team’s day-to-day workflow and coverage
Onboard, and train new reception staff on EHR, phones, and policies
Create and maintain SOPs and quick-reference guides
Coach for quality, conduct spot audits, and deliver feedback
Build weekly schedules and approve time off to ensure coverage
Have joint with Michelle or Jessica/Deanna 3 month and yearly reviews with each staff member
Document goals and their progress and areas in need of improvement
Quality, metrics, and improvement
Track and report Key Performance Indicator such as call answer rate, abandonment, new-patient lead time, no-show rate, eligibility success, and copay collection.
Examples:
Call answer rate: % of calls answered live (goal: ≥90%)
Call abandonment: % of callers who hang up before pickup (goal: ≤5%)
New-patient lead time: days from first contact to first appointment (goal: ≤7–14 days)
No-show rate: % of missed visits (goal: ≤8% with reminders)
Eligibility success rate: % of verified insurance before the visit (goal: ≥95%)
Copay collection at check-in: % collected the day of service (goal: ≥98%)
Message turnaround: median hours to respond to portal/voicemail (goal: ≤24h)
Identify bottlenecks and propose workflow improvements
Partner with clinical leadership, billing, and owners on cross-team projects
Facilities and supplies
Keep the lobby and check-in areas clean, organized, and welcoming
Manage Security Keypad codes, office supplies, forms, and printed materials
Coordinate with owners and vendors as needed
