Sr. Front Office Assistant

Monitor daily client flow, anticipate service needs, and collaborate with clinical staff to ensure smooth operations and effective communication.The Office Assistant plays a critical role in shaping the client experience and supporting efficient office operations. Serving as a primary point of contact for clients, families, visitors, referral sources, and community partners, this position is responsible for creating a welcoming, professional, and service-oriented environment while coordinating intake scheduling, insurance verification, referrals, and administrative processes. The Office Assistant also helps monitor front office workflow, resolve client concerns, identify opportunities for process improvement, and contribute to service excellence initiatives. The ideal candidate is a proactive problem-solver with strong customer service and relationship-building skills, experience in fast-paced client-facing environments, and a passion for enhancing access to care and the overall client experience.

Essential Duties & Responsibilities

• Deliver exceptional customer service by greeting clients, answering phones, responding to inquiries, and creating a welcoming environment.
• Create a welcoming, professional, and client-centered environment while facilitating front desk operations and ensuring a positive experience at every interaction.
• Schedule intakes, assessments, appointments, and follow-up services to support timely access to care.
• Monitor daily client flow, anticipate service needs, and collaborate with clinical staff to ensure smooth operations and effective communication.
• Address client concerns professionally, assist with service recovery efforts, and escalate complex issues as appropriate to promote positive outcomes and client satisfaction.
• Verify insurance and ensure accurate completion information entry into the electronic health record (EHR).
• Support front office operations by maintaining records, scanning, filing, faxing, data entry, and document management.
• Assist with reporting, tracking front office metrics, and identifying opportunities to improve client experience and operational efficiency.
• Build positive relationships with clients, community partners, and referral sources while promoting organizational services.
• Maintain confidentiality and ensure compliance with HIPAA, DBHDS, DMAS, and organizational policies.
• Participate in quality improvement initiatives and support organizational efforts to strengthen service excellence and operational effectiveness.

Qualifications

• Minimum two (2) years of experience in customer service, administrative support, healthcare, behavioral health, or a related field.
• Proficiency in Microsoft Office applications and the ability to learn electronic health record (EHR) systems.
• Strong customer service skills with the ability to communicate professionally and effectively with clients, families, referral sources, and team members.
• Excellent organizational, time management, and problem-solving skills with the ability to manage multiple priorities in a fast-paced environment.
• Experience with client intake, scheduling, insurance verification, referrals, patient access, or front office operations preferred.
• Ability to maintain confidentiality and comply with HIPAA and other applicable regulations.
• Demonstrated ability to build positive relationships and contribute to a welcoming, client-centered environment.
• Experience in behavioral health, healthcare, or human services settings preferred.

Benefits

This full‑time position offers a comprehensive benefits package designed to support employee well‑being and long‑term professional growth, including:

• Health, dental, and vision insurance
• Paid time off and paid holidays
• Retirement plan options
• Ongoing training and professional development

Work Schedule & Location

This position is based onsite at our Danville, Virginia office and requires regular in-person attendance. The standard work schedule is Monday through Friday, 8:30 a.m. to 5:00 p.m. Occasional flexibility may be required to meet operational needs, attend training, or support special events.

Physical Requirements

• Ability to sit, and stand for extended periods.
• Ability to use a computer, phone, copier, and other office equipment.
• Ability to occasionally lift up to 15-25 pounds.

About Epic Health Partners:

Epic Health Partners is a behavioral health organization dedicated to providing high‑quality, person‑centered care for individuals navigating substance use and mental health challenges. We deliver services rooted in evidence‑based, trauma‑informed, and recovery‑oriented practices. Our team is committed to professionalism, accountability, and collaboration - supporting both the people we serve and the staff who serve them. As Epic continues to grow, we remain focused on building strong teams, developing staff, and creating sustainable programs that reflect our values and standards of care.