Front Desk Assistant

Job Description

Job Description

Position Summary

The Front Desk Assistant serves as the first point of contact for clients, families, and visitors at our ABA (Applied Behavior Analysis) therapy center. This role is responsible for managing front office operations, providing excellent customer service, supporting Behavior Therapist, administrative teams, and maintaining an organized and welcoming environment for all.

The primary responsibilities include managing the phone lines, assisting with filing, helping with intake, and providing coverage for staff breaks (e.g., restroom breaks).

Key Responsibilities

Client & Visitor Relations

• Greet clients, families, and visitors warmly to ensure a positive first impression.
• Answer, screen, and direct phone calls with professionalism and proper phone etiquette.
• Manage client check-in and check-out procedures while ensuring accuracy and confidentiality.
• Communicate effectively with parents, Behavior Therapist and BCBA Clinical Supervisor regarding appointments, paperwork, and billing inquiries.

Scheduling & Administrative Support

• Maintain therapists' schedules and session calendars, ensuring optimal use of staff and rooms.
• Coordinate cancellations, reschedules, and session changes in accordance with company policies.
• Assist with the intake and onboarding of new clients, including collecting and verifying required documentation.
• Support the team with data entry, billing assistance, insurance paperwork, and general clerical duties.
• Provide break coverage for front-line staff as needed to maintain continuous service.
• Assist with filing, organizing documents, and maintaining up-to-date records.

Office Management

• Maintain a clean, organized, and professional front desk and waiting area.
• Order and manage office and clinical supplies as needed.
• Coordinate facility maintenance and vendor services.
• Ensure compliance with HIPAA and confidentiality standards.

Qualifications

Education & Experience

• High School Diploma or equivalent required.
• Associate or Bachelor's degree preferred.
• 1–2 years of administrative or front desk experience, preferably in a healthcare, therapy, or behavioral health setting.
• Experience with scheduling software, such as Google Workspace or similar tools preferred.

Skills & Competencies

• Strong clerical skills, including filing, data entry, and document organization.
• Proper phone etiquette and professional communication style.
• Ability to communicate and write proficiently in English.
• Bilingual (Spanish preferred).
• Excellent organization and attention to detail.
• Ability to multitask and prioritize in a fast-paced environment.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook) and general computer use.
• Professional, positive, and empathetic demeanor when interacting with children, families, and staff.

Working Conditions

• On-site position at the therapy center.
• May involve occasional extended hours to meet operational needs.
• Frequent interaction with children, families, and clinical staff
• Full Time, Monday - Friday, 11:00am-7:00pm

Location: Lowell, MA - Chelmsford Center