Position Title | Administrative Front Desk Associate Location | Baltimore, Maryland Department | Front Office / Patient Services Reports To | Program Director / Office Manager FLSA Classification | Non-Exempt (hourly) Employment Status | Full-Time, 40 hours per week Wage Range | $15.00/hr during 90-day introductory period; $16.00 - $18.00/hr post-introductory period Schedule | Monday - Friday, 8:00 AM - 5:00 PM (one-hour unpaid lunch); occasional Saturday rotation as needed Introductory Period | 90 days from start date; conversion to permanent status is discretionary and not guaranteed Posting Date | May 2026

Position Summary

The Administrative Front Desk Associate is the first point of contact for K&I Healthcare Services patients, families, referral sources, and visitors at the Baltimore location. This position is responsible for patient registration, appointment scheduling, insurance verification, copay collection, telephone management, and supporting the clinical team in delivering compassionate, organized, HIPAA-compliant care.

This is a HIPAA-sensitive role with direct patient interaction and limited access to scheduling and demographic information in the K&I electronic health record system. The Associate operates under strict minimum-necessary access principles and does NOT access clinical documentation.

Essential Functions

Patient Registration & Scheduling

Greet patients, families, and visitors warmly and professionally upon arrival.

Complete patient registration in the K&I electronic health record (ICANotes), including demographics, insurance information, emergency contacts, and required consents.

Schedule, reschedule, and confirm patient appointments per provider templates and K&I scheduling protocols.

Verify and update patient demographics and insurance information at every visit.

Coordinate with clinical staff to manage same-day add-ons, urgent slots, and scheduling changes.

Send and document appointment reminders via approved K&I channels (phone, secure text, EHR portal).

Manage the patient waiting room, ensuring HIPAA-compliant sign-in, a comfortable wait experience, and timely communication of delays.

Insurance Verification & Financial

Verify insurance eligibility and benefits prior to or at the time of patient visits using payer portals (Carelon, Maryland Medicaid MCOs, commercial payers).

Obtain prior authorizations as needed in coordination with the billing team.

Collect copays, coinsurance, and self-pay amounts at the time of service; provide receipts.

Reconcile daily cash drawer and document deposits per K&I cash handling SOP.

Explain insurance benefits and self-pay options to patients at a basic level; escalate complex questions to the billing team.

Maintain accurate financial documentation in the EHR and K&I billing systems.

Telephone & Communication Management

Answer incoming phone calls professionally and route to appropriate staff or take detailed messages.

Manage the K&I Baltimore main phone line, including voicemail review and timely callback documentation.

Conduct outbound calls for appointment reminders, no-show follow-up, and routine patient communications.

Coordinate with referral sources (primary care providers, hospitals, community organizations) on intake referrals.

Handle phone-based crisis triage per K&I protocol: identify, escalate to clinical staff immediately, and stay with the caller until handoff is complete.

HIPAA & Privacy Stewardship

Maintain strict HIPAA compliance in all patient interactions, including waiting room protocols, phone conversations, and chart access.

Apply minimum-necessary standards to all PHI access; access patient information only as required for assigned duties.

Identify and immediately report any privacy concerns or incidents to the K&I Compliance Officer.

Ensure all paper documents containing PHI are properly secured during the workday and shredded per K&I retention SOP.

Office Administration

Maintain an organized front office workspace and patient waiting area.

Sort, distribute, and process incoming mail, faxes, and packages.

Maintain inventory of front office supplies and coordinate orders as needed.

Support clinical staff with administrative tasks (preparing patient folders, printing intake packets, scanning documents into EHR).

Open and close the office per K&I daily opening/closing SOP.

Coordinate with cleaning and maintenance vendors per established schedule.

Patient Experience

Treat every patient and family member with dignity, respect, and trauma-informed care principles.

De-escalate upset or anxious patients with empathy and professionalism.

Provide clear, accurate information about appointment logistics, K&I policies, and patient rights.

Recognize and respond appropriately to signs of patient distress; escalate to clinical staff as needed.

Champion patient confidentiality and dignity in every interaction.

Required Qualifications

High school diploma or equivalent (GED) required; associate's degree or completion of a medical office assistant program preferred.

Minimum 1 year of front desk, receptionist, or customer service experience required; healthcare setting strongly preferred.

Proficiency in Microsoft Office Suite (Outlook, Word, Excel) and ability to learn electronic health record systems.

Excellent verbal and written communication skills in English.

Strong customer service orientation and ability to remain professional in high-stress situations.

Basic math skills for cash handling and copay calculations.

Ability to pass pre-employment background check (including OIG LEIE + SAM.gov exclusion checks), drug screening, and reference verification.

Authorization to work in the United States (Form I-9 verification + E-Verify).

CPR/First Aid certification (or willingness to obtain within 30 days of hire; K&I covers cost).

Preferred Qualifications

Prior experience in a behavioral health, mental health, or substance use treatment setting.

Familiarity with ICANotes or similar EHR systems.

Familiarity with Maryland Medicaid MCO portals and commercial insurance verification.

Bilingual (English/Spanish) strongly preferred and may qualify for differential compensation.

Knowledge of medical terminology and behavioral health basics.

Experience working with diverse populations, including individuals experiencing mental health and substance use challenges.

Knowledge, Skills & Abilities

Trauma-informed care orientation and ability to engage compassionately with patients in vulnerable states.

Cultural humility and ability to serve diverse patient populations.

High emotional intelligence and capacity for de-escalation.

Strong organizational skills and ability to manage multiple priorities simultaneously.

Detail orientation and accuracy in documentation.

Discretion and professionalism in handling confidential information.

Strong professional boundaries; ability to maintain appropriate role with patients and clinical staff.

Willingness and ability to follow established SOPs and protocols.

Ability to work as part of a team and contribute to a positive workplace culture.