Job Title

The Front Desk Specialist & Behavioral Health Milieu Coordinator plays a dual role in supporting both Behavioral Health (BH) and Assertive Community Treatment (ACT) program operations. This position provides trauma-informed, patient-centered customer service at the front desk, coordinates clinic flow, supports crisis response, and maintains a safe, therapeutic milieu for clients accessing behavioral health services. The role serves as a central communication hub among clinical staff, ACT team members, and clients, ensuring smooth access to care, efficient scheduling, and real-time support for individuals with complex behavioral health needs. This position interacts daily with individuals experiencing mental health crises, substance use disorders, houselessness, and high social complexity, requiring strong de-escalation skills, a calm presence, empathy, and firm boundary-setting. Essential Duties Milieu coordination and Client Support * Maintain a safe, welcoming, and therapeutic environment in the Behavioral Health waiting and common areas. * Provide supportive engagement, rapport-building, and basic needs assistance (e.g., water, orientation to space). * Monitor client behavior for safety concerns; promptly notify clinical staff of escalations or risk indicators. * Use trauma-informed de-escalation techniques and follow crisis response protocols in collaboration with licensed providers and ACT clinicians. * Assist clients in navigating services, including Behavioral Health, Medical, SUD services, ACT, and social services. * Support ACT clients with drop-in needs such as appointment reminders, care coordination, and communication with ACT team members. * Assist with transitions between services, escort clients when necessary, and support mobility or accessibility needs. Front Desk and Administrative Support * Serve as the first point of contact for BH and ACT patients via phone, walk-ins, and scheduled appointments. * Check in clients using the electronic health record scheduling system; confirm demographics, insurance, consents, and required documentation. * Answer the phone. * Coordinate with staff to ensure accurate scheduling of appointments. Other Duties * Support organizational initiatives, emergency-response efforts, and quality-improvement projects. * Perform other duties as assigned.