Position Overview: 

The Steven A. Cohen Military Family Clinic at Veterans Village of San Diego (VVSD) – Oceanside provides outpatient, evidence-based mental health services through a multidisciplinary team of behavioral health providers and case managers. Services are delivered in a clinical setting and are designed to 

address the unique needs of active-duty service members, post-9/11 veterans, and their families.

Under the general supervision of the Operations Manager, the Front Desk Receptionist supports front-office clinical operations. This role includes registering and scheduling clients within the electronic health record, triaging and routing incoming telephone calls, providing administrative support for billing services, obtaining and documenting insurance authorizations for care, and delivering professional, patient-centered customer service in accordance with clinic policies and procedures.

Responsibilities: 

• Serve as the primary receptionist for the Steven A. Cohen Military Family Clinic by welcoming clients, visitors, and staff and directing them appropriately in a courteous and professional manner.


• Establish work priorities, assess routine operational issues, and apply sound judgment to identify and implement effective solutions.


• Greet clients upon arrival and accurately collect, copy, and maintain photo identification and insurance documentation in accordance with clinic procedures.


• Maintain up-to-date knowledge of clinic programs, services, and community resources to support access to care and referrals.


• Communicate clearly and effectively, verbally and in writing, with individuals at all levels while maintaining professionalism, discretion, and confidentiality.


• Remain calm, composed, and professional when interacting with individuals who may be distressed, agitated, or experiencing crisis situations.


• Represent the clinic and organization positively in all interactions with clients, families, staff, funders, officials, and the general public.


• Provide cross-coverage and backup support to administrative staff to ensure continuity of front-office operations.


• Answer and appropriately route incoming telephone calls to staff, departments, or external agencies.


• Manage incoming and outgoing mail, including sorting, distribution, and coordination of daily mail pickup and delivery.


• Manage fax operations, including timely retrieval, sorting, and distribution to appropriate staff.


• Support managed care billing processes in collaboration with the Office Manager, including discussing insurance co-payments as appropriate.


• Maintain daily logs of accounts receivable and consumer payments and ensure timely processing.


• Serve as the primary point of contact for external courier services.


• Oversee day-shift cleaning patrol activities and provide assigned oversight support related to insurance coding and claims.


• Perform additional administrative and clerical duties as assigned.


• Maintain a professional appearance and demeanor at all times, demonstrating empathy and professionalism when interacting with clients and families under stress.