Clinical Support Receptionist - Substance Use

Job description

[Steadfast Health](http://steadfasthealth.com) was founded to establish a new standard of substance use disorder (SUD) care. Recognizing that traditional treatment methods often fall short of reaching patients when they’re most in need, Steadfast is relentlessly focused on making low-barrier, high quality care accessible to all. We know that the journey to recovery is unique for every individual, and our patient-centered approach ensures we meet patients where they are, providing evidence-based therapies with unwavering support in a compassionate environment that fosters healing and growth. **Role** At Steadfast Health, our Clinical Support Receptionists are essential members of the care team, where your voice matters and your work makes a difference every day. We offer a predictable weekday schedule, no weekends or late nights, and an inclusive, supportive workplace where respect is the standard. You’ll join team huddles, contribute to patient care planning, and receive paid training in trauma-informed care. With opportunities to cross-train and grow into leadership or other clinical roles, you can build a career here, not just a job. And because we value our frontline teams, we celebrate your contributions through ongoing recognition programs. **Some of the Benefits:** - Comprehensive medical, dental, and vision insurance for you and your family. - 401(k) match up to 5% to help you invest in your future. - 100% employer-paid short-term and long-term disability insurance, plus employer-sponsored life insurance for added peace of mind. - Generous PTO, floating paid holidays, and paid volunteer days - **Re-Fuel Days:** Take four paid days each year to recharge — for mental health, rest, or continuing education. - **Employee Assistance Program (EAP):** Free, confidential access to therapy sessions, legal guidance, financial resources, and health coaching. - **Stable, Balanced Schedule:** Full-time weekday hours — no late nights, weekends, or unpredictable shifts — so you can focus on your patients and your life outside of work. - SoFi student loan interest rate discount, Rightway Health Concierge, 1 year free pet Telehealth through Pawp, and Perkspot Discount Marketplace - **Team Connection:** Inclusion in daily huddles, care coordination, and a supportive interdisciplinary team that values your clinical voice and perspective. - **Supportive Culture:** A collaborative team that listens to and uplifts frontline voices, fostering belonging and trust in every interaction. - **Bonus:** Our frontline team members are eligible for a 5% monthly bonus based on meeting clinic based KPI --- ### Responsibilities: **Patient Reception & Check-In** - Welcome patients and visitors in a professional, nonjudgmental manner and manage check-in/check-out. - Verify and update demographic, insurance, consent, and contact information; support new patient registration and intake. - Maintain an organized, confidential front-desk and waiting-room environment, monitoring patient flow and flagging delays or concerns. **Scheduling & Patient Communication** - Schedule and confirm appointments, and support rescheduling and missed-appointment follow-up. - Answer and appropriately route incoming calls — clinical, scheduling, billing, and administrative. - Recognize urgent or concerning patient situations and escalate promptly to clinical staff. **Clinical & MAT Workflow Support** - Partner with providers and clinical staff to coordinate patient visits and intakes, and track required consents, screenings, referrals, and documentation. - Maintain working familiarity with MAT/MOUD terminology (including buprenorphine and injectable products) **for scheduling, documentation, and communication only** — this role does not administer or handle medications. - Support administrative aspects of the urine drug screen workflow (scheduling, documentation, chain-of-custody paperwork). - Route clinical questions (medications, withdrawal, test results) to licensed staff. **EHR & Documentation** - Register patients and maintain accurate records in the EHR; scan, upload, and route documents; monitor assigned work queues. - Comply with HIPAA confidentiality standards *(training provided during onboarding).* **Insurance & Administrative Support** - Verify insurance eligibility, collect copays, and support basic billing/administrative questions. - Receive, scan, fax, and route medical records, referrals, and correspondence, and provide general clerical support to keep the clinic running smoothly. ## Required Qualifications - High school diploma or GED required. - Previous experience in a **medical or clinical setting required**. - Experience with electronic health records (EHR/EMR). - Knowledge of basic medical terminology and healthcare workflows. - Strong understanding of patient confidentiality and professional boundaries. - Excellent customer service and verbal and written communication skills. - Ability to remain calm, compassionate, and professional in a fast-paced clinical environment. - Strong organizational skills and attention to detail. - Ability to appropriately distinguish between administrative concerns and concerns requiring clinical escalation. ## Preferred Qualifications - Previous experience in addiction medicine, MAT/MOUD treatment, behavioral health, mental health, primary care, or another outpatient healthcare setting. - Medical Assistant, Certified Medical Assistant, CNA, clinical support, or similar healthcare background. - Experience with urine drug screen/specimen collection. - Experience with insurance verification, prior authorizations, referrals, or patient registration. - Familiarity with medications and terminology commonly used in the treatment of opioid use disorder. - Experience working with patients experiencing substance use disorders or co-occurring behavioral health conditions. ## What We're Looking For We're looking for someone who combines excellent front-desk and customer-service skills with healthcare experience. This is not a traditional receptionist position focused solely on phones and scheduling — it's a role at the center of a patient's care experience. The right person understands how a medical clinic operates, communicates effectively with clinical staff, recognizes the importance of accurate documentation and patient confidentiality, and genuinely believes people receiving treatment for substance use disorder deserve to be treated as respected equals. --- **Schedule:** Monday through Friday, 8:30 a.m. to 5:00 p.m. CST, with one hour of breaks each day. **Location:** 1900 Patterson St. in Nashville, TN --- **Physical Requirements** The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. *Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.* - Prolonged periods of sitting at a desk and working on a computer, including frequent data entry into the Electronic Health Record (EHR) system. - Must be able to lift up to 20 pounds occasionally (e.g., moving files, office supplies, or small medical equipment). - Manual dexterity and hand–eye coordination required for handling paperwork, operating office equipment, and performing basic medical assistant tasks. - Ability to hear and communicate clearly with patients and staff in a busy clinical environment, both in person and by phone. - Visual acuity required for reading medical records, completing data entry, and verifying patient information. - Ability to navigate and move within clinic spaces, including exam rooms, offices, and common areas. - Ability to respond promptly to emergency situations, which may require rapid mobility and physical intervention in support of patient safety.