Position Overview 

Reporting to the Case Manager, the Front Office and Phone Specialist serves as the first point of contact, providing exceptional customer service and administrative support. This role is responsible for managing incoming calls and emails, filing, and administrative office support. The specialist ensures a welcoming and professional atmosphere while supporting the overall efficiency of the office. This position is Non-Exempt under the Fair Labor Standards Act (FLSA). 

Duties and Responsibilities: 

• Answer and direct incoming calls promptly and professionally. 

• Greet clients warmly and assist with inquiries and intake. 

• Handle sensitive customer interactions with discretion and professionalism. 

• Maintain and update client records in the agency’s database. 

• Ensure the office is stocked with necessary supplies. 

• Manage record retention for multiple departments and ensure compliance with organizational policies. 

• Perform various administrative tasks to support the office's daily operations and claimant satisfaction. 

• Develop and maintain effective relationships with staff and vendors. 

• Ensure a high level of organization and proactive management of office needs. 

• Buzz people into the front door, ensuring security protocols are followed. 

• Adhere to company policies and confidentiality requirements. 

• Ensure all customer data and interactions are handled securely and professionally. 

• Perform other duties as assigned 

Qualifications: 

• Outstanding communication skills and a client-focused approach ensuring each customer interaction is handled with care and efficiency. 

• Great multi-tasker and ability to adapt to new tools. 

• Thrives in a high-paced environment, handling a continuous stream of customer interactions with accuracy and professionalism. 

Education & Experience: 

• High school diploma or equivalent (required); college coursework in business or customer service is a plus. 

• 2+ years of experience in a high-volume customer service or administrative role. 

• Strong verbal and written communication skills. 

• Proficiency in Microsoft Office software is required; proficiency in Asana is a plus. 

• Excellent multitasking and time management abilities. 

• Ability to remain calm and professional under pressure. 

Virginia Birth Injury is an Equal Opportunity Employer. Virginia Birth Injury does not discriminate in hiring or employment practices based on race, color, religion, gender, age, sexual orientation, marital or family status, national origin, non-job-related disability, or status as a veteran.