Receptionist – Counseling and Psychological Services – Division of Student Affairs at Carnegie Mellon University in Pittsburgh, PA

Job description

For more than 70 years, the Counseling and Psychological Services (CaPS) at Carnegie Mellon University has been addressing the mental health needs of the university community by providing confidential treatment to students and collaborating with staff, faculty and family members. CaPS helps students improve their psychological health by facilitating insight and fostering deeper understanding of their personal struggles needed to make better choices for themselves. Services at CaPS are developmental in nature, aimed at supporting students in the moment and in their personal growth and maturation over time. Carnegie Mellon University’s Counseling and Psychological Services is searching for a full-time Receptionist. The Receptionist serves as the primary point of contact for students, staff, faculty, and visitors seeking mental health services. This position blends high-level administrative support with compassionate, crisis-informed student service. Operating as a welcoming and reassuring presence, the Receptionist manages appointment scheduling, front-desk triage, phone communications, and confidential health records in strict compliance with FERPA and HIPAA standards. Core responsibilities include: 1. Client Reception & Triage Support Greet students, visitors, and campus partners with a calm, welcoming, and non-judgmental demeanor. Assist students with electronic intake check-ins, registration forms, and initial assessment questionnaires. Recognize signs of acute emotional distress or safety risks and follow established clinical protocols to immediately escalate crisis situations to on-call counselors. Maintain a soothing, safe, and organized waiting room environment. 2. Appointment Scheduling & Front Desk Operations Manage daily appointment scheduling for individual therapy, intake sessions, psychiatric care, and group sessions using Titanium Schedule. Manage multi-line phone systems: answer questions, direct non-clinical inquiries, and route urgent calls appropriately. Coordinate clinician calendars, process cancellations, and oversee automated student reminder systems to minimize no-shows. Provide clear information regarding center services, campus resources (e.g., Student Health, Dean of Students, Disability Services), and local community providers. 3. Confidentiality & Medical Records Administration Maintain strict confidentiality of all student interactions and medical records in accordance with FERPA and state mental health privacy laws. Maintain digital client charts, upload incoming clinical documents and other documents as assigned 4. Administrative Support & Facilities Order and restock office supplies, intake forms, and other items as necessary.. Assist the Administrative Supervisor with data entry, reporting, and specialized administrative projects as assigned. Maintain front-desk opening and closing procedures, ensuring secure storage of sensitive documents. Adaptability, excellence, and passion are vital qualities within Carnegie Mellon University. We are in search of a team member who can effectively interact with a varied population of internal and external partners at a high level of integrity. We are looking for someone who shares our values and who will support the mission of the university through their work. You should demonstrate: Empathy & Composure: Ability to maintain a gentle, calm, and grounded presence under pressure or when speaking with distressed individuals. Discretion: Absolute commitment to privacy, ethics, and safeguarding sensitive personal information. Communication: Excellent verbal and written communication skills with strong active listening capabilities. Multitasking & Organization: Strong organizational skills to manage high desk traffic, ringing phones, and schedule updates simultaneously. Qualifications: High school diploma or GED required; Associate’s or Bachelor’s degree preferred 3-5 years of administrative, reception, or customer service experience, ideally in a healthcare, ment