Patient Service Rep/Front Desk

Position Summary:

The Front Desk is responsible for the first impression of our organization. Friendly, respectful and supportive interactions between our patients and other team members are required. Additionally, this position is responsible for appointment scheduling, handling fees for service and operating general office equipment.

Essential Functions:

Greets patient(s) and offers assistance in a friendly and professional manner

Assists the patient as necessary and/or directs the patient to the proper authority or correct department to address the individual's needs

Answers incoming or transferred phone calls in a friendly and professional manner

Responds to telephone inquiries as able and necessary, directs and announces calls to the correct department and/or takes and relays accurate, detailed messages to staff in a timely fashion

Resolves or refers unresolved customer grievances to the appropriate designated department/person for further investigation and action plan resolution

Schedules appointments for both new patients and for the routine, preventative care of established patients

Efficiently operates office machines such as photocopier, fax, postage, scanner and personal computer

Handles business transactions with accuracy and provides proper documentation for each transaction

Records and verifies the personal/confidential information of patients

Maintains and updates office supply logs

Keeps work area and lobby clean and organized

Trains new employees as requested or required

Other duties as assigned

Knowledge, Skills and Abilities:

Excellent communication skills; active listening as well as written and oral comprehension/communication skills; Gives full attention to what individuals are saying, understands the point being made, asks appropriate questions to gain better knowledge of situation(s) and repeats information to ensure understanding.

Excellent customer service skills; actively seeks ways to assist individuals within the scope of assigned duties

Good basic mathematical skills; uses a calculator or other means to accurately figure all transactions

Good computer skills; Outlook, Windows, Microsoft Office applications; EMR exposure preferred

Good time management skills; self-evaluates the use of time and understands how others may be affected

Cultural diversity awareness and skills; respects all people regardless of race, nationality or social standing

Ability to work independently (self-motivating) and as part of a team

Ability to multi-task; comfortable in a fast-paced environment

Ability to build and maintain effective working relationships with co-workers, providers, managers, patients and vendors

Problem sensitivity skills; empathetic/understanding

Deductive Reasoning and problem-solving skills

Organized and detail-oriented

Bilingual (Spanish/English) language skills are preferred

Education, Experience and Licensure:

High School Diploma or equivalent (GED) required

2 to 3 years' experience in a professional office environment preferred

Physical Demands:

May sit and/or stand for long periods of time

Must be able to see and hear within normal range with or without correction device(s)

Dexterity and hand to eye coordination as normally associated with operating office equipment, computers and telephones

Work Environment:

Professional, fast-paced office work environment