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:

1. Greets patient(s) and offers assistance in a friendly and professional manner 
2. Assists the patient as necessary and/or directs the patient to the proper authority or correct department to address the individual’s needs
3. Answers incoming or transferred phone calls in a friendly and professional manner
4. 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
5. Resolves or refers unresolved customer grievances to the appropriate designated department/person for further    investigation and action plan resolution
6. Schedules appointments for both new patients and for the routine, preventative care of established patients 
7. Efficiently operates office machines such as photocopier, fax, postage, scanner and personal computer
8. Handles business transactions with accuracy and provides proper documentation for each transaction
9. Records and verifies the personal/confidential information of patients
10. Maintains and updates office supply logs
11. Keeps work area and lobby clean and organized 
12. Trains new employees as requested or required
13. Other duties as assigned

Knowledge, Skills and Abilities:

1. 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.
2. Excellent customer service skills; actively seeks ways to assist individuals within the scope of assigned duties
3. Good basic mathematical skills; uses a calculator or other means to accurately figure all transactions
4. Good computer skills; Outlook, Windows, Microsoft Office applications; EMR exposure preferred
5. Good time management skills; self-evaluates the use of time and understands how others may be affected
6. Cultural diversity awareness and skills; respects all people regardless of race, nationality or social standing
7. Ability to work independently (self-motivating) and as part of a team
8. Ability to multi-task; comfortable in a fast-paced environment
9. Ability to build and maintain effective working relationships with co-workers, providers, managers, patients and vendors
10. Problem sensitivity skills; empathetic/understanding 
11. Deductive Reasoning and problem-solving skills
12. Organized and detail-oriented
13. Bilingual (Spanish/English) language skills are preferred

Education, Experience and Licensure:

1. High School Diploma or equivalent (GED) required
2. 2 to 3  years’ experience in a professional office environment  preferred

Physical Demands:

1. May sit and/or stand for long periods of time
2. Must be able to see and hear within normal range with or without correction device(s)
3. Dexterity and hand to eye coordination as normally associated with operating office equipment, computers and telephones

Work Environment:

Professional, fast-paced office work environment