Front Office Scheduler/Operator – Job Description
Classification – Non-exempt
Reports to – Lead Scheduling Team and Director of Administrative Operations
Position summary – The Front Office Scheduler/Operator is a full time, 40 hour per week position responsible for greeting patients in a welcoming manner; scheduling appointments; providing education on services we provide; maintaining accurate records and accounts; answering incoming calls and returning missed calls. Also serves as the liaison between patient and medical staff.
Essential functions—
- Follows front office protocols to maintain the integrity of company workflows.
- Opens and closes office, tidies workspace.
- Checks in/Checks out patients for appointments and services.
- Collects co-pays, estimated costs for services, and past due balances.
- Maintains patient records: Verifies, and updates demographic, insurance, and other necessary information in the health record.
- Answers the telephone, makes reminder calls, sends and responds to texts.
- When scheduling appointments in person or by telephone, considers options to optimize patient satisfaction, provider time, and treatment room utilization.
- Sends documents/forms that need to be completed prior to patient visit.
- Anticipates patients’ anxieties answering patients’ questions and provides education and explanation of recommended procedures and referrals.
- Ensures efficient coordination of care by electronically filing, retrieving and sending patient records according to HIPAA and company guidelines.
- Completes assigned tasks, Case Dashboard cases and Tasks in the Clinical Inbox in a timely manner.
- Maintains satisfactory, regular and predictable attendance by reporting to work as scheduled and keeping unscheduled absences to a minimum.
- Maintains patient confidentiality of personal/financial information and strictly follows HIPAA Guidelines.
- Helps patients in distress by responding to emergencies in a calm and professional manner.
- Maintains operations by following policies and procedures; reporting needed changes.
- Provides feedback and communicates regularly with Scheduling Manager and Lead Scheduler to optimize workflows and identify areas of improvement.
- Other tasks and projects as assigned.
Competency—knowledge, skills, and abilities.
- 1-2 years of direct customer service experience required
- Must be computer and internet savvy. Familiar with Outlook, MS Word, Excel and possess intermediate level web navigation, keyboard and typing skills.
- Professional communication
- Organized and efficient
- Exceptional time management
- Problem-solving skills with quality focus
- Self-starter with good judgment
- EMR (Athena), Encore, & Airview experience is ideal
- Bilingual in Spanish is preferred
Work environment — Indoor, climate-controlled office space near front entrance to clinic. Workspace is shared with co-workers and in close proximity to patients. Front office area can get noisy when waiting room is fully occupied.
Physical demands — Keyboarding/mouse up to 8 hours per day. Lifting up to 50 pounds. Sitting up to 8 hours per day. Standing/moving up to 8 hours per day.
Position type and expected hours of work — This is a full time, 40 hour per week position. Typical work hours range from 7:15 am- 4:15 pm, 8:00 am- 5:00 pm, 9:00 am- 6:00pm, depending upon the hours of clinic. Mostly Monday- Friday, but some Saturdays required. Occasional overtime is to be expected.
Travel — Travel between office locations is required. 60-80% within same county, up to 20-40% outside of primary county depending upon the needs of the practice.
Required education and experience — High school diploma or GED required, some college preferred.
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