Front Office Receptionist

The Front Desk Receptionist / Scheduler serves as the first point of contact for patients and visitors, providing exceptional customer service while managing front desk operations. This role is responsible for scheduling appointments, verifying patient information, handling inquiries, and supporting daily administrative tasks to ensure smooth clinic operations.
 

Essential Duties & Responsibilities

• Greet patients, visitors, and staff in a professional and welcoming manner.
• Check in/out, schedule, reschedule, cancel and confirm patient appointments in accordance with clinic protocols. Proactively monitoring the following week’s schedule. Adjusting patients as needed to assure maximum scheduling efficiency
• Verify insurance eligibility and patient demographic information during check-in and update records. Collect co-pays and payments, issue receipts, and reconcile daily transactions as needed.
• Answer incoming calls, route messages appropriately, and respond to inquiries regarding appointments, services, and policies.
• Assist with administrative tasks, such as scanning documents, data entry, and maintaining office supplies. Scan all documents, upload and label in patient charts in Electronic Medical Record (EMR). Check EMR to verify patient information is updated as needed.
• Room patients as needed; via Zoom / telehealth / virtual conference as needed.
• Address patient concerns with professionalism and empathy, escalating issues to the appropriate department when necessary. Document conversations and events with patients regarding issues, needs, or concerns.
• Ensure the reception area is clean, organized, and stocked with necessary materials.
• Coordinate care with psychiatrists, case managers, and other behavioral health professionals to ensure continuity of services. Fill openings throughout the day when openings become available.
• Keep track and update NPP/ROI’s/Patient demographics.
• Basic understanding of ROI protocol specific to NAMHS policy.
• Assist with welfare checks and 51/50 calls.
• Attend all mandatory staff meetings as directed.
• Ensure compliance with HIPAA, ethical, and professional guidelines in all client interactions and documentation. Adhere to all organizational policies and procedures related to client care, confidentiality, and professional conduct.
• Other duties as assigned by management.

Education: High school diploma or general education degree (GED), or one to three months related experience and/or training, or equivalent combination of education and experience.

Experience:

• Minimum of one (1) year of experience in a medical office, front desk, or customer service role.
• Previous experience in telehealth coordination, healthcare administration, or patient services preferred.
• Experience in behavioral health or mental health settings preferred.
• Experience working with underserved populations, including Medi-Cal recipients, at-risk individuals, and those with severe mental illness is preferred.

Technical Skills:

• Proficiency in electronic health records (EHR) systems and appointment scheduling software.
• Basic knowledge of insurance verification and medical terminology preferred.
• Technical proficiency with video conferencing platforms and Microsoft Office Suite.
• Problem-solving mindset with the ability to troubleshoot and resolve technical issues efficiently.
• Ability to work independently and collaboratively in a fast-paced virtual environment.

Soft Skills:

• Strong interpersonal and communication skills with the ability to interact effectively with diverse populations. Ability to work both independently and collaboratively within a multidisciplinary team.
• Ability to multitask in a fast-paced environment while maintaining attention to detail.
• Professional demeanor, excellent problem-solving skills, and a customer service-oriented attitude.
• Strong organizational, time management, and problem-solving skills.