Front Office Representative Part-Time -- Evenings and Weekends

Job Description

Job Description

POSITION SUMMARY The Front Office Representative provides welcoming, efficient, and accurate patient service while supporting evening and weekend clinic operations. Responsibilities include greeting patients, answering and directing telephone calls, scheduling appointments, registering patients, verifying demographic and insurance information, collecting payments, and maintaining required patient documentation. This position works closely with clinical and administrative teams to support patient flow, communication, and a positive patient experience. WORK SCHEDULE This is a part-time position primarily responsible for evening and weekend coverage. An example schedule may include up to three weekday evening shifts from 4:00 p.m. to 7:00 p.m., along with coverage of the weekend clinic on Saturdays and/or Sundays, as assigned. Evening and weekend availability is required. The specific schedule, weekend assignments, and total weekly hours will be determined based on clinic operating hours and staffing needs. ESSENTIAL DUTIES AND RESPONSIBILITIES Essential duties include the following. Other job-related duties may be assigned.

• Greet patients and visitors in a courteous, professional manner; assist patients with required forms; and help maintain an organized check-in and checkout process.
• Support patient flow by communicating patient arrivals, delays, and service needs to the appropriate team members.
• Answer and direct telephone calls, respond to nonclinical inquiries, arrange patient callbacks, and assist the Communication Coordinator with telephone coverage as needed.
• Relay accurate information to team coordinators and clinical staff, including the patient’s name, date of birth, telephone number, and reason for the call. Direct clinical questions and concerns to the appropriate clinical staff according to established procedures.
• Schedule and reschedule appointments, communicate scheduling changes, and coordinate patient requests with the appropriate teams.
• Enroll new patients and assist with primary care provider assignment according to patient preferences and agency procedures.
• Review, verify, and update patient demographic information, insurance coverage, emergency contacts, consent for services, privacy acknowledgments, and other required documentation at each encounter.
• Collect and accurately post copayments, patient payments, and other applicable charges according to agency procedures.
• Offer information about the sliding fee program and direct patients to the appropriate staff for additional assistance.
• Provide patients with printed clinical summaries and other approved materials at the end of office visits, as appropriate.
• Ensure releases and requests for information, legal documents, DCYF paperwork, workers’ compensation forms, and other required documents are delivered to the appropriate medical records staff or provider.
• Monitor electronic health record flags, email, and other internal communications; respond or route information as needed; and participate in team huddles when scheduled.
• Work collaboratively with clinical and administrative staff to address patient service concerns, support clinic operations, and maintain continuity between daytime, evening, and weekend teams.
• Maintain patient confidentiality and follow agency policies, procedures, privacy requirements, and established guidelines.

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily, with or without reasonable accommodation. The requirements below represent the knowledge, skills, and abilities needed for this position. EDUCATION AND EXPERIENCE A high school diploma or GED equivalent is required. The individual must be organized and efficient, demonstrate accurate typing and data-entry skills, and be comfortable using computers and general office equipment, including copiers and fax machines. The ability to work effectively with the public, maintain confidentiality, and manage multiple responsibilities in a patient-facing setting is essential. COMMUNICATION SKILLS Ability to read and understand instructions, correspondence, and memos; write clear, professional messages; and communicate effectively with patients, families, coworkers, and other individuals. Must demonstrate courtesy, patience, and professionalism in person and over the telephone. MATHEMATICAL SKILLS Ability to perform basic arithmetic using whole numbers and decimals, accurately collect and record payments, and review payment amounts for accuracy. REASONING AND ORGANIZATIONAL ABILITY Ability to follow written and verbal instructions, prioritize routine tasks, recognize situations that require assistance, and refer questions or concerns to the appropriate staff. Must use sound judgment within the responsibilities of the position and follow established procedures when addressing patient needs. PHYSICAL DEMANDS The position involves regular computer use, telephone communication, and routine handling of forms and office materials. Duties may require periods of sitting, standing, and moving within the front office and clinic areas. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position. WORK ENVIRONMENT Work is performed in an outpatient healthcare setting with frequent interaction with patients, families, clinical staff, and administrative personnel. The environment may be busy and involve interruptions, competing priorities, and patients who need additional support or assistance. This position supports evening and weekend clinic operations and requires the ability to work effectively with the team assigned to those shifts. GENERAL STATEMENT The statements above describe the general nature and level of work performed by individuals assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, or qualifications. Other job-related duties may be assigned based on organizational needs.