Support Services Specialist

Job Description

Job Description

General Statement of Duties:

Responsible for front desk operations in a busy Dermatology medical office, including patient check-in and check-out, answering phones, scheduling appointments, and supporting administrative needs to ensure an efficient and professional patient experience.

Education:

• High school diploma or equivalent required. 

Experience:

• At least one year of experience in a medical office setting preferred. 
• Experience with electronic medical records (EMR), scheduling systems, and multi-line phone systems is a plus.

Job Relations

• Works in a supportive manner with clinical staff, providers, and office leadership. 
• Reports directly to Support Services Supervisor.

Working Conditions:

• Works in a fast-paced, well-lit, climate-controlled medical office. 
• Work can be repetitive and may be subject to frequent interruptions. 

Physical Demands:

• Frequent sitting, computer use, and telephone interaction. 
• Some walking and standing required. 
• Must be able to lift up to 20 pounds occasionally (e.g., office supplies or patient files).

Performance Requirements:

• Excellent interpersonal and customer service skills.
• Ability to communicate clearly and professionally in person and over the phone.
• Proficient with EMR systems, scheduling software, and general computer use.
• Ability to multitask and remain calm under pressure.
• Strong attention to detail and time management skills.
• Professional appearance and demeanor.
• Ability to maintain confidentiality and comply with HIPAA regulations.
• Knowledge of insurance basics, co-pays, and billing procedures is helpful.
• Ability to work both independently and collaboratively.

Essential Functions:

1. Greet patients warmly and professionally at check-in.
2. Verify and update patient demographics and insurance information.
3. Collect co-pays and outstanding balances.
4. Provide necessary intake forms and ensure completion.
5. Notify clinical staff of patient arrival and status.
6. Schedule follow-up appointments and provide visit summaries at check-out.
7. Handle appointment scheduling, rescheduling, and cancellations by phone.
8. Answer and direct phone calls appropriately; take and relay messages.
9. Monitor and respond to voicemails and inbox messages promptly.
10. Maintain a clean and organized reception and waiting area.
11. Scan and upload patient documents into EMR.
12. Process incoming and outgoing faxes and mail.
13. Support administrative tasks and collaborate with staff as needed.
14. Uphold patient confidentiality and privacy at all times.

Marginal Functions:

1. Attend staff meetings and participate in training sessions.
2. Assist with insurance verification or prior authorizations if trained.
3. Maintain stock of front desk supplies and forms.
4. Support front desk coverage at other locations as needed.
5. Monitor waiting room activity and alert staff to patient needs.
6. Provide support to new or temporary front desk staff.
7. Stay updated on office policies and procedural changes.
8. Ensure compliance with HIPAA, OSHA, and internal protocols.
9. Perform other duties as assigned by management.

The specific statements shown in each section of this job description are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.