FRONT DESK ASSOCIATE

Front Desk Associate School-Based Health Center (University City High School)

Acts as the Front Desk Associate for the Family Care Health Centers School-Based Health Center located at University City High School. Responsible for providing exceptional customer service while serving as the first point of contact for students, families, school personnel, and visitors. Performs patient registration, appointment scheduling, insurance verification, payment collection, electronic health record (EHR) maintenance, and other front office duties to support the daily operations of the school-based health center.

All employees of FCHC must ensure service standards are delivered, including:

FCHC Core

Demonstrates a commitment to FCHC mission and vision.

Demonstrates a positive attitude towards patients, employees, role, and the health center.

Demonstrates FCHC core values (accountability, courtesy, excellence, flexibility, integrity, respect).

Customer Service and Professionalism

Smiles and makes appropriate contact and greets students, families, school staff, patients, and visitors upon arrival.

Provides exceptional customer service to internal and external customers while treating everyone with dignity, respect, and professionalism.

Provides timely responses to requests, inquiries, and tasks.

Demonstrates strong communication and conflict resolution skills while maintaining a team-oriented approach.

Adheres to FCHC dress code and professional appearance standards.

Shows

Consistently demonstrates commitment to attendance, punctuality, and team performance.

Respects cultural differences and supports a culture of justice, equity, diversity, and inclusion.

Participates in required trainings and professional development opportunities.

Safety

Promotes a culture of safety and cleanliness.

Maintains HIPAA and patient confidentiality standards.

Properly and safely utilizes FCHC equipment and resources.

Reports to: Health Center Administrator

Supervises: None

Primary Responsibilities

1. Greets students, patients, visitors, and school personnel with professionalism and exceptional customer service.
2. Registers new patients and updates demographic and insurance information within the electronic health record.
3. Ensures all required registration and consent forms are completed annually.
4. Schedules, reschedules, and confirms patient appointments.
5. Verifies insurance eligibility and assists patients with Sliding Fee Scale eligibility and financial documentation when applicable.
6. Collects co-payments and outstanding balances while maintaining accurate daily payment records.
7. Scans and uploads registration documents into the electronic health record.
8. Assists students and families with patient portal enrollment and other patient engagement initiatives.
9. Answers incoming telephone calls, routes calls appropriately, and responds to general patient inquiries.
10. Maintains confidentiality of all patient information in accordance with HIPAA regulations.
11. Collaborates with clinical staff, school personnel, and other FCHC departments to ensure efficient patient flow.
12. Performs other duties as assigned.

Periodic Duties

1. Participates in Health Center community outreach and school-based health initiatives.
2. Attends department meetings and required trainings.
3. Assists with continuous quality improvement activities.
4. Performs other duties as assigned.

Working Relationships

Inside Health Center/ School: All FCHC departments and staff.

Outside Health Center:

Students, parents/guardians, University City High School staff, vendors, community agencies, hospitals, insurance companies, physician offices, Medicare/Medicaid, and community partners.

Qualifications

1. High School Diploma or G.E.D. required.
2. One (1) year of medical office, front desk, customer service, or healthcare registration experience preferred.
3. Experience using electronic health records (EHR) preferred.
4. Knowledge of medical terminology preferred.
5. Excellent customer service, communication, organizational, and computer skills required.
6. Ability to maintain confidentiality and professionalism while working with adolescents and families.
7. Bilingual skills are strongly preferred.
8. Ability to work independently in a school-based health center while collaborating with FCHC staff and University City High School personnel.

Confidentiality:

Respect for and maintenance of client and staff confidentiality is required.

The above responsibilities/duties describe the chief function (requirements) of the job (holder) and are not to be considered a detailed description of every responsibility/duty (requirement) of the job (holder).