Location:

Hiring Range:

Position Summary: 

Coordinates incoming telephone communications for the office by answering, screening, and routing calls efficiently. Ensures callers receive prompt assistance and are connected to the appropriate department, provider, or staff member to support effective office operations and customer service.

Key Performance Areas:  

KPA 1. Call Management & Customer Service

·       Serve as the primary point of contact for incoming calls, ensuring calls are answered promptly, professionally, and routed to the appropriate staff member, provider, or department.

·       Obtain and relay accurate messages and information to support timely patient care and office operations.

·       Communicate effectively with patients, caregivers, physicians, and staff while demonstrating excellent customer service and professionalism.

KPA 2. Patient Registration & Records Management

·       Coordinate new patient appointment requests by collecting and documenting required demographic, insurance, and referral information.

·       Retrieve, maintain, and update patient information within the electronic medical record (EMR) system.

·       Ensure accuracy, completeness, and attention to detail in all patient records and documentation activities.

KPA 3. Compliance, Confidentiality & Quality

·       Maintain the confidentiality and security of patient, employee, and organizational information in accordance with HIPAA and applicable privacy regulations.

·       Comply with all federal, state, and organizational policies, procedures, and regulatory requirements related to patient care, safety, billing, and records management.

·       Demonstrate knowledge of medical terminology and documentation standards to support accurate information handling.

KPA 4. Office Operations & Resource Management

·       Maintain an organized work environment and ensure records, equipment, and supplies are managed appropriately.

·       Support continuous office operations through responsible use and care of company equipment and resources.

·       Adapt to changing business needs, including supporting multiple office locations and working additional hours when required.

KPA 5. Teamwork, Collaboration & Organizational Support

·       Collaborate effectively with physicians, nurses, financial counselors, office leadership, and other team members to ensure efficient patient service.

·       Assist with onboarding and training of new employees as assigned.

·       Contribute to a positive team environment through strong communication, flexibility, and a commitment to organizational goals.

Required Qualifications: 

Education:   High School Diploma or equivalent required

Additional coursework or training in medical office administration, healthcare administration , or a related field preferred.

Experience:

·       Experience handling high-volume inbound calls and directing calls to appropriate individuals or departments.

·       Previous experience in a medical office, healthcare, or clinical setting preferred.

·       Experience working with electronic medical records (EMR) systems and maintaining accurate documentation preferred.

Minimum Relevant Experience:

• Strong interpersonal and communication skills with diverse populations
• Critical thinking, problem-solving, and organizational skills
• Ability to manage competing priorities in a fast-paced, multi-site environment
• Proficiency in Microsoft Word, Excel, PowerPoint, and Outlook

Skills

·       Working knowledge of medical terminology.

·       Understanding of medical record documentation requirements and confidentiality standards.

·       Strong verbal communication, customer service, and interpersonal skills.

·       Ability to interact professionally and effectively with patients, providers, staff, and individuals with diverse personalities.

·       Proficiency with computer systems, electronic medical records, and standard office software applications.

·       Strong attention to detail, organization, and accuracy.

·       Ability to maintain confidentiality and handle sensitive information appropriately.

·       Ability to prioritize tasks, multitask, and work effectively in a fast-paced environment.

Travel:   0%

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