What are the responsibilities and job description for the Front Desk/Call Center Specialist - West Columbia, SC position at Advanced Dermatology and Cosmetic Surgery?
SUMMARY
The Front Office & Call Center Specialist is a cross-trained position responsible for delivering an excellent patient experience across all access points: in person at the clinic front desk and by phone through the call center. This role greets and registers patients, manages check-in and check-out, collects payments, verifies insurance, schedules and reschedules appointments, and supports patient outreach campaigns. Duties are performed professionally, accurately, and promptly to ensure smooth clinic operations, schedule integrity, and compliance with HIPAA and organizational policies.
Essential duties and responsibilities:
1. Reports to the Location Manager on duty for location where assigned each day
2. Greet patients, answer phones
3. Schedule appointments appropriately based on knowledge of services provided; handle patient appointment reminders and make calls to ensure schedule is full for next day
4. Facilitate patient check-in; provide assistance to ensure patient is roomed timely
5. Obtain referrals as required
6. Scan patient identification cards and insurance cards; review patient benefits and eligibility
7. Distribute information and forms, either paper or electronic
8. Populate new patient information into records and update information for existing patient
9. Scan documents into electronic health record as necessary
10. Collect appropriate co-pays and/or balances owed by patient, generating receipt for patient; enter payments into billing system; address minor billing issues
11. Perform check-out services for patient
12. Review encounter forms for accuracy and completeness; enter charges from encounter form into billing system
13. Balance day’s business (cash/checks/charges) with encounter forms; generate daily batch reconciliation
14. Disclose information when required, using appropriate guidelines and following HIPAA regulations
15. Prepare for next day’s appointments as needed
16. Perform routine straightening and cleaning of waiting room areas
17. Attend staff meetings and complete mandatory in-service education/training
18. Handle high-volume inbound/outbound calls as first point of contact for new and returning patients.
19. Schedule/reschedule using approved scheduling guidelines; fill first appropriate availability.
20. Execute patient outreach/recall activities (e.g., follow-ups, skin cancer awareness campaigns, seasonal promotions).
21. Work assigned error reports and task queues to resolve scheduling/data issues promptly.
22. Escalate template conflicts, access barriers, and service concerns to team lead/supervisor
23. Adhere to call handling standards (professional etiquette, empathy, de-escalation, accurate documentation).
24. Maintain productivity and quality assurance targets (AHT, ACW, adherence).
25. Perform other duties or special projects as assigned by Management.
Knowledge, skills, and abilities:
1. Knowledge of ADCS policies and applicable government regulations and standards, and the ability to actively apply that knowledge in the performance of all job duties
2. Knowledge of electronic health record access-level privileges and responsibilities, and the ability to perform electronic health record job duties for this position within the parameters of the access level assigned
3. Excellent organizational skills (multitask, prioritize, and maintain accuracy in a fast-paced setting)
4. Excellent verbal and written communication skills
5. Skilled in using computers; skilled in typing/keyboarding with typing speed of 40 wpm or greater preferred
6. Ability to practice confidentiality and follow HIPAA regulations with patient information
7. Ability to practice professional ethics and use discretion concerning ADCS directives and proprietary information/trade secrets of the organization
8. Ability to recognize a problem and effectively problem-solve, using guidance from the provider and/or Management when necessary
9. Ability to manage time efficiently and adapt to change
10. Team-oriented with the ability to also work independently within established protocols
11. Ability to maintain high level of accuracy in all documentation and in the performance of all job duties
Professionalism/Communication
To the extent necessary for the performance of the job duties of a Front Desk employee – such as in the collection of deductibles and co-pays, and balancing the day’s business – the ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, decimals, and percentages.
REASONING ABILITY
Ability to understand and follow instructions, both written and verbal.
WORK ENVIRONMENT AND CONDITIONS
Frequent in-person interactions; coordination with clinical staff; lobby management; occasional conflict resolution; occasional weekends as needed. Continuous telephone contact; adherence to schedule blocks; potential overtime or emergency shifts during surges. Occasional local day travel for coverage/training may be required.
PHYSICAL DEMANDS
Work requires prolonged periods of sitting, with periods of standing and walking. Tasks require grasping, fine finger and hand dexterity, and computer keyboarding and mouse usage. This position requires that the employee be able to push/pull, reach, bend, and kneel/crouch/squat. Lifting up to 10 pounds required, with occasional lifting up to 25 pounds. Normal vision required, with or without corrective lenses. Normal hearing is required.
NOTE: This job description may not include all duties assigned to the associate and may be updated and modified by Management, without notice, according to the operations at any given time.
The Front Office & Call Center Specialist is a cross-trained position responsible for delivering an excellent patient experience across all access points: in person at the clinic front desk and by phone through the call center. This role greets and registers patients, manages check-in and check-out, collects payments, verifies insurance, schedules and reschedules appointments, and supports patient outreach campaigns. Duties are performed professionally, accurately, and promptly to ensure smooth clinic operations, schedule integrity, and compliance with HIPAA and organizational policies.
Essential duties and responsibilities:
1. Reports to the Location Manager on duty for location where assigned each day
2. Greet patients, answer phones
3. Schedule appointments appropriately based on knowledge of services provided; handle patient appointment reminders and make calls to ensure schedule is full for next day
4. Facilitate patient check-in; provide assistance to ensure patient is roomed timely
5. Obtain referrals as required
6. Scan patient identification cards and insurance cards; review patient benefits and eligibility
7. Distribute information and forms, either paper or electronic
8. Populate new patient information into records and update information for existing patient
9. Scan documents into electronic health record as necessary
10. Collect appropriate co-pays and/or balances owed by patient, generating receipt for patient; enter payments into billing system; address minor billing issues
11. Perform check-out services for patient
12. Review encounter forms for accuracy and completeness; enter charges from encounter form into billing system
13. Balance day’s business (cash/checks/charges) with encounter forms; generate daily batch reconciliation
14. Disclose information when required, using appropriate guidelines and following HIPAA regulations
15. Prepare for next day’s appointments as needed
16. Perform routine straightening and cleaning of waiting room areas
17. Attend staff meetings and complete mandatory in-service education/training
18. Handle high-volume inbound/outbound calls as first point of contact for new and returning patients.
19. Schedule/reschedule using approved scheduling guidelines; fill first appropriate availability.
20. Execute patient outreach/recall activities (e.g., follow-ups, skin cancer awareness campaigns, seasonal promotions).
21. Work assigned error reports and task queues to resolve scheduling/data issues promptly.
22. Escalate template conflicts, access barriers, and service concerns to team lead/supervisor
23. Adhere to call handling standards (professional etiquette, empathy, de-escalation, accurate documentation).
24. Maintain productivity and quality assurance targets (AHT, ACW, adherence).
25. Perform other duties or special projects as assigned by Management.
Knowledge, skills, and abilities:
1. Knowledge of ADCS policies and applicable government regulations and standards, and the ability to actively apply that knowledge in the performance of all job duties
2. Knowledge of electronic health record access-level privileges and responsibilities, and the ability to perform electronic health record job duties for this position within the parameters of the access level assigned
3. Excellent organizational skills (multitask, prioritize, and maintain accuracy in a fast-paced setting)
4. Excellent verbal and written communication skills
5. Skilled in using computers; skilled in typing/keyboarding with typing speed of 40 wpm or greater preferred
6. Ability to practice confidentiality and follow HIPAA regulations with patient information
7. Ability to practice professional ethics and use discretion concerning ADCS directives and proprietary information/trade secrets of the organization
8. Ability to recognize a problem and effectively problem-solve, using guidance from the provider and/or Management when necessary
9. Ability to manage time efficiently and adapt to change
10. Team-oriented with the ability to also work independently within established protocols
11. Ability to maintain high level of accuracy in all documentation and in the performance of all job duties
Professionalism/Communication
- Project a professional manner and image, including proper workplace attire and grooming standards; always exhibit professional conduct
- Adhere to ethical principles and core ADCS values
- Treat all patients and staff with respect, compassion, and empathy, recognizing and respecting cultural diversity
- Demonstrate initiative and responsibility for actions
- Work as an effective team member
- Maintain a strong record for attendance and punctuality in arriving at work
- Enhance skills through continuing education
- Listen, speak and interact effectively with patients and coworkers; adapt communication for understanding
- High school diploma or GED required
- Minimum of one (1) year dermatology practice experience preferred
- Minimum 1 year of experience in a medical front office or centralized call center scheduling environment
- None required
To the extent necessary for the performance of the job duties of a Front Desk employee – such as in the collection of deductibles and co-pays, and balancing the day’s business – the ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, decimals, and percentages.
REASONING ABILITY
Ability to understand and follow instructions, both written and verbal.
WORK ENVIRONMENT AND CONDITIONS
Frequent in-person interactions; coordination with clinical staff; lobby management; occasional conflict resolution; occasional weekends as needed. Continuous telephone contact; adherence to schedule blocks; potential overtime or emergency shifts during surges. Occasional local day travel for coverage/training may be required.
PHYSICAL DEMANDS
Work requires prolonged periods of sitting, with periods of standing and walking. Tasks require grasping, fine finger and hand dexterity, and computer keyboarding and mouse usage. This position requires that the employee be able to push/pull, reach, bend, and kneel/crouch/squat. Lifting up to 10 pounds required, with occasional lifting up to 25 pounds. Normal vision required, with or without corrective lenses. Normal hearing is required.
NOTE: This job description may not include all duties assigned to the associate and may be updated and modified by Management, without notice, according to the operations at any given time.