Medical and Administrative Front Desk - Variable (45796)

The Medical and Administrative Front Desk position at the UCP Downtown-East front desk serves as the first point of contact for families, providing a welcoming and professional experience while ensuring efficient clinic operations. This role is responsible for greeting and checking in patients, coordinating and scheduling evaluations and ongoing appointments for occupational, physical, speech, and feeding therapies, and maintaining accurate and up-to-date patient paperwork. The Medical and Administrative Front Desk representative also manages cancellations and arranges timely make-up appointments, playing a key role in supporting therapist schedules.

Essential Job Functions:

• Lock/unlock front door and prepare lobby for therapy program families. 
• Answer phone calls and relay messages as needed. 
• Greet all visitors, employees and families entering the Downtown-East clinic in a positive and professional manner.
• Maintain knowledge of UCP programs to provide accurate and timely information to callers and visitors.
• Maintain a tidy and professional appearance of the reception and waiting areas.
• Proficient use of the Microsoft Office applications specifically including Word and Outlook.
• Write letters, emails, and texts in a professional manner.
• Other duties as necessary to achieve departmental and agency goals for the Laura Dozer location.
• Maintain confidentiality.
• Demonstrate UCP’s Values.
• Maintain consistent attendance. 

Therapy Program Responsibilities:

• Check-in children for therapy appointments.
• Verbally confirm future therapy appointments. 
• Put away cleaned toys to their correct location each morning.
• Update patient information and medical insurance information as needed into the EMR.
• Collect co-pays and deductibles at the point of service.
• Communicate with families to process cancellations and rescheduling needs. 
• Offer make-up and work-in appointments to families utilizing tracking spreadsheets.
• Monitor therapist schedules daily to maintain full schedules for the Downtown-East clinic, offering make-up and work-in appointments consistently for all open appointment times.
• Monitor and report family absences and attendance trends for the weekly team meeting.
• Provide general administrative support to the Downtown-East therapy team.
• Demonstrates continuous effort to improve operations, increase timely service and streamline work processes for therapies.
• Collaborate with the Therapy program administrative and leadership team to process new referrals for the Downtown-East Clinic, including:
  • Obtain intake paperwork, pre-evaluation questionnaires, previous therapy reports, and medical documents including referrals and physician prescriptions and entering into the EMR. 
  • Communicating with pediatricians and other medical referral sources to ensure medical documents such as prescription and records are received.
  • Scheduling therapy evaluations for children referred to UCP Downtown-East

• High School Diploma, with some college preferred  
• Bi-lingual Spanish/English preferred
• One year of professional experience in an office environment, healthcare or clinical setting is a plus
• Microsoft Office applications and general business computer use, virtual scheduling platforms, and healthcare data management systems
• Must be proficient in Microsoft Outlook - email & calendar management
• Experience in administrative and clerical procedures
• Medical front desk experience, a plus
• Able to meet all agency requirements for employment.
• Must demonstrate a high level of interpersonal skills, confidentiality and able to model UCP values. 

Key Competencies: 

• Professionalism 
• Customer service 
• Information management 
• Solid organizing and planning 
• Attention to detail 
• Reliable attendance and punctuality

Ability to: 

• Demonstrates empathy and understanding of the challenges faced by individuals with disabilities 

• Work under pressure, multi-tasking (i.e., handling tasks which come up simultaneously and/or unexpectedly and fast approaching deadlines). 
• Ability to work with a minimum amount of supervision; flexible, reliable and able to work effectively with others. 
• Effectively communicate verbally and in writing with members, families, visitors, employees and external business representatives. 
• Produce written documents with clearly organized thoughts using proper sentence construction, punctuation and grammar. 
• Work cooperatively with other employees and the public. 

• Handle confidential information