Receptionist/Scheduler (DHWC)

Role Overview & Responsibilities

Position Summary

The Receptionist Scheduler serves as the first point of contact for patients and clients, providing professional front-office support in a clinical setting. This role ensures accurate patient registration, scheduling, documentation, and coordination of services to support a positive patient experience and efficient clinic operations.

Scope and Impact

Responsible for managing front desk operations, supporting multiple departments with scheduling and patient coordination, and maintaining accurate documentation within the Electronic Health Record (EHR) system. Directly impacts patient satisfaction, clinic flow, and revenue cycle accuracy.

Decision Making Authority

Exercises independent judgment in prioritizing patient needs, managing appointment urgency, resolving scheduling conflicts, and escalating concerns to leadership when appropriate.

Interactions / Working Relationships

Frequent interaction with patients, families, clinical staff, leadership, and external providers. Regular communication via phone, email, internal messaging platforms, and in-person coordination.

Essential Duties and Responsibilities

• Greet and check-in patients in a courteous and professional manner (15%).
• Serves as a float receptionist scheduler across clinic locations, providing coverage and support for departments experiencing staffing shortages or increased operational needs (15%).
• Schedule, reschedule, and confirm appointments across departments, including transportation and internal referrals (20%).
• Answer and route incoming calls; document detailed and accurate information in organizational systems (10%).
• Collect, verify, and document patient demographic, insurance, and payment information in the EHR (10%).
• Collect payments, issue receipts, and prepare daily deposits in accordance with department policies (10%).
• Perform chart checks, review patient histories, and complete next-day and future chart preparation (10%).
• Coordinate with clinical staff to manage patient flow and enhance patient experience (10%).
• Handle patient inquiries and complaints with empathy; escalate issues as needed (5%).
• Process external medical record requests and complete follow-ups (5%).
• Maintain front office organization, respond to internal communications, complete EHR inbox tasks, and support administrative functions including filing and data entry (5%).

Supervisory or Leadership Responsibilities

This position does not supervise others.

Qualifications

Minimum Qualifications (Required)

• Education: High school diploma or equivalent required.
• Licenses/Certifications: None required
• Experience: Minimum one year of experience as a medical receptionist required. Experience with Electronic Health Record (EHR) systems required.
• Bilingual proficiency in Spanish (required).

Preferred Qualifications

• Knowledge of medical terminology and procedures.
• Proficiency in medical management software.
• Additional experience in a clinical setting.

Knowledge, Skills, and Abilities (KSAs)

Strong interpersonal, organizational, and communication skills. Ability to maintain confidentiality, demonstrate professionalism, think critically, interpret data, prioritize patient needs, and work independently.

Language Skills

• Bilingual proficiency in Spanish (required).

Technology and Tools

Proficient in Internet use, Microsoft Office Suite (Outlook, Word, Excel), Smartsheet, and Electronic Health Record (EHR) systems.

Work Environment and Physical Demands

Work is performed in a medical clinic environment with direct patient contact. Position requires bending, stooping, twisting, turning, walking, climbing step stools, sitting and standing for extended periods. Must be able to lift and maneuver up to 25 pounds.

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