Front Desk I

KEY RESPONSIBILITIES

• Greet patients and visitors promptly, confirm the purpose of their visit, and provide appropriate check-in guidance.

• Register new patients and update returning patient demographic, contact, guarantor, and insurance information according to established procedures.

• Verify appointment details, obtain required forms or information, and identify missing registration items for follow-up or escalation.

• Schedule, reschedule, confirm, cancel, or route routine appointment requests using approved scheduling workflows.

• Answer incoming telephone calls, identify caller needs, provide routine information within role scope, and route messages or calls to the appropriate staff member.

• Collect and document patient payments, copayments, or other routine front-desk transactions in accordance with established practice procedures.

• Provide patients with routine forms, instructions, and practice information as directed, and refer clinical questions to licensed clinical staff.

• Monitor the reception area and waiting room, communicate patient arrival or delays to appropriate team members, and help maintain an orderly patient flow.

• Scan, upload, distribute, or route front-office documents, forms, and correspondence to the appropriate record, queue, or department.

• Assist with end-of-day front-desk activities, including reconciliation support, appointment preparation, and secure handling of assigned documents or materials.

Operational Responsibilities

• Maintain accurate appointment schedules, registration worklists, patient messages, and other assigned front-desk queues.

• Prepare routine registration materials and review upcoming appointments for missing or incomplete information when assigned.

• Keep the reception area, forms, supplies, and patient-facing materials organized and ready for daily operations.

• Follow established procedures for routing records, faxes, referrals, forms, and incoming correspondence to the appropriate team or workflow.

Communication & Collaboration

• Communicate respectfully and clearly with patients, families, visitors, providers, clinical staff, billing staff, and other practice personnel.

• Coordinate with clinical teams regarding patient arrivals, appointment status, delays, and routine patient-flow needs.

• Route clinical, urgent, billing, referral, records, and scheduling questions to the appropriate staff member or department.

• Provide accurate status updates to patients when wait times, scheduling changes, or follow-up needs are known.

Quality & Compliance

• Follow established registration, scheduling, payment-handling, documentation, privacy, and information-security procedures.

• Confirm patient identity and use approved systems and workflows when accessing, entering, or updating patient information.

• Maintain accurate and timely documentation of assigned front-desk activities, messages, payments, and patient information updates.

• Use discretion when discussing patient information in public-facing areas and direct sensitive conversations to an appropriate setting when possible.

Performance Expectations

• Provides a welcoming, respectful, and service-oriented experience for patients and visitors.

• Completes registration, scheduling, telephone, and check-in tasks accurately and within expected timeframes.

• Maintains organized work areas, queues, documentation, and patient-facing materials.

• Uses approved systems and follows established front-office procedures consistently.

• Demonstrates reliable attendance, professional communication, and appropriate escalation of non-routine issues.

QUALIFICATIONS

• High school diploma or equivalent.

• Ability to provide courteous, professional service to patients, visitors, and callers in a busy practice setting.

• Effective verbal and written communication skills.

• Ability to accurately enter, update, and review patient demographic, contact, and insurance information.

• Ability to learn and use scheduling, registration, phone, and other practice-management systems.

• Ability to organize routine work, manage multiple tasks, and follow established front-desk procedures.

• Ability to maintain confidentiality and use sound judgment when handling patient and practice information.

• Prior customer service, reception, medical office, or healthcare administrative experience.

• Experience with patient registration, appointment scheduling, insurance verification, or referral-related workflows.

• Experience using an electronic health record, practice-management system, or multi-line phone system.

• Knowledge of common medical office terminology and front-desk workflows.

POSITION PURPOSE

The purpose of this position is to provide reliable front-desk support that promotes accurate patient information, timely patient flow, clear communication, and a professional practice environment. The Front Desk I performs assigned administrative and patient-facing activities within established procedures, uses approved practice systems, and coordinates with clinical and administrative staff to support continuity of care and day-to-day operations.