Front Desk Receptionist

Description

Department: Administrative Department

Classification: Full-Time — 40 hours/week

Schedule: Monday – Friday, 8:00 AM – 5:00 PM (or 4 days × 10 hours)

Reports To: Office Manager / Assistant Office Manager

FLSA Status: Non-Exempt

POSITION SUMMARY

At Clear Choice Dermatology, the Front Desk Receptionist is the face of our practice — the first and last impression every patient takes with them. This dual-function role encompasses both Check-In (CIR) and Check-Out (COR) responsibilities. As the Check-In Receptionist, you set the tone for each patient's visit by welcoming them warmly, verifying demographics and insurance, and managing patient flow with efficiency and care. As the Check-Out Receptionist, you ensure a seamless departure by reviewing provider orders, collecting payments, scheduling follow-ups, and managing the recall system. This position is foundational to both the patient experience and the financial health of Clear Choice Dermatology — and the right person brings professionalism, poise, and genuine dedication to every interaction.

CORE RESPONSIBILITIES

Check-In

• Welcome each patient promptly and professionally upon arrival; manage patient flow and update statuses in the EHR in real time
• Review the Appointment Reminders tool daily; update statuses, reschedule cancellations, and set 1-year recall for patients who do not reschedule
• Direct new patients — or those not seen within the past year — to complete registration paperwork and consent forms via kiosk prior to check-in
• Verify and update patient demographics, insurance information, PCP/referring physician, and PHI at every visit; document accurately in the EHR and appointment note
• Capture and import patient photo; scan insurance cards, driver's license, referrals, and medical records per practice protocol
• Review HMO referrals and authorizations before check-in; obtain a signed waiver or escalate to the Administrator if authorization is missing
• Inform patients of any outstanding balances at check-in; collect payment or direct to checkout as appropriate
• Proactively notify patients of wait times exceeding 20 minutes; offer to reschedule when necessary and communicate status to clinical staff
• Monitor patients in the waiting area; ensure comfort, safety, and a clean, welcoming environment throughout the day
• Contact no-show patients to reschedule; assess no-show fees per policy; document in the EHR and set recall
• Review end-of-day schedule to confirm all appointment statuses are updated to Checkout, Cancel, or No Show before leaving

Check-Out

• Review the encounter form to determine applicable CPT codes and charges; enter in the EHR using the current fee schedule
• Collect copays, coinsurances, deductibles, and outstanding balances; explain all fees to patients clearly and courteously
• Apply credits toward balances due; send a task to the Billing Manager for any remaining credit refunds
• Dispense provider-recommended products; obtain all required signatures and informed consent documentation
• Provide receipts to patients (email preferred); prepare quotes as requested by providers or MAs
• Schedule all follow-up appointments and recommended treatments; enter every patient into the 1-year recall system
• Enroll all melanoma and history-of-melanoma patients into 3-month, 6-month, and 1-year follow-up recall
• Enroll patients purchasing prescription products into a 3-week aesthetician follow-up recall
• Enroll patients completing aesthetic treatments into recall per the aesthetician's recommendation
• Verify ABN is scanned for all potentially non-covered procedures; add GA modifier to the claim once confirmed
• At end of day: lock drawer, retail cabinet, and office doors; activate night phones and set alarm

Billing & Daily Reconciliation

• Reconcile daily receipts and collections with end-of-day reports; confirm accuracy with a Check-In staff member's initials on the deposit slip
• Count petty cash daily and document on the log; record all transactions in the Daily Number Report (DNR)
• Prepare the nightly deposit and deliver to the Office Administrator following practice protocols
• Balance the checked-in appointment report with the number of claims in Financial / New Bills
• Review, post, and reconcile charges; ensure referral and authorization numbers are on all claim forms; submit claims
• Enter HMO follow-up appointment tasks for the Eligibility Specialist as needed
• Perform weekly inventory count of retail products; record in the shared drive spreadsheet; notify the Aesthetician and Administrator of any discrepancies
• Unpack product shipments; cross-check contents against the packing slip; initial and attach to order form and invoice; deliver to the Administrator. Label all products and fully stock the retail cabinet

Phone Coverage

• Answer all incoming calls within 3 rings in a warm, professional manner; answer the back line within a few rings
• Quickly assess the nature of each call and route appropriately: urgent calls to clinical staff, clinical inquiries to the designated MA, billing questions to the Office Manager/Billing Manager, and complaints or compliments to the Administrator
• Take accurate, complete messages per practice protocols; use Tasks in the EMR to communicate with colleagues — Post-It notes are not an acceptable substitute
• Always ask permission before placing a caller on hold
• When the requested party is unavailable, offer to transfer the caller to their voicemail
• Prioritize patients standing at the front desk; ask a colleague to handle held calls whenever possible
• Create recall for any patient who cancels without rescheduling

Scheduling

• Schedule all appointments according to provider templates; obtain prior approval from the Office Manager for any exceptions or add-ons
• Accurately enter and update all patient demographics, insurance, PCP, and referring physician information in the EHR at time of scheduling
• Activate the patient portal for all new patients and instruct them to log in within 24 hours; direct established patients to the portal for form updates
• Verify insurance eligibility at the time of scheduling
• For HMO plans requiring a referral: inform the patient to contact their PCP, and immediately fax the 'Referral/Auth Request' template to the PCP or task the Referral Specialist
• Submit a task to the Referral Specialist whenever prior authorization is required
• Instruct all new and established patients to arrive with their referral, medical records, insurance card(s), and photo ID
• Cancel and reschedule appointments correctly per protocol; document in the appointment/cancellation note; utilize the recall system for all cancellations and missed visits

Pre-Visit Preparation

• Review benefits, referrals, and authorizations 2 days before each scheduled appointment; confirm they are in the patient's chart for the correct provider and have not expired
• Document all relevant financial information in the Appointment Note (outstanding balance, credits, authorization requirements, high deductible) to prepare patients for their financial responsibility at checkout
• Task the Referral Specialist for any missing or expired authorizations

DAILY STRUCTURE

Throughout the Day

• Review emails, Tasks, faxes, and voicemail a minimum of 4 times daily: on arrival, before lunch, after lunch, and before leaving
• Return all communications promptly and within the same business day
• Upload all electronic faxes and patient documents to the appropriate chart in the EHR
• Promote the patient portal at every opportunity; address portal tasks per practice protocols

End of Day

• Confirm all patient appointment statuses are updated to Checkout, Cancel, or No Show
• Review the next 5 days of the schedule; flag any scheduling concerns with appropriate staff
• Reconcile collections and prepare the deposit; lock the drawer, retail cabinet, and all doors; activate night phones and set the alarm
• Ensure the retail cabinet is fully stocked and properly labeled; keep the checkout desk clean and organized

Day After

• Reconcile daily receipts with end-of-day reports; count petty cash and record in the DNR
• Prepare deposit and deliver to the Office Administrator
• Balance the checked-in appointment report with claims in Financial / New Bills; post charges and submit claims

Requirements

POSITION REQUIREMENTS

Education & Experience

• High school diploma or GED required
• 2 years of medical office or front desk experience preferred but not required
• Dermatology or specialty practice experience preferred but not required; prior EMR/EHR experience strongly valued

Skills & Competencies

• Proficiency with EMR software (EMA/Modernizing Medicine preferred), Microsoft Word, and Outlook
• Accurate and efficient data entry; ability to type a minimum of 60 WPM
• Working knowledge of contracted insurance plans, HMO authorization processes, and HIPAA policies
• Strong verbal and written communication skills with professional, warm phone etiquette
• Exceptional customer service skills; treats every patient and team member with genuine respect and patience
• Strong organizational skills with the ability to multi-task and maintain accuracy in a high-volume environment
• Demonstrated ability to maintain strict patient confidentiality at all times
• Team-oriented and solutions-focused, aligned with Clear Choice Dermatology's culture of care, accountability, and excellence

PHYSICAL DEMANDS

• Primarily a desk-based role with periods of walking, bending, and reaching; standing approximately 25% of the shift
• Occasional lifting of 20–40 lbs (up to 25% of the time)
• Ability to operate a multi-line telephone system, computer keyboard, and adding machine
• Vision correctable to 20/20; hearing sufficient for telephone communication and in-person patient interactions

WORKING CONDITIONS

• Work is performed in a professional outpatient medical office environment
• Frequent patient-facing interactions requiring a consistently calm, professional, and welcoming demeanor
• Occasional extended hours may be required during high-volume days or in the event of staff absences
• All HIPAA and applicable compliance regulations must be observed at all times

WORK STANDARDS

• Arrive 15 minutes before the scheduled practice start time to ensure the front desk is ready to open
• Maintain a professional appearance in the required uniform; refrain from wearing perfume or strong scents
• Consistently model a positive, upbeat, and solutions-oriented attitude in all interactions with patients, providers, and team members
• Complete all assigned tasks within practice-established timelines; communicate any delays proactively to the Office Manager
• Adhere strictly to HIPAA, OSHA, and all applicable compliance regulations at all times
• Report any broken equipment or facility concerns to the Office Manager immediately
• Represent Clear Choice Dermatology with professionalism, integrity, and a genuine commitment to every patient's experience