Front Desk/Call Center Specialist - West Columbia, SC

Advanced Dermatology and Cosmetic Surgery•West Columbia, SC

2d•Onsite

About The Position

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 day2. Greet patients, answer phones3. Schedule appointments appropriately based on knowledge of services provided; handle patient appointment reminders and make calls to ensure schedule is full for next day4. Facilitate patient check-in; provide assistance to ensure patient is roomed timely5. Obtain referrals as required6. Scan patient identification cards and insurance cards; review patient benefits and eligibility7. Distribute information and forms, either paper or electronic8. Populate new patient information into records and update information for existing patient9. Scan documents into electronic health record as necessary10. Collect appropriate co-pays and/or balances owed by patient, generating receipt for patient; enter payments into billing system; address minor billing issues11. Perform check-out services for patient12. Review encounter forms for accuracy and completeness; enter charges from encounter form into billing system13. Balance day’s business (cash/checks/charges) with encounter forms; generate daily batch reconciliation14. Disclose information when required, using appropriate guidelines and following HIPAA regulations15. Prepare for next day’s appointments as needed16. Perform routine straightening and cleaning of waiting room areas17. Attend staff meetings and complete mandatory in-service education/training18. 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/supervisor23. 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 duties2. 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 assigned3. Excellent organizational skills (multitask, prioritize, and maintain accuracy in a fast-paced setting)4. Excellent verbal and written communication skills5. Skilled in using computers; skilled in typing/keyboarding with typing speed of 40 wpm or greater preferred6. Ability to practice confidentiality and follow HIPAA regulations with patient information7. Ability to practice professional ethics and use discretion concerning ADCS directives and proprietary information/trade secrets of the organization8. Ability to recognize a problem and effectively problem-solve, using guidance from the provider and/or Management when necessary9. Ability to manage time efficiently and adapt to change10. Team-oriented with the ability to also work independently within established protocols11. 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

Requirements

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
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
Excellent organizational skills (multitask, prioritize, and maintain accuracy in a fast-paced setting)
Excellent verbal and written communication skills
Skilled in using computers; skilled in typing/keyboarding with typing speed of 40 wpm or greater preferred
Ability to practice confidentiality and follow HIPAA regulations with patient information
Ability to practice professional ethics and use discretion concerning ADCS directives and proprietary information/trade secrets of the organization
Ability to recognize a problem and effectively problem-solve, using guidance from the provider and/or Management when necessary
Ability to manage time efficiently and adapt to change
Team-oriented with the ability to also work independently within established protocols
Ability to maintain high level of accuracy in all documentation and in the performance of all job duties
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 1 year of experience in a medical front office or centralized call center scheduling environment
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.
Ability to understand and follow instructions, both written and verbal.

Nice To Haves

Minimum of one (1) year dermatology practice experience preferred

Responsibilities

Reports to the Location Manager on duty for location where assigned each day
Greet patients, answer phones
Schedule appointments appropriately based on knowledge of services provided; handle patient appointment reminders and make calls to ensure schedule is full for next day
Facilitate patient check-in; provide assistance to ensure patient is roomed timely
Obtain referrals as required
Scan patient identification cards and insurance cards; review patient benefits and eligibility
Distribute information and forms, either paper or electronic
Populate new patient information into records and update information for existing patient
Scan documents into electronic health record as necessary
Collect appropriate co-pays and/or balances owed by patient, generating receipt for patient; enter payments into billing system; address minor billing issues
Perform check-out services for patient
Review encounter forms for accuracy and completeness; enter charges from encounter form into billing system
Balance day’s business (cash/checks/charges) with encounter forms; generate daily batch reconciliation
Disclose information when required, using appropriate guidelines and following HIPAA regulations
Prepare for next day’s appointments as needed
Perform routine straightening and cleaning of waiting room areas
Attend staff meetings and complete mandatory in-service education/training
Handle high-volume inbound/outbound calls as first point of contact for new and returning patients.
Schedule/reschedule using approved scheduling guidelines; fill first appropriate availability.
Execute patient outreach/recall activities (e.g., follow-ups, skin cancer awareness campaigns, seasonal promotions).
Work assigned error reports and task queues to resolve scheduling/data issues promptly.
Escalate template conflicts, access barriers, and service concerns to team lead/supervisor
Adhere to call handling standards (professional etiquette, empathy, de-escalation, accurate documentation).
Maintain productivity and quality assurance targets (AHT, ACW, adherence).
Perform other duties or special projects as assigned by Management.