Front Desk Medical Office Registration Clerk

ProVia•New Philadelphia, OH

10d•Onsite

About The Position

The Front Desk Medical Office Registration Clerk is the welcoming first point of contact for patients and families at the ProVia Health and Wellness Clinic. This role creates a calm, organized, and highly responsive front-office experience while completing accurate registration, scheduling, communication, records, and administrative work. In a direct primary care setting, the Clerk helps make access feel personal and easy and ensures that each patient knows what to expect and what comes next. The ideal candidate combines outpatient medical-office experience with polished communication and executive-assistant-level organization. The Clerk anticipates needs, protects confidential information, manages competing priorities, supports providers and clinic leadership, and follows every request through resolution without losing the warmth and attentiveness patients should feel at the front desk. The clinic will be owned by ProVia and developed and operated by Branches Healthcare. The Clerk must reinforce the separation between confidential clinical care and the patient’s employment relationship and must never disclose protected health information without appropriate authorization, except as required by law. Patient Experience Commitment: Every person should be greeted promptly, treated with dignity, and guided with clear communication. The Clerk is expected to anticipate needs, reduce friction, protect privacy, communicate delays, and take ownership until the patient’s front-office need is resolved.

Requirements

High school diploma or equivalent required
Prior outpatient medical-office registration, scheduling, reception, or administrative experience preferred
Experience in direct primary care, primary care, family medicine, internal medicine, or a similar setting is strongly preferred
Excellent verbal, written, telephone, and in-person communication skills, with the ability to explain information clearly and professionally
Executive-assistant-level organization, calendar management, prioritization, correspondence, meeting support, proofreading, and follow-through preferred
Comfort with electronic health records, scheduling systems, secure messaging, standard office software, document management, and accurate data entry
Ability to complete required background checks, training, privacy and security education, and competency validation
Sitting, standing, walking, frequent communication and computer use, handling documents, and moving routine office supplies

Nice To Haves

Additional education in medical office administration, business, health care, or a related field preferred

Responsibilities

Create an exceptional first impression by welcoming patients and visitors warmly, using preferred names, making eye contact, and maintaining a calm and professional front desk.
Guide the patient experience by explaining check-in, expected wait times, clinic processes, and next steps in clear language and providing updates before patients have to ask.
Listen and respond with empathy, recognizing concerns, adapting communication to the patient’s needs, and involving the appropriate team member promptly.
Own service recovery by addressing routine concerns respectfully, apologizing when appropriate, finding practical solutions, and escalating issues that require clinical or leadership attention.
Protect privacy and dignity by using discreet communication, safeguarding documents and screens, and avoiding discussions of sensitive information where others may hear.
Support an inclusive experience by communicating respectfully with patients of varied backgrounds, abilities, health-literacy levels, and comfort with technology.
Register patients accurately by verifying identity, demographics, contact information, emergency contacts, clinic eligibility, required forms, consents, and communication preferences.
Complete check-in and check-out, confirming visit details, alerting the clinical team to arrivals, providing approved follow-up information, and scheduling the next appointment when needed.
Manage appointment schedules by scheduling, rescheduling, and canceling visits; maintaining waitlists; sending reminders; and helping patients select the appropriate visit type without providing clinical advice.
Manage incoming communications by answering telephone calls and monitoring approved email, portal, and telehealth message queues; documenting requests and routing them according to urgency and clinic workflow.
Support easy access by helping patients use the portal, complete forms, understand clinic access channels, and connect with the correct team member with minimal handoffs.
Maintain accurate records by scanning, indexing, filing, faxing, and retrieving documents; processing approved release-of-information requests; and correcting registration errors through established procedures.
Coordinate outside information by requesting records, confirming receipt of referral or diagnostic documents, and helping ensure the care team has needed information before the visit.
Follow through to closure by tracking open registration, scheduling, documentation, and communication tasks and confirming that the patient or receiving team has what is needed.
Support daily clinic flow by reviewing schedules, identifying potential bottlenecks, participating in huddles, communicating changes, and helping the team maintain an organized patient experience.
Provide high-level administrative support by managing calendars, prioritizing requests, preparing correspondence, organizing meeting materials, coordinating visitors, and supporting clinic leadership with discretion and accuracy.
Anticipate team needs by preparing forms and information in advance, identifying missing details, reminding responsible parties of deadlines, and surfacing conflicts early.
Maintain polished communications by drafting and proofreading routine letters, emails, instructions, agendas, and other materials using clear grammar, professional tone, and approved templates.
Coordinate supplies and shared spaces by monitoring front-office materials, maintaining an orderly reception area, and reporting facility, equipment, safety, or supply concerns promptly.
Support worksite and clinic activities by assisting with outreach scheduling, patient communications, meetings, events, and other approved activities requiring strong coordination.
Improve the front-office experience by using patient feedback and recurring issues to recommend improvements in scheduling, communication, forms, signage, and workflow.