Front Desk Specialist (Memorial)

Role Overview  

The Front Desk Specialist serves as a key contributor to the overall patient experience and plays a central role in supporting the healthcare team. As the first point of contact for individuals seeking care, this position ensures that every patient is welcomed, informed, and guided through the initial steps of their visit. By managing essential administrative processes, maintaining accurate records, and delivering exceptional customer service, the Front Desk Specialist helps create a smooth, efficient, and patient centered environment. 

Areas of Accountability 

This position is directly accountable for the following key areas: 

1. Patient Experience & Customer Service 

• Serve as the clinic’s first point of contact and set the tone for the patient’s visit. 

• Provide a welcoming, professional, and supportive environment. 

• Address questions, concerns, and complaints with empathy and clarity. 

1. Patient Intake & Information Management 

• Ensure accurate and complete patient information is collected and updated. 

• Manage required forms, documentation, and EHR entries with precision. 

• Maintain confidentiality and uphold privacy standards. 

1. Appointment & Scheduling Coordination 

• Schedule, confirm, and adjust appointments efficiently. 

• Support patient flow by managing check-ins, check‑outs, and walk‑ins. 

• Follow up on missed appointments and ensure daily schedules are fully dispositioned. 

1. Communication & Team Support 

• Maintain clear communication with clinical and administrative staff. 

• Relay information that supports smooth care delivery and operational efficiency. 

• Respond to EHR messages and tasks in a timely manner. 

1. Insurance & Eligibility Verification 

• Verify insurance coverage and eligibility prior to appointments. 

• Assist patients with understanding general payment expectations. 

• Coordinate with eligibility staff on admissions, renewals, and changes. 

1. Administrative & Operational Support 

• Answer phones, return messages, and document communications promptly. 

• Maintain organized, clean, and welcoming front‑of‑house areas. 

• Support basic administrative tasks such as supply tracking and payment collection. 

• Provide cross coverage when needed to ensure continuity of operations. 

1. Compliance, Training & Professional Standards 

• Participate in required training and maintain knowledge of policies and procedures. 

• Uphold professional conduct, accuracy, and reliability in all duties. 

• Follow organizational standards for safety, privacy, and service quality. 

1. Flexibility & Additional Responsibilities 

• Provide cross coverage to other clinics as needed. 

• Adapt to changing priorities and assist with tasks outside of routine responsibilities as needed. 

• Perform additional duties or special projects assigned to support organization operations. 

• Understand that the responsibilities listed are not intended to be all-inclusive and may evolve based on the needs of the clinic. 

Education, Licensure/Certification: 

• High school diploma or GED required. 

• Additional coursework or training in healthcare administration, customer service, or office management preferred. 

• Professional certifications in medical office administration or customer service are a plus. 

Experience, Skills/Abilities Related Requirements: 

• Minimum of 1 year of experience in a healthcare, customer service, or administrative setting. 

• Experience working with patients, clients, or the public in a fast paced environment preferred. 

• Strong ability to multitask while maintaining accuracy and attention to detail. 

• Demonstrated competency in communication, problem-solving, and maintaining professionalism under pressure. 

• Soft skills such as empathy, adaptability, teamwork, and a service oriented mindset 

• Proficiency with electronic health records (EHR) systems, scheduling software, and basic office technology and software preferred. 

• Bilingual proficiency in English and Spanish is preferred to support effective communication with patients, though candidates who are not bilingual are still encouraged to apply. 

Continuing Education and Training Requirements: 

• Participates in all required training and continuing education as outlined by the organization, funding sources, and any applicable licensure requirements.