Front Office Operator

The Front Office Operator is responsible for managing incoming phone communications and providing exceptional customer service to patients, staff, and external callers. This position serves as the primary point of contact for incoming calls, assisting with call routing, appointment support, patient inquiries, and communication coordination throughout the organization.

This role is intended to remain flexible as operational workflows and organizational needs continue to evolve. Responsibilities may be adjusted over time to best support patient access, communication efficiency, and organizational operations.

Essential Duties and Responsibilities

• Answer and route incoming phone calls in a professional, courteous, and timely manner.
• Assist patients with scheduling appointments and directing calls to appropriate departments.
• Provide general information regarding organizational services, locations, office hours, and procedures.
• Support communication between patients, providers, and departments.
• Document and relay messages accurately and efficiently.
• Assist with patient registration updates and demographic verification over the phone as needed.
• Utilize Athena One and other organizational systems to document call activity and patient information.
• Maintain confidentiality of patient and organizational information in accordance with HIPAA regulations.
• Provide excellent customer service and professionally handle patient concerns and inquiries.
• Support workflow efficiency and communication coordination within the organization.
• Participate in workflow improvement initiatives and operational support activities as assigned.
• Perform other duties as assigned.

Qualifications

• High school diploma or equivalent required.
• Previous experience in healthcare reception, call center operations, customer service, or administrative support preferred.
• Excellent phone etiquette and strong communication skills.
• Strong customer service and interpersonal skills.
• Ability to multitask and work efficiently in a fast-paced environment.
• Basic computer skills and experience with electronic systems preferred.
• Strong organizational skills and attention to detail.
• Ability to work independently and collaboratively within a team environment.

Physical Requirements

• Ability to sit for extended periods of time.
• Frequent use of computers, phones, and office equipment.
• Occasional lifting of office materials up to 20 pounds.

Reporting Structure

This position reports directly to the Front Office Manager.