Receptionist/Scheduler (DHWC- Behavioral Health)

Position Summary

The Receptionist Scheduler is responsible for providing excellent customer service to patients while performing administrative and clerical tasks to support clinic operations. This role includes managing patient check-ins, scheduling, payment collection, maintaining records, and ensuring effective communication between patients and clinical staff. The position requires proficiency in medical and dental office procedures, technology systems, and strong interpersonal skills to enhance the patient experience.

Scope and Impact

Supports front desk and administrative functions that directly impact clinic efficiency and patient satisfaction. Ensures timely and accurate service to maintain clinic workflow.

Decision-Making Authority

Uses discretion to manage scheduling priorities, resolve documentation issues, and escalate concerns when necessary.

Interactions / Working Relationships

Engages daily with patients, clinical providers, administrative staff, and external contacts. Requires clear communication and excellent service orientation.

Essential Duties and Responsibilities

• Retrieves high volume of incoming calls, screens and directs to appropriate personnel or department.
• Schedules, updates, and accommodates patient preferences for patient appointments for multiple providers and departments.
• Maintains privacy of protected health information (PHI) in accordance with HIPAA 
• Maintains medical and/or dental electronic records.
• Supports all clinic and clinical support areas of organization to include Medical, MAP, Health Education, Dental, Behavioral Health, Psychiatry, Physical Therapy, Charity Care, Parenting and Registration department. 
• Collects payments for services and products and prepares deposits daily.
• Collects and reviews registration documents.
• Provides excellent customer service.
• Process request for external medical records.
• Welcomes on-site visitors, determines nature of business, and announces visitor to appropriate personnel.
• Orders, receives, and maintains office supplies.
• Assists in the resolution of complaints, requests, and inquiries from all patients.
• Routes incoming, outgoing mail, and correspondence, including e-mail and faxes.
• Performs other clerical duties as needed, such as filing, faxing, photocopying, and collating.
• Responds rapidly and appropriately to complaints, volatile patients, and clients; Initiates de-escalation, remedies and resolutions or elevates to appropriate leader or another staff member.  

Supervisory or Leadership Responsibilities

This position does not supervise other employees.

Qualifications

Minimum Qualifications (Required)

• High School diploma or equivalent required
• Licenses/Certifications: None
• One year of medical and dental receptionist experience required.
• Other Required Skills/Knowledge: Knowledge of medical and dental terminology and procedures preferred.

Preferred Qualifications

• Advanced degrees, certifications, or specialized training
• Additional years of relevant experience
• Bilingual or multilingual proficiency
• Experience with specific populations or programs

Knowledge, Skills, and Abilities (KSAs)

Strong interpersonal, organizational, and multitasking skills. Ability to use critical thinking to prioritize tasks and resolve issues. Professional and confidential communication required.

Language Skills

Fluency in English required. Bilingual in Spanish required. Ability to communicate clearly with patients and staff

Technology and Tools

Proficient in Internet use, Microsoft Office Suite (Outlook, Word, Excel), and Smartsheet. Experience with electronic health record (EHR) systems required.

Work Environment and Physical Demands

Work is performed in a medical and dental office environment with frequent interaction with patients. The role requires bending, stooping, twisting, turning, walking, using step stools, sitting and standing for extended periods, and lifting up to 25 pounds.