Front Office Clerk

Position Description:

Under the direct supervision of the Clinic Administrator or designee, the Front Office Specialist serves as the first point of contact for patients, visitors, and community partners, creating a professional, welcoming, and patient-centered experience. This position is responsible for performing front office operations that support efficient clinic workflow, patient registration, scheduling, insurance verification, financial screening, customer service, and administrative functions.

The Front Office Specialist plays a critical role in ensuring accurate patient registration, maintaining the integrity of the electronic health record (EHR), protecting patient confidentiality, facilitating access to care, and supporting providers and clinical staff in delivering high-quality healthcare services. This position is expected to provide exceptional customer service while promoting organizational values and utilizing AIDET communication principles in all patient interactions.

Program Population:

The Wesley Behavior Health & Wellness Center is a facility that seeks to serve the community to address their behavioral health needs. The first floor of the facility will provide patients with the ability to connect with behavioral health providers, attend group sessions, and seek assistance from Psychiatric specialists. The second floor of our facility will serve as a licensed in-patient detox facility that assists patients in their recovery from substance abuse. The Wesley Behavioral Health & Wellness Center is located and will primarily serve the community of Skid Row. The unique location in Downtown Los Angeles Skid-row area requires working with patients who are underserved and experience homelessness. This position is essential in utilizing the health center’s resources to continue and link this population to primary care, behavioral health, dental and substance abuse programs, and HIV services.

Principal Responsibilities

Patient Reception & Customer Service

1. Serve as the first point of contact for patients, visitors, vendors, and community partners by providing courteous, professional, and compassionate customer service.
2. Greet patients upon arrival, assist with check-in and check-out, and direct patients to the appropriate clinical staff or department.
3. Respond to patient questions and concerns professionally and escalate issues to management when appropriate.
4. Answer incoming telephone calls, screen inquiries, accurately relay messages, and route calls to the appropriate personnel.
5. Maintain a clean, organized, safe, and welcoming reception and waiting area.
6. Monitor patient flow and communicate delays or extended wait times to patients and clinical staff.

Patient Registration & Scheduling

1. Register new patients and accurately verify demographic information at every visit.
2. Ensure patient registration packets and required consent forms are completed and updated in accordance with organizational policy.
3. Verify patient identity using current photo identification and obtain the most current insurance information at each visit.
4. Scan required patient identification, insurance cards, and supporting documentation into the electronic health record (EHR) by the end of each business day.
5. Schedule, confirm, cancel, reschedule, and manage patient appointments in accordance with clinic procedures.
6. Manage appointments for all Behavioral Health providers, including Licensed Clinical Social Workers (LCSWs), Associate Clinical Social Workers (ASWs), Licensed Marriage and Family Therapists (LMFTs), and Psychiatric Providers.
7. Provide warm hand-offs between clinic administration and provider staff to ensure patients receive appropriate care promptly.
8. Oversee all Behavioral Health panels to ensure all slots are utilized effectively, and walk-in appointments are scheduled promptly.
9. Coordinate provider schedules to maximize patient access and efficient clinic operations.
10. Process no-show, cancelled, rescheduled, and completed appointments according to established procedures.

Insurance Verification & Financial Screening

1. Verify insurance eligibility and benefits prior to or at the time of service.
2. Assist in preparing check-in paperwork for patients, checking in and outpatients, and confirming patient appointments as needed.
3. Assist patients with the completion of required registration, insurance, and eligibility documentation, as needed.
4. Possess comprehensive knowledge of the registration and scheduling process, including check-in, payer selection, sliding scale, and fee policies.
5. Refer uninsured or underinsured patients to an Enrollment Specialist or other financial assistance resources, as appropriate, at the time of the patient visit.
6. Maintain knowledge of insurance plans, payer requirements, and patient financial responsibilities.
7. Ensure compliance with payer requirements and organizational registration standards.

Financial Responsibilities

1. Collect patient copayments, deductibles, balances, and other applicable payments.
2. Accurately process cash, credit card, and other payment transactions while issuing receipts.
3. Balance daily payment collections and reconcile transactions with the electronic health record and financial systems.
4. Assist with billing inquiries and collaborate with the billing department to resolve registration or insurance discrepancies.

Medical Records & Documentation

1. Maintain accurate and complete patient records within the electronic health record.
2. Ensure all patient information is entered accurately and updated as necessary.
3. Maintain confidentiality of all patient, financial, and organizational information.
4. Coordinate with Behavioral Health and medical providers, clinic staff, and assist with patient requests, including but not limited to medical records, urgent cases, referrals to the Office of the Day, and walk-ins.

Administrative Support

1. Provide clerical and administrative support to providers, nurses, medical assistants, and clinic leadership.
2. Receive, sort, distribute, and file incoming and outgoing correspondence and documentation.
3. Monitor inventory of office supplies and notify appropriate personnel when replenishment is needed.
4. Maintain proficiency in the organization's electronic health record, scheduling, registration, and other computer systems.
5. Reviews the report to ensure all encounters are reconciled and that the patient type, payer name, and financial class are accurately selected based on the patient's insurance eligibility on the date of service.
6. Coordinate with Behavioral Health and medical providers, clinic staff, and assist with patient requests, including but not limited to medical records, urgent cases, referrals to the Office of the Day, and walk-ins.
7. Assist the Director of Behavioral Health Services to ensure compliance with clinic and departmental policies and procedures.
8. Travel to and provide operational support at other Wesley Health Centers and JWCH Institute programs, departments, or locations, as assigned by management, to ensure continuity of operations and adequate staffing coverage.

Quality, Safety & Compliance

1. Comply with all federal, state, local, and organizational regulations, including HIPAA, OSHA, infection prevention, and patient confidentiality requirements.
2. Ensure patient care areas remain safe, organized, and free of hazards.
3. Report patient concerns, safety issues, or operational barriers to appropriate leadership.
4. Participate in quality improvement initiatives and recommend process improvements that enhance patient access, workflow efficiency, and customer service.
5. Participate in required safety and compliance trainings and apply learned practices in daily work activities.
6. Participate in required training, continuing education, staff meetings, and organizational initiatives.
7. Identify, report, and help mitigate unsafe conditions, incidents, or hazards in the workplace.

1. Perform other duties as assigned within the scope of the position.
2. Participate in JWCH’s customer service training called AIDET on an annual basis.

Minimum Qualifications

• High school diploma or equivalent required.
• Minimum one (1) year of experience in a medical office, healthcare setting, or general office environment preferred.
• Bilingual (English/Spanish) preferred.
• Experience working with individuals from diverse socioeconomic, cultural, and ethnic backgrounds.
• Knowledge of general office procedures and medical office operations.
• Basic computer proficiency, including Microsoft Office applications.
• Experience using an Electronic Health Record (EHR); NextGen experience preferred.
• Ability to accurately type a minimum of 35 words per minute preferred.
• Knowledge of insurance verification, patient registration, scheduling, and payment collection processes preferred.

Knowledge, Skills & Abilities

• Excellent customer service and interpersonal communication skills.
• Strong organizational skills with exceptional attention to detail.
• Ability to prioritize multiple tasks in a fast-paced healthcare environment.
• Ability to maintain confidentiality and exercise sound judgment.
• Ability to communicate professionally with patients, providers, staff, and external partners.
• Demonstrated ability to work independently while contributing effectively as part of a multidisciplinary team.
• Ability to problem-solve and adapt to changing priorities.
• Commitment to providing compassionate, patient-centered care.