Front Desk Receptionist

Department: Administrative DepartmentClassification: Full-Time — 40 hours/weekSchedule: Monday – Friday, 8:00 AM – 5:00 PM (or 4 days × 10 hours)Reports To: Office Manager / Assistant Office ManagerFLSA Status: Non-ExemptPOSITION SUMMARYAt Clear Choice Dermatology, the Front Desk Receptionist is the face of our practice — the first and last impression every patient takes with them. This dual-function role encompasses both Check-In (CIR) and Check-Out (COR) responsibilities. As the Check-In Receptionist, you set the tone for each patient's visit by welcoming them warmly, verifying demographics and insurance, and managing patient flow with efficiency and care. As the Check-Out Receptionist, you ensure a seamless departure by reviewing provider orders, collecting payments, scheduling follow-ups, and managing the recall system. This position is foundational to both the patient experience and the financial health of Clear Choice Dermatology — and the right person brings professionalism, poise, and genuine dedication to every interaction.CORE RESPONSIBILITIESCheck-InWelcome each patient promptly and professionally upon arrival; manage patient flow and update statuses in the EHR in real timeReview the Appointment Reminders tool daily; update statuses, reschedule cancellations, and set 1-year recall for patients who do not rescheduleDirect new patients — or those not seen within the past year — to complete registration paperwork and consent forms via kiosk prior to check-inVerify and update patient demographics, insurance information, PCP/referring physician, and PHI at every visit; document accurately in the EHR and appointment noteCapture and import patient photo; scan insurance cards, driver's license, referrals, and medical records per practice protocolReview HMO referrals and authorizations before check-in; obtain a signed waiver or escalate to the Administrator if authorization is missingInform patients of any outstanding balances at check-in; collect payment or direct to checkout as appropriateProactively notify patients of wait times exceeding 20 minutes; offer to reschedule when necessary and communicate status to clinical staffMonitor patients in the waiting area; ensure comfort, safety, and a clean, welcoming environment throughout the dayContact no-show patients to reschedule; assess no-show fees per policy; document in the EHR and set recallReview end-of-day schedule to confirm all appointment statuses are updated to Checkout, Cancel, or No Show before leavingCheck-OutReview the encounter form to determine applicable CPT codes and charges; enter in the EHR using the current fee scheduleCollect copays, coinsurances, deductibles, and outstanding balances; explain all fees to patients clearly and courteouslyApply credits toward balances due; send a task to the Billing Manager for any remaining credit refundsDispense provider-recommended products; obtain all required signatures and informed consent documentationProvide receipts to patients (email preferred); prepare quotes as requested by providers or MAsSchedule all follow-up appointments and recommended treatments; enter every patient into the 1-year recall systemEnroll all melanoma and history-of-melanoma patients into 3-month, 6-month, and 1-year follow-up recallEnroll patients purchasing prescription products into a 3-week aesthetician follow-up recallEnroll patients completing aesthetic treatments into recall per the aesthetician's recommendationVerify ABN is scanned for all potentially non-covered procedures; add GA modifier to the claim once confirmedAt end of day: lock drawer, retail cabinet, and office doors; activate night phones and set alarmBilling & Daily ReconciliationReconcile daily receipts and collections with end-of-day reports; confirm accuracy with a Check-In staff member's initials on the deposit slipCount petty cash daily and document on the log; record all transactions in the Daily Number Report (DNR)Prepare the nightly deposit and deliver to the Office Administrator following practice protocolsBalance the checked-in appointment report with the number of claims in Financial / New BillsReview, post, and reconcile charges; ensure referral and authorization numbers are on all claim forms; submit claimsEnter HMO follow-up appointment tasks for the Eligibility Specialist as neededPerform weekly inventory count of retail products; record in the shared drive spreadsheet; notify the Aesthetician and Administrator of any discrepanciesUnpack product shipments; cross-check contents against the packing slip; initial and attach to order form and invoice; deliver to the Administrator. Label all products and fully stock the retail cabinetPhone CoverageAnswer all incoming calls within 3 rings in a warm, professional manner; answer the back line within a few ringsQuickly assess the nature of each call and route appropriately: urgent calls to clinical staff, clinical inquiries to the designated MA, billing questions to the Office Manager/Billing Manager, and complaints or compliments to the AdministratorTake accurate, complete messages per practice protocols; use Tasks in the EMR to communicate with colleagues — Post-It notes are not an acceptable substituteAlways ask permission before placing a caller on holdWhen the requested party is unavailable, offer to transfer the caller to their voicemailPrioritize patients standing at the front desk; ask a colleague to handle held calls whenever possibleCreate recall for any patient who cancels without reschedulingSchedulingSchedule all appointments according to provider templates; obtain prior approval from the Office Manager for any exceptions or add-onsAccurately enter and update all patient demographics, insurance, PCP, and referring physician information in the EHR at time of schedulingActivate the patient portal for all new patients and instruct them to log in within 24 hours; direct established patients to the portal for form updatesVerify insurance eligibility at the time of schedulingFor HMO plans requiring a referral: inform the patient to contact their PCP, and immediately fax the 'Referral/Auth Request' template to the PCP or task the Referral SpecialistSubmit a task to the Referral Specialist whenever prior authorization is requiredInstruct all new and established patients to arrive with their referral, medical records, insurance card(s), and photo IDCancel and reschedule appointments correctly per protocol; document in the appointment/cancellation note; utilize the recall system for all cancellations and missed visitsPre-Visit PreparationReview benefits, referrals, and authorizations 2 days before each scheduled appointment; confirm they are in the patient's chart for the correct provider and have not expiredDocument all relevant financial information in the Appointment Note (outstanding balance, credits, authorization requirements, high deductible) to prepare patients for their financial responsibility at checkoutTask the Referral Specialist for any missing or expired authorizationsDAILY STRUCTUREThroughout the DayReview emails, Tasks, faxes, and voicemail a minimum of 4 times daily: on arrival, before lunch, after lunch, and before leavingReturn all communications promptly and within the same business dayUpload all electronic faxes and patient documents to the appropriate chart in the EHRPromote the patient portal at every opportunity; address portal tasks per practice protocolsEnd of DayConfirm all patient appointment statuses are updated to Checkout, Cancel, or No ShowReview the next 5 days of the schedule; flag any scheduling concerns with appropriate staffReconcile collections and prepare the deposit; lock the drawer, retail cabinet, and all doors; activate night phones and set the alarmEnsure the retail cabinet is fully stocked and properly labeled; keep the checkout desk clean and organizedDay AfterReconcile daily receipts with end-of-day reports; count petty cash and record in the DNRPrepare deposit and deliver to the Office AdministratorBalance the checked-in appointment report with claims in Financial / New Bills; post charges and submit claims