Greet patients, visitors, and staff in a professional and welcoming manner.

Check in/out, schedule, reschedule, cancel and confirm patient appointments in accordance with clinic protocols. Contact patients by phone as necessary to complete job duties.

Verify insurance eligibility and patient demographic information during check-in and update records as needed.

Collect co-pays and payments, issue receipts, and reconcile daily transactions.

Answer incoming calls, route messages appropriately, and respond to inquiries regarding appointments, services, and policies.

Assist with administrative tasks, such as scanning documents, data entry, and maintaining office supplies. Scan all documents, upload and label in patient charts in Electronic Medical Record (EMR). Check EMR to verify patient information update as needed.

Communicate effectively with clinicians, administrative staff, and external providers to coordinate patient care.

Address patient concerns with professionalism and empathy, escalating issues to the appropriate department when necessary. Document conversations and events with patients regarding issues, needs, or concerns.

Ensure the reception area is clean, organized, and stocked with necessary materials.

Coordinate care with psychiatrists, case managers, and other behavioral health professionals to ensure continuity of services. Fill openings throughout the day when openings become available.

Make sure lobby TV is on and playing video.

Assist with welfare checks and 51/50 calls.

Attend all mandatory staff meetings as directed.

Ensure compliance with HIPAA, ethical, and professional guidelines in all client interactions and documentation.

Adhere to all organizational policies and procedures related to client care, confidentiality, and professional conduct.

Qualifications

Education
High school diploma or general education degree (GED), or an equivalent combination of education and experience.
Experience
Previous experience in customer service, reception, administrative support, or patient-facing roles preferred.
Demonstrated success, progression, or accomplishments in customer service roles, such as increased responsibility, positive customer feedback, performance recognition, or leadership opportunities.
Experience working in a fast-paced environment involving scheduling, phones, or client interaction is highly desirable.
Experience in behavioral health or mental health settings preferred.
Experience working with underserved populations, including Medi-Cal recipients, at-risk individuals, and those with severe mental illness is preferred.

Technical Skills

Comfortable using computer systems, scheduling software, and electronic records.
Basic proficiency with Microsoft Office (Outlook, Word, Excel) and general office technology.
Ability to quickly learn new systems and software used for scheduling, communication, and documentation.
Experience with video conferencing platforms or virtual communication tools is helpful.
Soft

Skills

Strong customer service skills with a professional and welcoming demeanor.
Excellent communication and interpersonal skills, with the ability to interact respectfully with individuals from diverse backgrounds.
Ability to remain calm, patient, and empathetic when assisting individuals with concerns or questions.
Strong organization, attention to detail, and time management skills.
Ability to multitask in a fast-paced environment while maintaining accuracy and professionalism.
Ability to work both independently and collaboratively within a team environment.