Appointment and Business Assistant

About the role

The Appointment & Business Assistant serves as the initial point of contact for patients and customers, both in‑person and by telephone, ensuring service delivery aligns with customer service standards. This individual assesses patient and customer needs to coordinate appropriate scheduling, billing, and the timely obtaining or release of records in accordance with organizational policies. The role supports efficient operations by facilitating seamless communication and service processes that enhance patient and customer satisfaction.

Responsibilities

• Operate computer and phone systems to schedule, register, check in/out, update and coordinate appointments—including ancillary tests and procedures—ensuring accuracy and efficiency.
• Screen and route incoming calls to support seamless communication across departments.
• Send and receive letters, forms, and questionnaires to gather and process patient information, maintaining organized and accurate records.
• Collect and update patients’ insurance and demographic information to support accurate documentation and billing.
• Maintain and update provider schedules to optimize appointment availability and resource allocation.
• Accept patient payments, apply them to the correct accounts, reconcile deposits, and monitor payment plans for timely compliance.
• Coordinate the release of patient information by verifying consents and ensuring compliance with HIPAA and applicable laws.
• Process Release of Information (ROI) requests in accordance with organizational policies, ensuring proper documentation, authorization, and tracking.
• Review and index scanned documents for accurate upload into electronic health and dental records using designated software and classification systems.
• Process referrals by confirming required documentation and forwarding necessary clinical information, such as diagnostic x‑rays, to support continuity of care.
• Process legal documents (e.g., guardianship orders, Power of Attorney, adoption orders) and ensure accurate notation and upload into electronic health and dental records.
• Prepare and distribute correspondence to internal and external parties to support timely and accurate communication.
• Perform receptionist duties, including greeting patients, checking them in, answering inquiries, and supporting front‑desk operations.
• Maintain strict adherence to scheduled work hours with regular and reliable attendance.
• Perform other duties as assigned.

Requirements

• High School diploma or equivalent.
• Excellent written and verbal communication skills.
• Keyboard, computer, and telephone proficiency.
• Preferred: six months’ previous experience in a medical or dental care facility with direct patient contact or prior customer service experience.
• Preferred: Associate’s degree in health information management, administrative assistant/medical secretary, or related field.

Certifications / Licenses

None.