Clin Svc Representative II (Front Desk)

About the role

The Student Health Care Center (SHCC) at the University of Florida is seeking a Front Desk Clinical Service Representative II position.

Responsibilities

• Greets all patients and visitors warmly and professionally at the front entrance of SHCC and throughout the general area, creating a welcoming and supportive environment.
• Aid patients with general resources and guidance throughout their visit.
• Manage patient flow through accurate triage and routing.
• Schedule patients as needed.
• Checks in and schedules patients as needed.
• Verifies eligibility for SHCC services.
• Maintain front desk organization, cleanliness, and ensure materials and resources are fully stocked.
• Coordinate special needs and requests for providers, clinic staff, and students when applicable.
• Communicate effectively with patients, peers, providers, and internal/external partners to support clinic operations and SHCC goals.
• Direct patients to appropriate providers within SHCC or external UF Health services.
• As a part of the front desk duties, must be able to lift 25 pounds.
• Schedule patient appointments, tests, procedures, and minor surgeries in person, by phone, and via MyChart.
• Review and update patient accounts, ensuring accuracy of demographic and insurance information.
• Triage incoming calls, forward appropriately, and defer clinical questions to medical staff.
• Assess needs with limited initial information.
• Obtain authorizations for procedures, ancillary services, and referrals (e.g., pre-authorizations, HMO provider changes in EPIC).
• Provide a smooth, patient-friendly check-in and check-out experience.
• Collect and verify all required documentation including health history forms, consent forms, identification, and insurance cards.
• Verify student eligibility and select appropriate guarantor accounts.
• Ensure all documents are accurately labeled and indexed in EPIC under the appropriate sections of the EMR.
• Provide coverage in other medical team areas (as necessary).
• Perform other duties as required to support the overall mission of the department.

Qualifications

• High school diploma or equivalent and two years of relevant office experience.
• Appropriate college coursework or vocational/technical training may substitute an equivalent rate for the required experience.

Preferred Experience

• Experience with computer programs for word processing and various computer software applications.
• Experience with computer-generated appointment systems and EHR.

Knowledge

• Knowledge of computer programs for word processing and various computer software applications.
• Knowledge of computer-generated appointment systems and EHR.
• Working knowledge of SHCC functions, policies, and confidentiality procedures.

Abilities

• Ability to work independently.
• Ability to organize and maintain patient records.
• Ability to plan, organize, and coordinate work assignments.
• Ability to communicate effectively, both verbally and in writing.
• Ability to evaluate problems and implement solutions.
• Ability to compile and analyze data for administrative decisions.