Clin Svc Representative II (Front Desk)

About the role

The Opportunity The Student Health Care Center (SHCC) at the University of Florida is seeking a Front Desk Clinical Service Representative II position. In this role, you'll be a key player in our mission, collaborating with students, medical providers, and others to help them access healthcare services. Your responsibilities include serving as a primary front desk representative for the SHCC, greeting and assisting patients and visitors while coordinating patient flow and access to care, scheduling patient appointments, ensuring efficient check-in/check-out processes, and triaging patients to appropriate services. You'll also interface with various University of Florida departments to facilitate student program clearances and work closely with our administrative support and nursing staff to support clinic functions.

Responsibilities

• Serves as a primary front desk representative for the SHCC, greeting and assisting patients and visitors while coordinating patient flow and access to care.
• Assists patients with general resources and guidance throughout their visit.
• Manages patient flow through accurate triage and routing.
• Checks in and schedules patients as needed.
• Schedules walk-in patients appropriately in coordination with team CSRII’s, using sound judgment for placement and spacing.
• Gathers and verifies patient information including demographics, insurance coverage, and financial status.
• Verifies eligibility for SHCC services.
• Maintains front desk organization, cleanliness, and ensures materials and resources are fully stocked.
• Coordinates special needs and requests for providers, clinic staff, and students when applicable.
• Communicates effectively with patients, peers, providers, and internal/external partners to support clinic operations and SHCC goals.
• As a part of the front desk duties, must be able to lift 25 pounds.
• Schedules patient appointments, tests, procedures, and minor surgeries in person, by phone, and via MyChart.
• Reviews and updates patient accounts, ensuring accuracy of demographic and insurance information.
• Triage incoming calls, forward appropriately, and defer clinical questions to medical staff.
• Works effectively with the student population, often assessing needs with limited initial information.
• Obtains authorizations for procedures, ancillary services, and referrals (e.g., pre-authorizations, HMO provider changes in EPIC).
• Provides a smooth, patient-friendly check-in and check-out experience.
• Collects and verifies all required documentation including health history forms, consent forms, identification, and insurance cards.
• Verifies student eligibility and selects appropriate guarantor accounts.
• Ensures 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.
• Experience with computer programs for word processing and various computer software applications.
• Experience with computer generated appointment systems and EHR.
• Working knowledge of SHCC functions, policies, and confidentiality procedures.
• 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.

Benefits

Enjoy stability and support with UF’s unique range of benefits and opportunities. With a robust healthcare package, generous leave policies, retirement planning, and professional development, you can achieve a healthy work-life balance, plan for your future, and advance your career. Full-time TEAMS employees will accrue vacation leave at a rate of 6.769 hours biweekly/22 days annually and sick leave at a rate of 4 hours biweekly/13 days annually. In addition, employees are eligible for ten paid holidays each year.