Front Office Services Representative

About the role

Founded in 1965, UC Irvine is a member of the prestigious Association of American Universities and is ranked among the nation’s top 10 public universities by U.S. News & World Report. The campus has produced five Nobel laureates and is known for its academic achievement, premier research, innovation and anteater mascot. Led by Chancellor Howard Gillman, UC Irvine has more than 36,000 students and offers 224 degree programs. It’s located in one of the world’s safest and most economically vibrant communities and is Orange County’s second-largest employer, contributing $7 billion annually to the local economy and $8 billion statewide. The UC Irvine Student Health Center is a comprehensive outpatient clinic staffed with licensed primary care physicians, psychiatrists, licensed clinical social workers, dentists, physician assistants, registered nurse practitioners, and registered nurses. Medical specialists from various disciplines including dermatology, orthopedics/sports medicine, gynecology, internal medicine, and ENT provide on-site consultation on a regular basis. Student Health also offers basic radiology and clinical laboratory services, insurance consultation, and an on-site pharmacy, making SHC a comprehensive and convenient clinic dedicated to serving students.

Under the general supervision of the Front Office & Health Information Manager, the Front Office Service Representative schedules patient appointments for the General Medical Clinic, Specialty Clinic and Nurse Clinic using a computerized patient scheduling system; performs administrative and clerical functions related to management of the electronic medical record; and performs administrative and clerical functions related to Front Office Reception. The Front Office Service Representative is the critical front‑line position at the Student Health Center, serving as the first encounter for patients who come through the door or call on the phone. A friendly, professional and accommodating personality is essential to the success of the patient experience. The role is instrumental in facilitating patient flow in the clinic and works closely with the nursing team and healthcare providers to manage day‑to‑day functions while focusing on patient care and safety. HIPAA compliance is a primary concern for all staff.

Responsibilities

• Schedule patient appointments for General Medical, Specialty, and Nurse Clinics using a computerized scheduling system.
• Perform administrative and clerical functions related to electronic medical record management.
• Handle Front Office Reception duties, including greeting patients, answering phones, and directing inquiries.
• Maintain patient flow and coordinate with nursing staff and healthcare providers.
• Ensure HIPAA compliance and protect patient confidentiality.
• Enter data into computer systems while communicating with patients.
• Navigate and use large information databases effectively.
• Apply clinical knowledge to schedule appropriate medical appointments (specialty, provider, length).
• Interpret medical records, laboratory reports, and imaging reports within the EMR system.
• Adhere to established appointment scheduling guidelines.
• Demonstrate excellent telephone etiquette and clear, tactful communication with diverse groups.
• Manage multiple tasks simultaneously in a busy, interruption‑prone environment.
• Exhibit strong organizational, planning, and time‑management skills to promote productivity and cost efficiency.

Requirements

• General knowledge of HIPAA and ability to maintain patient confidentiality and privacy.
• Appropriate judgment, tact, and diplomacy.
• Strong customer service skills and clear, tactful communication with students, staff, and diverse groups.
• Ability to establish and maintain cooperative working relationships with clinicians, staff, and the public.
• Detail‑oriented with good organizational and planning skills; ability to manage multiple tasks simultaneously.
• Ability to work effectively in a busy environment with frequent interruptions.
• Effective time management to promote productivity and cost efficiency.
• Proficiency using personal computers and office‑related software.
• Excellent telephone etiquette.
• Ability to understand and adhere to established appointment scheduling guidelines.
• High level of skill entering data into computer while talking to patients.
• Experience navigating and effectively using a large information database.
• Ability to learn new skills in response to workplace changes.
• Clinical knowledge and judgment sufficient to schedule medical appointments appropriate to patient needs, with appropriate specialty, provider, and appointment length.
• Working knowledge of medical terminology and ability to scan laboratory reports, x‑ray reports, and other clinical documents in the EMR system.
• Experience working with electronic medical records.
• Successful completion of a Department of Justice (DOJ) Live Scan background check and ongoing monitoring.
• Compliance with OSHA, Cal/OSHA, and CDC vaccination and testing requirements (e.g., hepatitis B immunization, annual flu vaccine, annual TB screening).
• Ability to disclose any final administrative or judicial misconduct findings within the last seven years as required by UC Ethics Briefing.
• Proof of work authorization to work in the United States.

Qualifications

• Preferred: 1‑3 years of experience in a healthcare setting.

Skills

• Proficient with personal computer and office software.
• Excellent telephone etiquette.
• Ability to understand and follow appointment scheduling guidelines.
• High accuracy and speed in