Support Services Specialist

General Statement of Duties

Responsible for front desk operations in a busy dermatology medical office, including patient check-in and check-out, answering phones, scheduling appointments, and supporting administrative needs to ensure an efficient and professional patient experience.

Education

A high school diploma or equivalent is required. One year of experience in a medical office setting is preferred.

Experience

• Experience with electronic medical records (EMR), scheduling systems, and multi-line phone systems is a plus.

Job Relations

Works in a supportive manner with clinical staff, providers, and office leadership. Reports directly to Support Services Supervisor.

Working Conditions

• Works in a fast-paced, well-lit, climate-controlled medical office.
• Work can be repetitive and may be subject to frequent interruptions.
• Frequent sitting, computer use, and telephone interaction.
• Some walking and standing required.
• Must be able to lift up to 20 pounds occasionally (e.g., office supplies or patient files).

Physical Demands

• Frequent sitting, computer use, and telephone interaction.
• Some walking and standing required.
• Must be able to lift up to 20 pounds occasionally (e.g., office supplies or patient files).

Performance Requirements

• Excellent interpersonal and customer service skills.
• Ability to communicate clearly and professionally in person and over the phone.
• Proficient with EMR systems, scheduling software, and general computer use.
• Ability to multitask and remain calm under pressure.
• Strong attention to detail and time management skills.
• Professional appearance and demeanor.
• Ability to maintain confidentiality and comply with HIPAA regulations.
• Knowledge of insurance basics, co-pays, and billing procedures is helpful.
• Ability to work both independently and collaboratively.

Essential Functions

• Greet patients warmly and professionally at check-in.
• Verify and update patient demographics and insurance information.
• Collect co-pays and outstanding balances.
• Provide necessary intake forms and ensure completion.
• Notify clinical staff of patient arrival and status.
• Schedule follow-up appointments and provide visit summaries at check-out.
• Handle appointment scheduling, rescheduling, and cancellations by phone.
• Answer and direct phone calls appropriately; take and relay messages.
• Monitor and respond to voicemails and inbox messages promptly.
• Maintain a clean and organized reception and waiting area.
• Scan and upload patient documents into EMR.
• Process incoming and outgoing faxes and mail.
• Support administrative tasks and collaborate with staff as needed.
• Uphold patient confidentiality and privacy at all times.

Marginal Functions

• Attend staff meetings and participate in training sessions.
• Assist with insurance verification or prior authorizations if trained.
• Maintain stock of front desk supplies and forms.
• Support front desk coverage at other locations as needed.
• Monitor waiting room activity and alert staff to patient needs.
• Provide support to new or temporary front desk staff.
• Stay updated on office policies and procedural changes.
• Ensure compliance with HIPAA, OSHA, and internal protocols.
• Perform other duties as assigned by management.