Front Desk Specialist - Apopka

Scope of Position: 

Responsible for greeting patients, patient registration, financial counseling, establishing and maintaining accurate patient records in the computer.  This position may require some medical and dental front desk responsibilities.

Corporate Responsibilities:

  • Treats patients, staff and visitors with courtesy, sensitivity and respect.

  • Maintains patient confidentiality.

  • Adheres to policies and procedures.

  • Adheres to CHC Quality Policy and participates actively in Quality Improvement Process activities.

  • Follows Safety and OSHA requirements.

  • Participates in cross training activities.

  • Adheres to the CHC dress code and maintains a professional appearance.

  • Attends required meetings and participate on committees as requested.

  • Enhances professional growth and development by attending in-service meetings and continuing education programs.

  • Cooperates with supervisory staff in examining co-worker problems.

Essential Physical/Mental/Emotional Requirements of Position:

  • Standing for short periods of time

  • Sitting for long periods of time

  • Bending

  • Stretching

  • Walking short distances frequently

  • Lifting up to a minimum of 10 pounds

  • Working with small implements requiring accuracy and precision

  • Operating light equipment

  • Operating equipment (computer, keyboard, calculator, etc.)

  • Reading forms/instructions/technical information

  • Following non-technical/technical directions

  • Speaking understandably to people of various ages, educational levels, cultural backgrounds in person/by telephone

  • Hearing verbal conversations with people of various ages, educational levels, cultural backgrounds in person/by telephone

  • Working under tight deadlines

  • Making decisions with variable guidance 

Equipment/Machinery Used in Position: 

Computer, printer, copier, scanner, telephone, fax machine, calculator.

Health/Safety Considerations of Position:

Minimal to moderate exposure to infectious/contagious illnesses depending on location.  Must utilize universal precaution in clinical or exposure situations.

Primary Responsibilities and Specific Duties:

  • Must be able to accurately perform job duties at a Center with 5 or more scheduling templates or requires both medical and dental front desk responsibilities.

  • Participate in team meetings to communicate and address patient care and operational requirements.

  • Customer Service

  • Greet patients with a smile and introduce self.

  • Resolve patient requests, questions and complaints frequently requiring analysis of situations to determine best use of resources.

  • Provide prompt and accurate service to promote patient loyalty.

  • Excellent communication skills and problem-solving abilities.

  • Patient Registration (check in and check out)

  • Obtain accurate patient demographic information and Pharmacy of choice.

  • Copy insurance cards/driver's license.

  • Keep patient apprised of wait times.

  • Collect applicable co-pays.

  • Verifies patient insurance coverage.

  • Accurately schedule all patient appointments.

  • Record all cancellations and No Show's; send ?No Show? letter.

  • For scheduled patients ? maintain a ?quick call? list for cancellations.

  • Post charges; cancellations.

  • Accept patient payments; stamp back of checks (obtain driver's license number and signature); enter account number on credit card receipt.

  • Post payments to computer accurately and in timely manner (no later than one day after payment is received).

  • Prepare revenue for bank deposit and give to Center Manager for timely depots.

  • Prepare and balance daily Operator/Location Close Report; obtain Manager signature

  • Use of Equipment and Software applications

  • Answer telephones; transfers call to appropriate staff.

  • Take messages and place them in designated area.

  • Answer phone queries from other facilities, public health units, etc.

  • Manages Outlook mail and calendar daily.

  • Demonstrates practical knowledge in the use of the computer terminal.

  • Financial Counseling

  • Interview patients to determine employment status, insurance coverage(s) and insurance plan deductibles; sliding fee scale, and eligibility for payment plans.

  • Contact patients for payment plans (as required).

  • Enter patient data into computer, update yearly or as needed.

  • Assist patients with billing problems.

  • Assist patients with Medicaid eligibility application and/or other payer programs.

  • Respond to questions regarding patient balances, collections, and insurance.

  • Administrative Procedures

  • Audit patient charts.

  • Discuss supplies required for downtime procedures.

  • Generates end-of-day closing reports and procedures.  Balances cash, checks and credit card charges.

  • Maintain confidentiality of patient information.

  • May be required to travel to other CHC locations.  

  • Perform other duties as assigned or necessary.



  • High school diploma or equivalent required.


  • 1 year of front office experience required including Electronic Medical Records. 

  • Exceptional customer service skills.

  • Previous dental office experience preferred. 

  • Experience with Care Credit financing preferred.


  • None

Special Skills: 

  • Must be proficient with procedure codes; exemplary attendance and punctuality is required.

  • Bi-lingual preferred.

Other requirements:

  • Able to work flexible hours.

  • Hepatitis B vaccine will be offered at the time of employment and made available when desired. 

  • Continued employment is contingent on the successful completion of ECW Training.