Customer Service Specialist (Healthcare – Front Desk)

Under direction, performs a variety of customer service and routine administrative tasks to provide for efficient and courteous operations of the clinic to ensure that the goals and objectives of the clinic reception are accomplished in accordance with priorities, time limitations, funding limitations or other specifications.

• Manages clinic appointment schedule and schedules appointments.
• Greets all patients, families and visitors, verifies appointment information, provides directions and responds to inquiries as appropriate.
• Communicates with all clinical faculty regarding changes in appointments, missing documentation and all other matters that affect the work flow.
• Performs visual inventory of stock items; re-orders standard items to provide for availability of supplies for optimum efficient clinic operations.
• Performs a variety of activities to provide for the ongoing maintenance of the clinic's environment including, but not limited to: processes clinic mail and deliveries, clean and sanitize work area and lobby areas, re-stock of items needed in work area.
• Performs other job-related activities as requested/required.
• Participates in a variety of department and University educational programs to maintain current skill and competency levels; identifies and discusses performance or training needs with Supervisor.
• Interviews patients to determine primary visit purpose, reviews patient registration information for updates and/or changes to primary and secondary insurance coverage to ensure accuracy of billing.
• Checks patients in and out for their appointments, provides patients with necessary and regulatory paperwork (HIPAA and other consents).
• Maintains and updates patient demographic information.
• Prepares and creates labels and includes proper patient data to provide for efficient patient flow.
• Participates in departmental orientation, on the job training and quality assurance programs/initiatives.
• Answers phone, returns phone calls in a timely manner, takes messages, provides information and assistance as appropriate. Routes to appropriate party as needed.
• Obtains needed patient signatures on clinic documents.
• Works closely with Front Desk Supervisor and Office Manager to maintain efficient workflow at all front desk locations.
• Maintains appropriate coverage at the front desk during clinic business hours.

Associate’s degree with two (2) years previous patient registration, scheduling, and customer service experience in a medical office; knowledge of medical terminology and proficiency in Microsoft Office Suite required as well as prior experience with insurance verification; OR, Any equivalent combination of experience and/or education from which comparable knowledge, skills, and abilities have been achieved.

• Experience in using effective communication skills and problem solving to efficiently identify issues, concerns and interests and provide effective solutions.
• Demonstrated knowledge of the methods and practices of medical chart management.
• Experience in stimulating changes in individual, institutional, and corporate behaviors to create a more sustainable environment.
• Experience in applying critical thinking skills to effectively resolve issues.
• Experience in performing data entry activities accurately and efficiently.
• Demonstrated knowledge of the varying requirements and standards of third party and governmental insurance programs.
• Demonstrated knowledge of the principles of exemplary customer service.
• Experience in a medical office. (2 years)
• Experience utilizing EMR (electronic medical records) system.
• Experience in leading by example in communicating, participating and encouraging support of the institution's sustainability programs.
• Demonstrated knowledge of the policies, procedures and standards of patient registration.
• Experience working as a Medical Receptionist in a high-volume environment which includes previous patient registration, scheduling, insurance entry, and customer service.
• Demonstrated knowledge of the practices and methods of quality customer service.
• Demonstrated working knowledge of medical terminology and HIPAA regulations/maintenance of privacy standards.
• Experience working with licensed professional staff.
• Experience in working in a team environment subject to changing priorities and frequent interruptions.
• Evidence of completing a medical office receptionist certificate program.
• Experience working in a fast-paced office environment and ability to react effectively to emergency situations.

• Communicate to perform essential functions
• Required to stand for varying lengths of time and walk moderate distances to perform work
• Frequent bending, reaching, lifting, pushing and pulling up to 25 pounds
• Regular activities require ability to quickly change priorities which may include and/or are subject to resolution of conflicts
• Activities are performed in an environmentally controlled office setting subject to extended periods of sitting, keyboarding, and manipulating a computer mouse
• Frequent use of phone or providing/obtaining information to/from clients and businesses
• This position will require working 40 hours per week, mostly during normal business hours. Evening and weekend hours may occasionally be required
• Ability to regularly change priorities to accomplish tasks with frequent interruptions

• Employee assistance for free and confidential behavioral health services.
• Retirement program designed to promote long-term savings and provide income upon retirement.
• Paid time for volunteer and professional development.
• Wellness program for preventative health education and screenings.
• Tuition Reduction Program for staff members, their spouses, and dependents, available on day one.
• Low-cost health, dental, vision, and life insurance benefits available on day one.
• Disability and leave program for income protection.

Arizona State University is a new model for American higher education, an unprecedented combination of academic excellence, entrepreneurial energy and broad access. This New American University is a single, unified institution comprising four differentiated campuses positively impacting the economic, social, cultural and environmental health of the communities it serves. Its research is inspired by real world application blurring the boundaries that traditionally separate academic disciplines. ASU serves more than 100,000 students in metropolitan Phoenix, Arizona, the nation's fifth largest city. ASU champions intellectual and cultural diversity, and welcomes students from all fifty states and more than one hundred nations across the globe.
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Arizona State University is a VEVRAA Federal Contractor and an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other basis protected by law.
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Application deadline is 3:00PM Arizona time on the date indicated.
Please include all employment information in month/year format (e.g., 6/88 to 8/94), job title, job duties and name of employer for each position.
Resume should clearly illustrate how prior knowledge and experience meets the Minimum and Desired qualifications of this position.
ASU does not pay for travel expenses associated with interviews, unless otherwise indicated.
Only electronic applications are accepted for this position.
IMPORTANT NOTE: What is the meaning of “equivalent combination” in the minimum qualifications? It means one year of higher education or 24 credit hours, is equal to one year of experience. For example, a four year Bachelor’s degree is equal to four years of experience.