Medical Clinic Front Office Receptionist

Job Title: Medical Clinic Front Office Receptionist

Location: Southern California University (SCU) Health – University Health Center (UHC), Whittier & Tustin Clinics

Department: Whittier Health Center

Reports To: Jessica Ordaz, Front Office Supervisor

FLSA: Non-Exempt

Role Overview

The Medical Clinic Front Office Receptionist is a critical patient-facing role and serves as the first and last impression of SCU Health. This position is responsible not only for front office operations, but also for patient acquisition, patient retention, and the overall patient experience across all points of contact—phone, text, email, and in person.

This role directly impacts clinic growth, provider utilization, patient loyalty, and reputation. Successful candidates understand that exceptional service, clarity, responsiveness, and follow-through are essential to helping people become—and remain—SCU Health patients.

Why This Role Matters

• You are often the first human interaction someone has with SCU Health
• You play a key role in converting inquiries into scheduled patients
• You help ensure patients return, rebook, and recommend SCU Health
• You support operational efficiency so clinicians can focus on care
• You help SCU Health grow sustainably so we can serve more people

Core Responsibilities

Patient Experience & Retention

• Deliver consistently warm, professional, and empathetic service to all patients
• Greet patients and visitors in a welcoming manner, in person and by phone
• Proactively communicate changes that impact care (schedule delays, closures, provider availability, etc.)
• Ensure patient appointments are confirmed and attended through calls, texts, and emails
• Contact patients who miss appointments to reschedule promptly
• Maintain organized, accurate records to ensure smooth patient flow
• Make every interaction exceed patient expectations

Patient Acquisition & Scheduling

• Respond promptly and professionally to prospective patient inquiries by phone, email, and text
• Guide prospective patients through scheduling with clarity, confidence, and ease
• Understand and clearly explain services, pricing, appointment types, provider specialties, and durations
• Verify insurance benefits and communicate coverage details accurately
• Remove friction from the scheduling process and make it pleasant and simple
• Partner with Marketing to support patient growth initiatives

Administrative & Operational Excellence

• Ensure all required documentation, forms, reports, imaging, and lab results are complete prior to appointments
• Accurately obtain and verify patient demographics and insurance information
• Collect patient and insurance payments and reconcile daily charges
• Inform patients of unpaid balances and payment options
• Maintain HIPAA compliance and patient confidentiality at all times
• Keep exam rooms stocked and ensure backup supplies are available
• Maintain logs, equipment checks, and incident reporting per Quality Assurance standards
• Support special initiatives such as research projects and community outreach

Scheduling & Coverage Expectations (Required)

This role requires flexibility and shared responsibility for clinic coverage. All Medical Clinic Front Office Receptionists are expected to:

• Cover a fair share of opening shifts and closing shifts
• Participate in Saturday clinic coverage on a rotating basis
• Provide coverage at satellite clinic locations as part of standard responsibilities
• Adjust schedules as needed to support clinic operations and patient care

These expectations are essential to the success of the role and the clinic.

Qualifications

Education & Experience

• High school diploma or GED required
• Minimum of 3 years of recent experience in a Medical Clinic or healthcare setting preferred
• Experience with EMR systems, computerized billing, and insurance verification
• Proficiency in MS Word and Excel

Skills & Competencies

• Exceptional customer service and communication skills
• Strong attention to detail and organizational ability
• Ability to multitask in a fast-paced environment
• Clear, confident, and compassionate communication style
• Professional demeanor under pressure
• Knowledge of Medical Clinic terminology and office workflows
• Strong time management and scheduling skills

What Success Looks Like

• Prospective patients feel welcomed, informed, and confident scheduling care
• Patients arrive prepared, informed, and on time
• Providers’ schedules are optimized with minimal gaps and no-shows
• Patients return, rebook, and recommend SCU Health
• The front office operates smoothly, accurately, and collaboratively

Work Environment & Physical Requirements

This position works in a clinical and office setting with exposure to conditions common in healthcare environments. The role requires standing, lifting up to 10 lbs regularly and up to 100 lbs occasionally, use of standard office and Medical Clinic equipment, and the ability to remain calm and professional in high-stress situations. Irregular hours may occasionally be required.