Office Assistant - Urology Clinic at Good Shepherd Health Care

Employer paid benefits:  Medical, Dental, and Vision! Employee and any dependents. 

Hourly Rate:  Starting $19.57  Max:  $29.98  

Schedule:  Monday through Friday w/Rotating Saturdays 8am to 5pm. 

The Office Assistant Clinic is responsible for supporting the day-to-day administrative operations of the clinic, ensuring accurate patient scheduling, registration, and documentation in accordance with established guidelines. This position serves as the first point of contact for patients, providing exceptional customer service both in person and over the phone.

Key duties include collecting and entering patient demographic and insurance information into Epic, scheduling and managing referral appointments, preparing charts for visits, verifying insurance coverage, and ensuring medical records are complete and up to date. The Front Office Assistant also scans documents into electronic records, appointment documents, no-shows, takes and routes accurate messages, and provides general support to the front desk team.

This role may require flexibility in scheduling, including evening, weekend, or extended hours as needed based on clinic operations.

Essential Job Functions:

Patient Registration:

• Accurately collects and enters patient demographic, insurance, and contact information into the electronic medical record (Epic) at the time of check-in or pre-registration, ensuring accuracy for billing and communication.

Appointment Scheduling:

• Schedules, cancels, and reschedules patient appointments—both routine and referral-based—according to practice protocols, using professional and courteous communication in person and by phone.

Chart Preparation & Insurance Verification:

• Prepare charts in advance of patient visits, ensuring insurance eligibility is verified, referrals are complete, medical records are available, and all required forms are included and up to date.

Document Scanning & Record Management:

• Scans and indexes documents into the electronic health record promptly and accurately, maintaining current and complete patient charts.

Phone & Message Handling:

• Answer incoming calls and greet patients in person with professionalism and empathy. Takes accurate messages, ensuring all relevant details are documented and routed to the appropriate provider or staff member in a timely manner.

No-Show Documentation:

• Accurately records patient appointment no-shows in Epic, following clinic procedures for documentation and follow-up if the primary front desk staff is unavailable.

Customer Service & Patient Interaction:

• Provides excellent customer service by adhering to AIDET guidelines (Acknowledge, Introduce, Duration, Explanation, Thank You). Creates a welcoming and supportive environment for patients and visitors, ensuring clear, compassionate communication at every interaction.

Team Collaboration & Front Office Support:

• Provides general assistance across the front office team, including check-in, check-out, scheduling, and other administrative duties as assigned by the Practice Manager. Maintains flexibility in responding to shifting needs and patient volumes.

Confidentiality & Compliance:

• Ensures strict patient confidentiality, comply with HIPAA and all clinic policies. Supports the hospital's mission, vision, values, and procedures.

Shift & Schedule Flexibility:

• May be required to work extended hours, evenings, weekends, or holidays based on clinic hours and operational needs. Must be adaptable to schedule changes or varying shifts as dictated by patient volume or staffing needs.

Additionally:

• The employee supports the hospital mission, vision, values, policies, and procedures.
• Participates in required education for DNV programs as applicable to position. (reference program education curriculum).
• Performs other related duties as assigned.

Qualifications:

Education

                Required: High school diploma or equivalent. Copy of diploma/GED must be provided upon hire. 

                Preferred: NA                                                                                                                                        

Licenses/ certifications/ registrations

Required: None required.

                Preferred: NA

Experience

Required: Minimum of 1 year in customer service or administrative support role. Basic experience with computers, phone systems, and data entry

Preferred: Prior experience working in a medical clinic or healthcare setting. Familiarity with electronic medical record systems (Epic preferred). Experience in patient registration, scheduling, or insurance verification

Other:

Skills and Knowledge:

• Proficiency in basic office technology (computers, multi-line phone systems, scanners, fax machines)
• Understanding of insurance verification, billing regulations, and medical terminology
• Knowledge of filing procedures and accurate record documentation
• Ability to perform a variety of tasks in a fast-paced, multitasking environment without loss of efficiency

Personal Traits and Aptitudes:

• Demonstrates a positive, tactful, and professional demeanor
• Able to work both independently and collaboratively as part of a team
• Comfortable working with culturally diverse populations
• Maintains patient confidentiality and adheres to HIPAA guidelines
• Flexible and composed when transitioning between tasks or handling changing priorities

Other Requirements:

• Ability to work varied shifts, including evenings or weekends, based on clinic needs
• CPR certification may be required per clinic policy

Physical Requirements:

Prolonged periods of sitting at a desk and working on a computer. Occasional walking, standing, bending, or lifting light office items (up to 25 pounds). Visual acuity to view computer screens and read detailed financial documents. Ability to communicate effectively in person, by phone, and electronically. May be required to move throughout the healthcare facility, including administrative and clinical areas.

Working Conditions:

This position operates in a professional office setting within a healthcare facility. The role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets. The office environment is climate-controlled, well-lit, and ergonomically designed for extended computer work. While this role is primarily office-based and does not involve direct patient care, the employee may occasionally be present in clinical areas or interact with staff working in clinical environments. As such, there is a potential for exposure to infectious diseases. The organization provides appropriate training and personal protective equipment (PPE) as needed to ensure safety.