Front Office/Scheduler

Date Posted:  Sept. 25, 2020
Reports to:  Clinic and Nurse Manager
Location: Mercy Hospital – Mercy & Unity campuses
Job Status/Hours:  1.0 FTE (40 hours per week)

SUMMARY STATEMENT:  Front Office/Schedulers are responsible for greeting patients, checking-in patients, communicating between departments, scheduling patient appointments, and answering and directing phone calls.


  1. Receptionist responsibilities:
    1. Greets patients in polite and prompt, and helpful manner. Provides any necessary information and/or assists patients with insurance information.  Informs the appropriate person(s) of the patient’s arrival.
    2. Completes necessary paperwork to check patient in. Uses computer system to generate necessary billing information.   Verify demographic information and update.
    3. Updates patient information, collects and posts copays, provides necessary forms for completing, and obtains signatures as needed.
    4. Maintains clean, orderly waiting area.
    5. Answers phones in a pleasant manner and handles patients’ needs.
    6. Contacts patients to remind them of future appointments.
    7. May perform administrative duties such as faxing, printing daily or weekly schedules, and depositing copays.
  2. Scheduling responsibilities:
    1. Books, coordinates, and reschedules patient appointments on the phone and in-person.
    2. Ensures that patients are scheduled properly and appointments are confirmed.
    3. Answers telephones, screens phone calls, takes messages and provides information to others as necessary.
    4. Assist with recalls as necessary.
    5. Sends patient test, directions, and clinic information as necessary.
  3. Assist with administrative duties such as faxing, copying, and printing.
  4. Responsible for covering a variety of different clinic sites and locations.
  5. Maintains all patient confidentiality in accordance with HIPAA and company policy.


  1. High school diploma or GED.
  2. Minimum of one year experience in customer service setting preferably in health care and in front office/scheduling capacity.
  3. Knowledge of Excellian (or Epic) is desired.
  4. Must possess strong customer service and computer skills.
  5. LPN/MA preferred.
  6. Demonstrated strengths in the following competencies:
Patient Focus Political Savvy
Action Oriented Organizing
Adaptability Communication (Written and Verbal)
Integrity and Trust Interpersonal Savvy
Intellectual Horsepower Problem Solving

If you are interested in this position, please email your resume to

As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, veteran or disability status.