Job Title: Patient Experience Coordinator
Department: Front Office

Reports To: Front Office Manager
FLSA Status: Non-Exempt
Position Type: Full-Time

Job Summary

The Medical Receptionist is the face of our medical practice and is responsible for delivering an exceptional patient experience through courteous communication, accurate data entry, and efficient front desk operations. This position requires a high level of attention to detail, dependability, and customer service, as well as the ability to navigate a fast-paced healthcare environment with professionalism and integrity. 

The ideal candidate demonstrates initiative, strong interpersonal skills, and a commitment to delivering excellent patient care in alignment with The CLEAVER Way.

The CLEAVER Way

At Cleaver Medical Group, our core values define who we are and how we serve our patients, colleagues, and community. The CLEAVER Way represents the guiding principles that shape our culture, drive our commitment to excellence, and ensure that every patient receives the highest quality care.

Core Values:

• C – Compassion: Providing care with empathy and kindness.
• L – Leadership: Setting the standard through innovation and integrity.
• E – Excellence: Striving for the highest quality in everything we do.
• A – Accountability: Taking ownership of our actions and responsibilities.
• V – Value: Delivering meaningful care and service that positively impacts our patients and team.
• E – Efficiency: Optimizing workflows for better patient experiences.
• R – Respect: Fostering a workplace where all individuals are valued.

Our Commitment
 These values are not just words on paper; they are the foundation of how we work, interact, and care for others every day. Each employee plays a vital role in upholding the CLEAVER Way by modeling these principles in every patient encounter, team interaction, and task performed.

Essential Duties and Responsibilities

• Greets patients and visitors in a friendly, respectful, and professional manner, reflecting the organization’s diverse and inclusive values.
• Answer multi-line phone system and route calls appropriately with clear and courteous communication.
• Schedule, reschedule, and confirm appointments accurately using electronic medical record (EMR) software.
• Verify and input patient insurance information with precision, demonstrating product knowledge and understanding of healthcare industry procedures.
• Check in patients, distribute and review forms for accuracy, and collect co-pays and balances due.
• Scan and upload patient documents into the EMR system, maintaining accurate and up-to-date electronic health records.
• Respond to patient inquiries in person, via phone, or email, providing accurate information and escalating complex concerns to appropriate personnel.
• Maintain the confidentiality of patient information and records in compliance with HIPAA and organizational policy, displaying unwavering ethics and integrity.
• Monitor front office supply levels and assist with ordering materials to ensure operational efficiency.
• Keep the reception area clean, organized, and welcoming at all times.
• Participate in daily office functions, team meetings, and training as required, supporting a culture of collaboration and initiative.
• Assist with billing inquiries, payment collection, and basic administrative tasks as assigned.
• Exhibit good judgment when prioritizing tasks and managing competing demands.
• Operate standard office technology such as fax machines, copiers, telephones, and computers effectively.
• Foster a positive environment for patients and staff by building trust through industry knowledge, company values, and customer understanding.

Required Qualifications

• High school diploma or equivalent.
• Prior experience in a healthcare, administrative, or customer service role preferred.
• Strong organizational and time management skills.
• Ability to work effectively with individuals from all backgrounds.
• Excellent written and verbal communication skills.
• Professional demeanor and appearance.

Core Competencies

• Attention to Detail – Ensures accuracy in data entry, insurance verification, and document processing.
• Communication – Effectively exchanges information with patients and staff.
• Customer Service – Provides prompt, courteous, and efficient service.
• Dependability – Reliable and consistent in attendance and task completion.
• Diversity – Works respectfully with individuals of all backgrounds.
• Ethics/Integrity – Maintains confidentiality and professionalism.
• Industry, Company, and Customer Knowledge – Understands the healthcare field and our mission.
• Initiative – Takes proactive steps to improve processes.
• Interpersonal Skills – Builds positive relationships with patients and colleagues.
• Using Technology – Confidently uses EMR and standard office equipment.
• Judgment – Applies critical thinking in decision-making.
• Organization – Prioritizes and manages tasks efficiently.
• Product Knowledge – Understands and communicates services to patients.

Physical Demands

• Must be able to remain in a stationary position for extended periods.
• Frequently required to sit, stand, walk, use hands, and reach with arms.
• Occasionally required to stoop or kneel.
• Must occasionally lift and/or move up to 10 pounds.
• Must have vision abilities, including close, distance, color, peripheral, depth perception, and the ability to adjust focus.
• Regularly communicates with patients and staff.

Work Environment

• Clinical office setting with low to moderate noise levels.
• Exposure to infectious agents; OSHA safety protocols apply.
• Regular use of office equipment: computers, phones, scanners, etc.
• Reasonable accommodations may be made for individuals with disabilities.

Employment Conditions

Employment with Cleaver Medical Group is at-will and may be terminated at any time, with or without cause or notice, by either the employee or the organization. No employee, supervisor, or manager has the authority to enter into any agreement contrary to this policy.

This job description is not an employment agreement and may be modified at the discretion of Cleaver Medical Group administration. Duties and responsibilities may change as needed.

Cleaver Medical Group is an Equal Opportunity Employer.

Acknowledgment and Signature

I have read and understand the duties, responsibilities, and expectations outlined in this job description. I acknowledge that this job description does not constitute a contract of employment and that Cleaver Medical Group reserves the right to change this description at any time. I understand that my employment is at-will and can be terminated by either party at any time, with or without cause or notice.