Title: Health Care Center Front Office Coordinator

VP Area: Student Affairs

Department: Health Care Center

Published Salary Range: $15.00

Job Summary/Basic Function:

The Front Office Coordinator supports the daily reception, scheduling, clerical, and customer service operations of the Healthcare Center at Lake Superior State University. This position serves as a primary point of contact for students, employees, dependents, community members, and patients seeking healthcare services.

The position supports clinic operations through appointment scheduling, front desk coordination, telephone communication, patient intake support, and administrative assistance while helping maintain a professional, welcoming, and student-centered healthcare environment.

This position operates within a small family and student practice clinic environment where professionalism, confidentiality, flexibility, customer service, and strong organizational skills are essential. The Front Office Coordinator works collaboratively with healthcare providers, clinic staff, university departments, and patients to support effective clinic operations and positive patient experiences.

ESSENTIAL DUTIES & RESPONSIBILITIES

Reception and Front Desk Operations
 
- Greet patients, students, employees, community members, and visitors in a professional and courteous manner.
- Manage patient check-in and check-out processes.
- Answer and route incoming telephone calls using a multi-line phone system.
- Respond to general patient questions and direct clinical or medical questions to appropriate healthcare staff members.
- Provide general information regarding clinic services, office hours, and scheduling procedures.
- Collect, review, and process patient intake forms and required documentation.
- Scan and upload identification cards, insurance cards, consent forms, referrals, and patient records into the electronic health record system.
- Maintain patient confidentiality and ensure compliance with HIPAA requirements and university privacy standards.
- Maintain organized reception, waiting, and front office areas.
- Support a welcoming clinic environment that reflects the mission, values, and service expectations of the university.
- Provide customer service support to students, employees, community members, and clinic patients in a respectful and professional manner.

Scheduling and Appointment Coordination

- Coordinate provider schedules and daily clinic appointments.
- Schedule new patient appointments, follow-up visits, wellness visits, physicals, and acute care appointments.
- Manage appointment changes, cancellations, rescheduling requests, and wait lists.
- Contact patients regarding appointment reminders, scheduling updates, referrals, and clinic communications.
- Assist in maintaining efficient patient flow throughout the clinic day.
- Coordinate scheduling needs associated with student schedules, university calendars, and clinic operations when appropriate.
- Monitor provider schedules and communicate scheduling conflicts or operational concerns to clinic staff.
- Assist patients with appointment-related questions and scheduling requests.

Administrative and Clerical Support Responsibilities

- Maintain organized clinic records and administrative documentation.
- Perform data entry and routine clerical support activities.
- Assist with supply ordering, inventory monitoring, and office supply coordination for front office operations.
- Support clinic reporting, documentation, filing, scanning, and operational workflows as assigned.
- Assist with communication and coordination between the Healthcare Center and university departments when appropriate.
- Receive and distribute clinic mail, faxes, and incoming documentation.
- Participate in staff meetings, training activities, operational planning, and process improvement efforts.
- Support cross-functional clinic operations in a small healthcare practice environment.
- Assist with operational coverage and workflow coordination during staffing shortages, peak clinic periods, provider absences, or schedule changes.

Compliance Responsibilities

- Maintain compliance with HIPAA, university policies, healthcare documentation requirements, and applicable state and federal standards.
- Maintain confidentiality of patient, student, employee, and organizational information.
- Follow university operational policies, safety procedures, and professional conduct expectations.
- Maintain accurate documentation and records in accordance with clinic and university requirements.

Qualifications:

Education

- High school diploma or GED required.
- Associate degree in healthcare administration, medical office administration, business, or related field preferred.

Experience

- One to three years of experience in a medical office, clinic, student health center, customer service environment, or related administrative setting preferred.
- Experience with patient scheduling, front desk operations, telephone systems, or clerical support activities preferred.

Knowledge, Skills, and Abilities

- Knowledge of general office practices and customer service principles.
- Knowledge of HIPAA regulations and patient confidentiality standards preferred.
- Working knowledge of medical terminology preferred.
- Proficiency with Electronic Health Record (EHR) systems and standard office software preferred.
- Proficiency with Microsoft Office applications and standard office technology.
- Strong organizational and multitasking abilities.
- Strong attention to detail and accuracy.
- Effective verbal and written communication skills.
- Ability to interact professionally with students, patients, providers, university employees, and community members.
- Ability to support a service-oriented and student-centered healthcare environment.
- Ability to manage sensitive or difficult interactions professionally and respectfully.
- Ability to prioritize work, manage interruptions, and adapt to changing operational needs.
- Ability to work independently and collaboratively as part of a healthcare team.

Physical Demands:

Working Conditions

- Work is performed in a small outpatient healthcare clinic located on a university campus.
- Position involves prolonged periods of sitting and computer use.
- Frequent interaction with students, patients, providers, clinic staff, university employees, and community members is required.
- Position may involve frequent telephone communication, interruptions, competing priorities, and changing operational demands throughout the workday.
- Work may involve exposure to confidential medical information and healthcare documentation.

Physical Requirements

- Ability to sit, stand, walk, bend, and reach throughout the workday.
- Ability to use computers, telephones, scanners, and standard office equipment.
- Ability to lift and carry routine office materials, files, and clinic supplies.
- Ability to communicate effectively in person, electronically, and by telephone.

Work Hours: 

Monday - Friday, 8:00am-5:00pm (Summer Hours 8:00am-4:30pm)

Disclaimer This job description is intended to describe the general nature and level of work performed by employees assigned to this position. It is not intended to represent an exhaustive list of all duties, responsibilities, or qualifications.