Front Desk Roles Responsibilities

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Front Desk Roles - Responsibilities


Team Members and Sample Job Descriptions​​

Position Title:   Front Desk Roles - Responsibilities

Reports To (Title):          



Text Box: Position Summary:• All front desk employees are expected to know and perform all of the job responsibilities for each position. Each position has primary job responsibilities, but depending on our patients needs and staffing issues, there will be times when everyone working the front desk will have to help each other with their primary job responsibilities. There are a few areas where everyone is responsible. It is everyone’s responsibility to answer the phone and help, not just put the caller on hold.

Essential Functions and Tasks:

Approx. % Of Time:

Function / Task:


  1. Work is performed in an office environment.
  2. Involves frequent contact with parents and patients.
  3. Interaction with others is constant and interruptive.
  4. Contact involves dealing with sick people, including those with communicable diseases.
  5. This practice treats a large volume of patients, requiring jobholder to be energetic and willing to maintain a rapid and steady workplace.
  6. Varied activities including standing, walking, reaching, bending, and lifting are required.
  7. Requires full range of body motion, including handling and lifting patients, manual and finger dexterity, and eye-hand coordination.
  8. Occasionally lifts and carries items.
  9. Requires corrected vision and hearing to normal range.
  10. Requires working under stressful conditions or working irregular hours.
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  1. Knowledge of grammar, spelling, and punctuation
  2. Knowledge of medical terminology and coding
  3. Knowledge of common safety hazards and precautions to establish/maintain a safe work environment
  4. Knowledge of concerns relative to pediatric patients and their parents


  1. Skill in operating a computer and other office equipment
  2. Skill in answering the telephone in a pleasant and helpful manner and using a multiline telephone system
  3. Skill in appropriate use of universal precautions and a safe workplace
  4. Skill in identifying problems and recommending solutions


  1. Ability to establish and maintain effective working relationships with patients, parents, and the public
  2. Ability to work effectively as a team member with practitioners and other staff members
  3. Ability to multitask
  4. Ability to prioritize patient needs and work demands
  5. Ability to flexibly respond to changing demands, including patient workload
  6. Ability to appropriately interact and communicate with patients, families, staff, and others
  7. Ability to speak clearly and concisely in person and over the telephone
  8. Ability to read, understand, and follow oral and written instruction
  9. Ability to sort and file materials correctly by alphabetic or numeric systems
  10. Ability to use practice supplies and equipment in a cost-effective and an efficient manner​

Look up and greet each patient as they sign in, even if you are on the phone; acknowledge their presence. Help create and maintain a customer- and coworker-friendly environment in which we respond with sensitivity and in a friendly, respectful manner to our patients' and coworkers needs. SMILE!!!!

Any time you see a parent/patient at the front desk that is waiting to be helped, ask if you may assist. If the parent/patient is waiting to sign in for an appointment and your coworker at the check-in position is currently signing in other patients, please reassure the parent/patient that we will be with him or her as soon as possible. If you are currently not busy at the time, ask your coworker at check-in if you may help get the parent/patient checked in and verify demographics, insurance, and ID. If the line at checkout is getting backed up or there are more than 2 parents/patients waiting, please go help check someone out if you are not currently busy.

Parents/patients can hear conversations in all areas of our office. Remember to be professional and courteous at all times to those around you, including parents/patients and coworkers. Never talk about parents/patients unless it is necessary to complete your work task. Whenever discussing patient's information, be discreet so other parent/patients around you cannot hear the conversation.

Phone calls are the lifeline of our practice. It is everyone's responsibility to answer the phone, no matter what your position is for the day. When you answer the phone, assist the parent/patient right then; do not routinely put callers on hold. If you are currently busy at your own position assisting a parent, answer the phone and ask the caller if he or she can hold. It is everyone's responsibility to check lines on hold and see if you can help the caller.

Phone Calls for Administrator and Practitioners

Administrator and Practitioners not in the office:  When a practitioner or administrator is offsite and they receive a call, let the caller know that the person is not available and offer to take a message.
Administrator and Practitioners in the office: Ask for the caller's name, and what the call is in regards to. Calls from employees, practitioners, and other outside caregivers are usually a priority. Check to see if the person being called is available before offering to take a message.

Practitioners calling Practitioners: If a call is received by a practitioner requesting to speak to one of our practitioners, and our practitioner is with a patient at the time of the call, then ask whether or not it is necessary to have our practitioner come to the phone at that moment. If it is acceptable to take a message, then do so.​

Salespeople call often; in this case, please tell them we would like to receive some type of information by mail or fax before speaking to them over the phone. Inform them we will contact them if we are interested. If they respond back to you, "It is regarding an ongoing situation", please take a message.

Urgent situations: If the person claims they cannot leave a message or send information, DO NOT GIVE OUT HOME OR CELL PHONE NUMBERS. Get a supervisor to help you.

Reps come into the office every day. There should only be ONE rep in the back office area at a time. If you greet a rep at the front desk, please ask the rep to wait before going back, so you can make sure there is not another rep already back. If you know that a practitioner is running behind schedule, please let the rep know that the practitioner may not have time to spend with the rep.

If your position is slow or you do not have anything to work on, ask your fellow coworkers if you can help them with anything. There is always something to do. If your coworkers do not need help with anything, tell your supervisor that you have some spare time and he or she can give you something to work on.

The front office is the first and last impression parents/patients have of our offices. Make sure your work area is clean and organized at all times, especially prior to leaving for lunch or in the evening. Please clean up any area that does not look presentable, even if it is not YOUR work area.

All terminals are equipped with Internet access. The Internet can be helpful to locate information for a parent/patient. During work hours the Internet is not to be used for personal things such as checking e-mail or surfing the Web. Internet usage is monitored by supervisors and the administrator.

Cell phones are prohibited during working hours, unless you have an urgent reason to be available by cell phone. In such instances, a supervisor will need to make an exception to this policy.

Attend office meetings as required.

Maintain patient confidentiality and follow Roswell Pediatric Center Health Insurance Portability and Accountability Act (HIPAA) privacy and security policies and procedures.

Make sure the parent has completely filled out the form. Locate the chart or print out patient information. If the parent has chosen to have the child/children's medical records on a computer disc, please send the chart or information with the completed release form to [XXX]'s attention in an inner-office envelope. If you have time and have been trained on how to do forms, ask if you can help complete any forms.

Adhere to Occupational Safety and Health Administration (OSHA) safety standards.

This description is intended to provide only basic guidelines for meeting job requirements. Responsibilities, knowledge, skills, abilities, and working conditions may change as needs evolve.​

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