Front Desk/Health Information Clerk

Position Summary 

The Front Desk/Health Information Clerk supports the efficient operation of Health Services by ensuring patient health information and electronic medical records are accurate, complete, organized, accessible, and maintained in accordance with HIPAA and applicable regulatory requirements. The position verifies and updates patient information, manages medical records and authorized requests, assists clinical and administrative staff with health information needs, and supports quality assurance through record audits, resolution of documentation discrepancies, and workflow improvement. 

Responsibilities and Essential Functions 

• Provides exceptional customer service in person and on the phone to patients’ families, staff vendors, and the community: greeting visitors, observing front door/visitor protocols HIPAA Privacy and Security procedures, etc. 
• Continuously monitor the waiting room to ensure all patients are accounted for, properly checked in, and not left unattended or waiting without staff awareness.  
• Verify patient identity at each visit using appropriate identifiers before check-in and service delivery. 
• Ensure effective telephone and mail communication both internally and externally to maintain a professional image.  
• Schedule, maintain, cancel, and reschedule all provider appointments, including no-shows and provider callouts. 
• Re-schedule all “No Show” appointments daily and conduct required appointment reminder outreach 
• Scan and upload patient insurance cards, IDs, referrals, labs, and all patient-related documents into ECW promptly. 
• Collect co-payments, distribute MetroCards, and document transactions in accordance with VIP procedures 
• Verify patient demographic, insurance and personal information based on the most recent completed patient registration packet. 
• Gather information and documents from patients and external specialists. 
• Create digital copies of paperwork and store records electronically. 
• Maintain and update patient records, including demographics, medical history, diagnostic tests, treatment plans, and other relevant documentation. 
• Ensure patient information is accurate, complete, and confidential in accordance with HIPAA, 42 CFR Part 2, VIP policies, and other applicable regulatory requirements. 
• Organize and file medical records electronically for timely retrieval and care-team access. 
• Retrieve and release medical records to authorized individuals or departments promptly and accurately. 
• Assist providers and administrative staff in accessing patient information as needed for patient care, billing, and administrative purposes. 
• Develop appropriate EHR health information workflows and review processes for efficiency and improvement. 

Quality Assurance and Compliance 

• Conduct regular audits of medical records to ensure compliance with regulatory standards and internal policies. 
• Identify and correct record discrepancies or errors in collaboration with relevant stakeholders. 

Customer Service and Communication 

• Provide responsive customer service and communicate effectively with internal departments, external agencies, and third-party vendors regarding medical record and health information inquiries, requests, releases, and related matters. 

Competencies 

• Strong organizational and prioritization skills with the ability to manage multiple responsibilities in a high-volume environment. 
• Ability to work effectively with diverse individuals while remaining professional and calm. 
• Strong commitment to confidentiality, accuracy, and appropriate handling of sensitive information. 
• Ability to work independently with minimal supervision, remain flexible and self-directed, and recommend workflow or system improvements. 

General Expectations 

• Be committed to the mission of VIP Community Services and demonstrate its values of respect, honesty, dignity, excellence, and teamwork. 
• Behave professionally and courteously with patients, families, colleagues, and other members of the care team. 
• Be punctual, use time appropriately, and perform assigned work in a timely, conscientious, and cooperative manner with minimal errors. 
• Maintain a neat and professional appearance. 
• Maintain confidentiality and protect information concerning Practice Operations, patients, and employees in accordance with applicable laws and policies. 
• Comply with the Health Center’s Standards of Conduct, Compliance Program, and all applicable policies and procedures. 
• Additional duties as assigned by the Front Desk Supervisor or AVP of Health Services.  

Education/Experience Requirements 

• High school diploma or equivalent; associate’s degree in health information management or a related field preferred. 
• Prior experience in healthcare administration, medical records management, or health information technology preferred. 
• Proficiency in Spanish or French preferred. 
• Familiarity with electronic health record (EHR) systems and health information management software. 
• Strong attention to detail, organizational, multitasking, and time-management skills. 
• Proficient computer skills, including MS Office Suite and data entry, with strong verbal and written communication skills. 
• Ability to work collaboratively, remain professional under stress, and learn new roles and responsibilities.