Job Qualifications 

EDUCATION – Required 

Degree/Diploma Obtained           Program of Study 

High School Diploma  

Education Requirements 

EDUCATION - Preferred 

Degree/Diploma Obtained           Program of Study 

Bachelors 

LICENSURE – Required : None 

Certification Requirements 

CERTIFICATIONS/LICENSURE - Preferred 

EXPERIENCE – Required 

Minimum Years of Experience Type of Experience 

0 Healthcare/Medical-Medical Secretary  

EXPERIENCE – Preferred 

Minimum Years of Experience Type of Experience 

2  

SKILLS - Required 

Excellent verbal and written communication skills. 

Strong customer service orientation. 

Superior written and oral communication skills 

Exceptional customer service skills 

Ability to follow through with tasks to completion 

Strong organizational and problem-solving skills 

Ability to multitask in a fast paced environment 

Ability to effectively and accurately follow directions or instructions 

Ability to work collaboratively as part of a team; offers to help coworkers when needed 

Detail-oriented 

Ability to escalate issues appropriately 

Consistently displays a positive attitude towards one’s work and work environment 

Strong computer skills 

Performs accurate typing (e.g., 45-60 words per minute) 

SKILLS – Preferred 

Experience with Epic 

Familiarity with medical terminology 

Knowledge of healthcare and health insurance 

Prior medical office experience 

PHYSICAL WORKING CONDITIONS 

Sitting in a comfortable position with frequent opportunity to move about the department and traverse the hospital campus. Examples: executive, management, administrative and secretarial positions. 

ENVIRONMENTAL WORKING CONDITIONS 

Located in a comfortable indoor area. Examples: executive, management and secretarial positions. 

HAZARDS 

OSHA Category 3 

Tasks that involve no exposure to blood, body fluids, tissues, or other potentially infectious materials and Category 1 tasks are not a condition of employment. 

Behavioral & Leadership Competencies: Team Members (Provided & Standardized by HR) 

Performance Mindset: Demonstrates critical thinking to identify challenges impacting work and recommends solutions. Takes measurable action to change, learn, and grow. 

Communication: Communicates in a clear and organized manner that achieves desired results. Speaks and writes professionally and respectfully. Listens actively and empathetically. 

Collaboration: Understands how one's work connects and intersects with other team member’s work and HSS’ goals. Actively works with others and engages in dialogue when differences exist. Is open to receiving feedback. 

Empowerment: Shares ideas and points of view. Volunteers to take on stretch assignments and/or additional responsibilities identified by and/or with manager. 

Engagement: Cares about the mission of HSS. Is an active participant in meetings and interactions with colleagues and/or patients. Demonstrates a desire to learn and grow. Understands how behavior and attitude impact the broader team and acts in a way that supports the culture and team’s engagement. 

Adherence to HSS Policies: Respects and holds self and/or others accountable to following HSS Policies and Code of Conduct. (Examples: Time and Attendance, Professionalism, Safety, Privacy, and a commitment to providing or supporting service excellence to patients.) 

Position Competencies 

Patient Service & Communication Skills: Answers phones and greets patients courteously, clearly, and efficiently.  Demonstrates a professional demeanor, empathy, discretion, and respect in all patient interactions. Ensures timely internal/external communication via phone, email, or in-person regarding appointments, instructions, and follow-ups. Handles patient concerns calmly, and appropriately escalates concerns to administrative manager or clinical staff when necessary.  

Scheduling & Coordination: Schedules appointments and ancillary services accurately, following provider protocols and availability. Coordinates referral processes with accuracy and urgency. Communicates effectively/proactively with other administrative staff and clinical teams to ensure smooth patient flow.  

Billing/Chart Documentation: Manages check-out processes accurately, facilitating time of service payments from patients, including copayment and outstanding balance collections (as needed). Obtains authorizations and/or follows up with appropriate teams on the status through completion, as needed. Ensures all information is collected from patients to ensure timely billing. Uses appropriate written communication when documenting in patient charts, and interacting with physician and other clinical teams. Accurately scans patient records per hospital guidelines.   

Technical & Systems Proficiency: Proficient in the use of electronic medical records systems (e.g., Epic) and navigates scheduling, billing, and Microsoft Office software with competence. Operates phones system, scanners, copiers, printers, and other front-desk technology efficiently. Learns and adapts to new systems, policies and technologies relevant to office operations. 

Office Workflow and Operational Efficiency: Prioritizes tasks and manages workload efficiently to meet patient needs, and departmental goals such as call answer rates. Takes initiative to resolve issues and assist colleagues. Adapts to workflow changes and supports team productivity. Fulfills a lead role in the office when covering for Office Manager during time off. Demonstrates accountability in job duties.