Unit Clerk Specialty Clinic

Position: Unit Clerk - Specialty Clinic

Reports To: Director of Nursing / Nurse Manager

Job Summary

The Unit Clerk supports daily operations of the Specialty Clinic within a rural Critical Access Hospital (CAH). This role serves as the first point of contact for patients and visitors; coordinates provider schedules, referrals, diagnostic orders, prior authorizations, and medical records; and performs accurate registration, charge capture, and documentation to ensure safe, timely, and patient-centered care across cardiology, orthopedics, general surgery, and other visiting specialties. The Unit Clerk collaborates with nursing, providers, ancillary services, and revenue cycle teams to optimize patient throughput and clinic efficiency while upholding regulatory and privacy standards.

Essential Duties and Responsibilities

Patient Access and Front Desk

- Warmly greet patients and visitors; verify identity, demographics, insurance, and consent forms at each visit.

- Complete registration, schedule and confirm appointments, manage check-in and check-out, collect copays, and provide after-visit summaries.

- Monitor clinic lobby flow; address questions, manage phone lines, voicemail, and patient portal messages within service standards.

- Other duties as assigned.

Clinical and Care Coordination Support

- Prepare daily clinic lists; assemble charts and required documentation for visiting specialists.

- Coordinate outside records, imaging, and labs; route and scan documents to the EHR per policy.

- Initiate and track referrals, prior authorizations, and diagnostic orders; communicate outcomes to patients and care teams.

Scheduling and Throughput

- Maintain provider templates for multiple visiting specialties; optimize slot utilization and reduce no-shows via reminders.

- Arrange follow-up visits, procedures, and telehealth as appropriate, considering rural access and transportation constraints.

- Facilitate same-day add-ons and urgent visits in collaboration with nursing and providers.

- Other duties as assigned.

Billing Readiness and Charge Capture Support

- Ensure accurate encounter documentation, CPT and HCPCS readiness, and modifier prompts for services.

- Verify insurance eligibility and benefits; capture required authorizations prior to service when applicable.

- Reconcile daily clinic schedule against encounters; flag discrepancies to coding and billing for resolution.

Communication and Customer Service

- Provide clear, compassionate communication adapted to rural patient needs; use teach-back for instructions.

- Route messages promptly to providers and nurses; maintain professional phone and in-person etiquette.

- Support patient education material distribution in coordination with clinicians.

Regulatory, Privacy, and Safety

- Comply with HIPAA, EMTALA, OSHA, and hospital policies; protect PHI at all times.

- Follow CAH and clinic procedures for medication samples, vaccine handling support, and documentation as assigned.

- Participate in safety huddles, incident reporting, and emergency response workflows appropriate to the clinic setting.

Operational Excellence

- Use the EHR, scheduling, and revenue cycle systems proficiently.

- Assist with inventory, supply ordering, and maintenance requests to keep exam rooms and workspaces ready.

- Contribute to quality improvement, patient experience initiatives, and throughput projects.

Qualifications

Qualifications

- High school diploma or GED required; associate degree in healthcare administration or related field preferred.

- One or more years of clerical, patient access, or medical office experience preferred.

- Experience in rural healthcare or a Critical Access Hospital environment preferred.

- Licensed Medical Assistant.

Knowledge, Skills, and Abilities

- Proficiency with EHR systems and scheduling and registration workflows; strong keyboard accuracy.

- Understanding of referrals, prior authorization basics, and documentation requirements for specialty services.

- Excellent customer service, de-escalation, and culturally sensitive communication skills.

- Strong organization, attention to detail, and ability to multitask in a fast-paced clinic.

- Basic medical terminology and familiarity with common diagnostics such as EKG, echo, and X-ray.

- Reliable team player with initiative and accountability; maintains confidentiality and professionalism.

Licenses and Certifications (Preferred)

- Current BLS certification (AHA or equivalent).

- Certified Healthcare Access Associate (CHAA) or similar credential preferred.

Work Schedule and Environment

- Primarily weekday clinic hours with occasional extended hours based on specialist schedules.

- Onsite role with frequent patient and public interaction.

- Rural setting may require flexibility for weather, transportation impacts, and telehealth coordination

Physical and Essential Functions

- Frequent sitting, standing, and walking; ability to lift and carry up to 20 pounds intermittently.

- Extended computer and phone use; clear verbal communication required.

- Ability to manage multiple priorities and maintain composure during high-volume clinic sessions.

Key Performance Metrics

- Registration accuracy rate and denial prevention metrics.

- Average call and portal message response times and patient satisfaction scores.

- Authorization turnaround time, no-show rate, and template utilization.

- Daily reconciliation accuracy between schedule and encounters.

Compliance and Standards

All duties will be performed in accordance with Sheridan Community Hospital policies and procedures and applicable laws and regulations, including HIPAA privacy and security and CAH Conditions of Participation. This description is not a contract and may be revised to meet organizational needs.