Front Office Coordinator

Welcoming all who need care

Job title 

Front Office Coordinator – River City

Reports to 

Status 

Job purpose 

The Front Office Coordinator will be responsible for ensuring an efficient, professional, and welcoming environment for patients while handling administrative tasks that support patient care

The Front Office Coordinator will ensure that efficient and standardized procedures are established with a specific focus on patient scheduling, insurance verification procedures, check-in/check-out, and oversight of the billing & collections procedures at the front desk. This position trains, supervises, and oversees the schedules of patient service representatives, coordinates front office coverage, and assists on projects and any additional administrative support necessary for the organization. 

Duties and responsibilities 

• Provides exceptional customer service in person and on the phone to patients, families, staff, vendors, and the community:
  • Greets patients and ensures a positive experience.
  • Supports patient experience protocols.
  • Adheres to HIPAA Privacy and Security procedures.
• Maintains Front Office or PSR Training Manuals:
  • Updates all forms, manuals, and charts as necessary.
  • Ensures the front office is utilizing the most up-to-date forms and printed material.
• Coordinates efficient workflows and procedures for the Front Office:
  • Prioritizes the patient’s experience.
  • Manages front office tasks to ensure smooth daily operations.
• Responsible for effective front office patient workflow:
  • Proficient in all PSR (Patient Services Representative) duties.
  • Proficient in electronic medical record software:
  • Coordinates front office staff to ensure tasks are completed correctly and meet Heartland standards.
  • Oversees patient flow during scheduling, check-in, and financial procedures, such as Sliding Fee Scale, denied claims, and billing and collections.
• Ensures communication of accurate information and instructions to patients:
  • Explains sliding scale fees, insurance eligibility, and may addresses billing questions.
• Assists with Front Office responsibilities as needed:
  • Checks patients in for scheduled and walk-in appointments.
  • Maintains patient accounts by obtaining and updating personal and financial information.
  • Protects patients’ rights by maintaining confidentiality of personal and financial information.
  • Optimizes patient satisfaction, provider time, and treatment room utilization by efficiently managing the schedule.
  • Handles cash drawer and deposits accurately.
  • Prepares and provides good faith estimates for patients.
  • Assist with patient grievances.

Qualifications 

• High school diploma or equivalent. An associate’s degree in healthcare administration or related field is preferred.

• At least 1-2 years of experience in a healthcare setting, especially in a front desk or administrative role.

• Strong interpersonal and communication skills.

• Proficiency with medical office software and scheduling systems (e.g., EMR/EHR systems).

• Knowledge of insurance processes and billing.

• Ability to multitask and prioritize in a fast-paced environment.

• High energy, positive attitude, ability to work autonomously, flexibility, teamwork, attention to detail, and high degree of initiative.

• Maintains regular and predictable attendance. This position is eligible for no more than 5% remote work.

• Ability to comply with applicable federal and state training requirements.

Working conditions 

• This role requires movement throughout the building day or multiple locations during the day.

• This role may be exposed to infections and contagious diseases.

• This role is subject to interruptions.

• This role requires management of personnel and procedures in a high stress & high paced environment.

• This role completes tasks that are performed in close physical proximity to other people.

• This role requires working indoors in environmentally controlled conditions.

Physical requirements 

• Moves equipment weighing up to 50 pounds.
• Moves throughout the building to meet with employees, patients, or visitors.
• Must be able to remain in a stationary position during shift.
• Ability to read, write, and speak English.
• Frequent communication with patients about their experience at the health center. Must be able to exchange accurate information in these situations.
• Operate a computer and other office equipment, such as tablets, scanners, printers, and phones.
• Adhere to process protocol or procedures.

Details 

• Hours M – F from 7:30 am – 7 pm as needed (average of 40 hours per week) 
  • Hours are approximate and may be altered by supervisor(s) as needed
• Work from home eligibility- Up to 5% per fiscal year
• Location: Heartland Community Health Center River City
  • Schedule may be altered by supervisor(s) as needed to allow for completion of expected duties of the position.