Front Desk Associate

About the role

As the first point of contact for patients and visitors, the Front Desk Associate creates a welcoming environment, handles patient check-ins/outs, manages calls and emails, schedules appointments, provides information, resolves issues, and performs administrative tasks to ensure smooth operations and excellent customer service in our medical facilities.

Responsibilities

• Greet patients warmly and verify appointment details.
• Collect necessary documentation including ID, insurance cards, and referral forms.
• Book, confirm, and reschedule appointments.
• Verify insurance eligibility and benefit coverage for all in-office visits, procedures, and tests.
• Collect co-payments and outstanding balances; calculate patient’s financial responsibility and communicate it to the patient; document in practice management system.
• Explain billing procedures.
• Enter data accurately in the practice management system and verify existing information.
• Complete chart prep prior to clinic as needed (print routers, face sheets, etc.).
• Complete medical records requests directly from patients.
• Complete assigned tasks related to the appointment rescheduling queue in a timely manner.
• Monitor and complete tasks related to appointment recall and reminder process as set by practice SOP.
• Answer phones and respond to inquiries.
• Relay messages between patients and clinical staff.
• Maintain protected health information in accordance with HIPAA/PHI guidelines.
• Handle paperwork such as consent forms and HIPAA compliance.
• Interact with all internal and external customers in a caring and respectful manner.
• Accept deliveries of packages, mail, and other supplies from outside vendors.
• Maintain a clean, organized, and welcoming reception area for all patients and visitors.
• Provide clear information about services, wait times, and policies.
• Address patient concerns professionally and respectfully.
• Photocopy and fax records and forms according to established policies and procedures.
• Maintain patient confidentiality.
• Participate in orientation/instruction of new administrative personnel as requested by management.
• Contribute to the team effort by completing additional tasks/projects as directed.
• Attend daily huddle and regularly scheduled team meetings.
• Participate in on-boarding and training of new front desk associates and other administrative team members as assigned.

Requirements

• High School Diploma or equivalent years of related experience required.
• Nextech/ICP experience strongly preferred.
• Minimum of 1-year medical office experience strongly preferred.
• Strong reliability with good attendance and punctuality.
• Exercises sound judgment in responding to inquiries; understands when to route inquiries to the next level.

Skills

• Strong interpersonal and communication skills.
• Attention to detail for accurate data entry and insurance verification; strong organizational skills.
• Basic understanding of healthcare insurance payors and programs.
• Ability to multitask in a fast-paced environment.
• Familiarity with healthcare regulations (HIPAA, privacy laws).
• Basic math and cash handling.
• Excellent customer service skills.
• Understanding of medical terminology (preferred).

Benefits

• Medical, Dental, and Vision insurance.
• 401k with company match.
• HSA/FSA options.
• Telemedicine services.
• Generous PTO package.
• Free benefits:
  • Employee Discounts and Perks.
  • Employee Assistance Program.
  • Group Life/AD&D insurance.
  • Short Term Disability Insurance.
  • Long Term Disability Insurance.