Front Desk Associate

About the role

The Front Desk Associate serves as the first point of contact for patients and visitors, creating a welcoming environment, handling patient check‑in/out, managing calls and emails, scheduling appointments, providing information, resolving issues, and performing administrative tasks such as data entry to ensure smooth operations and excellent customer service in the medical facility.

Responsibilities

• Greets patients warmly and verifies appointment details.
• Collects necessary documentation including ID, insurance cards, referral forms, etc.
• Books, confirms, and reschedules appointments.
• Verifies insurance eligibility and benefit coverage for all in‑office visits, procedures, and tests.
• Collects co‑payments and outstanding balances; calculates patient’s financial responsibility and communicates to patient; documents in practice management system.
• Explains billing procedures.
• Enters data accurately in the practice management system and verifies existing information for accuracy.
• Completes chart prep prior to clinic as needed (print routers, face sheets, etc.).
• Completes medical records requests that come directly from the patient.
• Completes assigned tasks related to the appointment rescheduling queue in a timely manner.
• Monitors and completes tasks related to appointment recall and reminder process as set by practice SOP.
• Answers phones and responds to inquiries.
• Relays messages between patients and clinical staff.
• Maintains protected health information in accordance with HIPAA/PHI guidelines.
• Handles paperwork such as consent forms and HIPAA compliance.
• Interacts with all internal and external customers in a caring and respectful manner.
• Accepts deliveries of packages, mail, and other supplies from outside vendors.
• Maintains a clean, organized, and welcoming reception area for all patients and visitors.
• Provides clear information about services, wait time, and policies.
• Addresses patient concerns professionally and respectfully.
• Photocopies and faxes records and forms according to established policies and procedures.
• Maintains patient confidentiality.
• Participates in orientation/instruction of new administrative personnel as requested by management.
• Contributes to the team effort by completing additional tasks/projects as directed.
• Attends daily huddle and regularly scheduled team meetings.
• Participates 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.

Qualifications

• Nextech/ICP experience strongly preferred.
• Minimum of 1‑year medical office experience strongly preferred.

Skills

• Strong interpersonal and communication skills.
• Attention to detail for accurate data entry and insurance verification