Front Office

About the role

• Data Integrity: You verify every patient's identity and insurance coverage with 100% accuracy to prevent downstream billing errors and denials.
• Orchestrator of Flow: You manage the "front door," signaling patient readiness to the clinical team and maintaining short wait times to ensure high provider throughput.
• Customer Experience Champion: You are the first and last point of contact, using empathy and clear communication to drive patient satisfaction and retention.
• Financial Steward: You secure the clinic's financial health by identifying and collecting co-pays and outstanding balances at the point of service.

Responsibilities

• Pre-Visit Preparation: Review the schedule 24–48 hours in advance to identify missing documentation, expired authorizations, or insurance gaps.
• Digital-First Intake: Facilitate patient check-in via digital tools, ensuring all demographics, consents, and "Patient-Ready" signals are completed accurately.
• Queue & Wait-Time Management: Monitoring the waiting room and EMR task queues; communicate delays transparently to patients and clinical staff.
• Point-of-Service (POS) Collections: Discussing financial responsibility with patients and processing payments with high integrity and daily drawer reconciliation.
• Exit & Outreach: Conducting the "checkout" process, scheduling follow-ups, and managing outbound outreach for no-shows or preventive care appointments.

Requirements

Knowledge

• Computer literacy
• Patient Eligibility and benefits
• Use scheduling systems to improve staffing levels

Skills

• Handle patient concerns while maintaining relationship
• Follow defined workflows consistently
• Manage patient needs across scheduling and follow-up
• Manage time and tasks efficiently
• Handle incoming calls accurately and professionally
• Maintain accurate and complete records
• Work effectively across teams

Abilities

• Maintain accuracy and completeness across tasks
• Manage multiple tasks simultaneously while maintaining accuracy

Essential Behaviors & Attributes

• Reliability, punctuality, integrity with Protected Health Information and cash, professional presence, adaptability, growth-mindset, and receptivity to coaching.

Preferred Knowledge

• Use appropriate channels and escalation rules
• Manage and verify digital intake data
• Protect patient identity
• Familiar with clinical operations
• Able to support patient registration
• Familiar with types of clinic visits

Schedule

40 hours per week

Pay

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

$38,000 - $45,800 per year

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

About the Company

About CenterWell Senior Primary Care: CenterWell Senior Primary Care provides proactive, preventive care to seniors, including wellness visits, physical exams, chronic condition management, screenings, minor injury treatment and more. Our unique care model focuses on personalized experiences, taking time to listen, learn and address the factors that impact patient well-being. Our integrated care teams, which include physicians, nurses, behavioral health specialists and more, spend up to 50 percent more time with patients, providing compassionate, personalized care that brings better health outcomes. We go beyond physical health by also addressing other factors that can impact a patient’s well-being.

About CenterWell, a Humana company: CenterWell is a leading healthcare services business focused on creating integrated and differentiated experiences that put our patients at the center of everything we do. The result is high-quality healthcare that is accessible, comprehensive and, most of all, personalized. As the largest provider of senior-focused primary care, a leading provider of home healthcare and a leading integrated home delivery, specialty, hospice and retail pharmacy, CenterWell is focused on whole health and addressing the physical, emotional and social wellness of our patients