Job Purpose
The Front Desk Coordinator serves as the first point of contact for all patients, visitors, and community partners entering Our Family Health. This position is responsible for creating an exceptional patient experience by providing concierge-level customer service while ensuring efficient front office operations. [Our Family...escription | PDF]
The Front Desk Coordinator is responsible for welcoming patients, managing appointments, verifying insurance, collecting payments, maintaining accurate patient information, coordinating communication between patients and clinical staff, and ensuring compliance with organizational policies. [Our Family...escription | PDF]
The ideal candidate is professional, compassionate, highly organized, detail-oriented, and committed to serving diverse and underserved communities. This individual must demonstrate excellent communication skills, maintain confidentiality, and consistently represent the mission and values of Our Family Health. [Our Family...escription | PDF]
Duties and ResponsibilitiesPatient Experience
- Greet every patient, visitor, and community partner in a friendly, welcoming, and professional manner.
- Establish and maintain concierge-level customer service for every patient interaction.
- Ensure patients feel welcomed, respected, and valued throughout their visit.
- Address patient concerns professionally and escalate issues when appropriate.
- Maintain a calm and positive environment, even during busy clinic hours.
Registration and Scheduling
- Register new patients and update demographic information accurately.
- Verify insurance eligibility and benefits prior to appointments.
- Schedule, reschedule, and cancel appointments according to clinic policies.
- Coordinate provider schedules to maximize patient access.
- Confirm appointments and communicate scheduling changes promptly.
- Manage patient wait lists and same-day scheduling opportunities.
- Ensure all required registration forms are completed.
Financial Responsibilities
- Collect co-pays, deductibles, outstanding balances, and self-pay fees.
- Explain payment policies professionally and respectfully.
- Issue receipts and maintain accurate financial documentation.
- Balance daily cash drawer and payment records according to policy.
- Assist patients with payment arrangements as directed.
Communication
- Answer incoming telephone calls professionally and efficiently.
- Route calls appropriately while maintaining confidentiality.
- Respond to patient questions regarding appointments, referrals, and clinic services.
- Communicate effectively with providers, medical assistants, behavioral health staff, and leadership.
- Maintain timely communication with patients regarding appointment reminders and follow-up needs.
Administrative Responsibilities
- Maintain accurate electronic health record (EHR) documentation (eClinicalWorks).
- Scan and upload patient documentation into the medical record.
- Process incoming mail, faxes, and electronic communications.
- Maintain organized patient files and office supplies.
- Assist with referral tracking and medical records requests as needed.
- Ensure all patient documentation complies with HIPAA regulations.
Quality and Compliance
- Maintain confidentiality of all patient information.
- Follow all HIPAA, OSHA, HRSA, and organizational policies.
- Ensure patient registration information remains complete and accurate.
- Participate in quality improvement initiatives.
- Report safety concerns or patient complaints according to organizational policy.
- Support organizational readiness for audits and accreditation reviews.
Teamwork
- Work collaboratively with providers, medical assistants, behavioral health staff, care coordinators, and leadership.
- Assist other front office staff during high-volume periods.
- Participate in staff meetings and organizational trainings.
- Demonstrate flexibility in supporting clinic operations.
- Promote a positive and respectful workplace culture.
Customer Service
- Demonstrate empathy, professionalism, and cultural sensitivity.
- Maintain a solution-focused attitude when resolving patient concerns.
- Represent Our Family Health with professionalism both inside and outside the organization.
- Build trusting relationships with patients and community partners.
- Consistently exceed patient expectations for service.
Qualifications
The Front Desk Coordinator will be committed to the mission of Our Family Health and passionate about providing outstanding patient service. Candidates should possess: [Our Family...escription | PDF]
- High school diploma or equivalent (Medical Assistant degree preferred).
- Minimum of one year of medical office or healthcare customer service experience preferred.
- Experience with Electronic Health Records (EHR) systems preferred.
- Knowledge of medical terminology preferred.
- Basic understanding of medical insurance plans and eligibility verification.
- Proficiency in Microsoft Office applications.
- Strong verbal and written communication skills.
- Excellent organizational and multitasking abilities.
- Strong attention to detail.
- Ability to work independently and as part of a multidisciplinary team.
- Ability to maintain confidentiality and professionalism at all times.
Working Conditions
- Office and medical clinic environment.
- Frequent interaction with patients, visitors, and staff.
- Prolonged periods of sitting and computer work.
- Occasional standing, walking, bending, and lifting up to 25 pounds.
- Ability to work flexible hours as clinic operations require.
Physical Requirements
- Ability to sit, stand, and walk for extended periods.
- Ability to use computers, telephones, and office equipment continuously.
- Ability to communicate effectively in person and by telephone.
- Ability to occasionally lift office supplies weighing up to 25 pounds.
Performance Expectations
The Front Desk Coordinator is expected to:
- Deliver exceptional concierge-level customer service.
- Maintain patient satisfaction at the highest level.
- Ensure registration accuracy and insurance verification compliance.
- Support efficient clinic flow and provider productivity.
- Maintain confidentiality and professionalism in every interaction.
- Demonstrate reliability, accountability, teamwork, and continuous improvement.
Front Desk Coordinator (Medical)
Pay: $16.50 - $18.00 per hour
Benefits:
- Health insurance
- Life insurance
- Retirement plan
Work Location: In person
