Front Desk Associate - Outpatient Oncology | Fort Myers, FL

Front Desk Associate
Southwest Florida Proton
Location: Fort Myers, Florida
Employment Type: Full-Time
Work Schedule: Monday - Friday | Day shift. Evenings, rotating schedules, and occasional weekends may be required based on operational needs.

Who We Are Looking For
We are looking for a Front Desk Associate with prior experience in a busy medical office or hospital setting who is comfortable owning patient intake, registration, scheduling, and medical records from start to finish. You have already worked in an electronic medical record system, know how to collect and verify insurance and demographic information accurately, and have handled outside records requests without constant oversight.

You stay organized when the schedule is full, catch missing information early, and follow through until it is resolved. You communicate clearly with patients, families, clinical staff, and outside offices, and you treat protected health information with care. You work well with the rest of the team, take initiative when something needs attention, and keep patient flow moving without needing constant direction.

Experience in oncology or another specialty practice is a plus, but solid front-office experience in a high-volume medical setting is required. If you are looking for a role where you can build processes from scratch or where the volume is light, this is not the right fit.

About Southwest Florida Proton
Southwest Florida Proton is a specialized outpatient radiation oncology and proton therapy practice in Fort Myers serving patients across Southwest Florida. The Front Desk Associate is a key member of the front-end operations team and a primary point of contact for patients and visitors.

Position Summary
This role supports patient intake, registration, scheduling, and coordination of care. The Front Desk Associate collects and verifies demographic, insurance, consent, and medical documentation. The role also includes collecting, reviewing, and processing external medical records such as laboratory results, radiology reports, pathology reports, and prior treatment documentation, then entering that information accurately and on time in the electronic medical record (EMR).

Success in this position depends on initiative, follow-through, and consistent attention to detail. This role requires strict adherence to HIPAA, organizational policies, and applicable regulatory requirements.

Essential Duties and Responsibilities

Patient Access, Intake, and Registration

• Greet patients and visitors in a professional, compassionate, and respectful manner.
• Complete comprehensive patient intake, including verification of demographics, insurance information, consent forms, and required paperwork.
• Check patients in and out, document visits accurately, and help keep patient flow efficient.
• Respond to patient questions in person, by phone, or electronically in a timely and professional manner.
• Identify incomplete paperwork, insurance questions, or missing information early and take steps to resolve them before they affect the visit.
• Handle routine front-desk issues independently and escalate to leadership when needed, then follow through until the matter is resolved.

Scheduling and Care Coordination

• Schedule, reschedule, and confirm appointments according to provider availability and clinical protocols.
• Coordinate appointments across departments to support continuity of care.
• Communicate appointment instructions, preparation requirements, and follow-up information clearly to patients.
• Confirm that patients have the information they need before the visit and follow up when something is still outstanding.
• Work closely with clinical and administrative teammates so patients are ready for consults, imaging, and treatment.

Medical Records Collection and EMR Management

• Collect, request, and receive external medical records, including laboratory results, radiology reports, pathology reports, and prior treatment documentation.
• Review received records for completeness and accuracy before processing.
• Scan, upload, index, and attach records in the EMR according to organizational standards.
• Track outstanding record requests and follow up with outside facilities, providers, or patients until records are received.
• Confirm required records are in the EMR before visits and before treatment initiation.
• Handle protected health information (PHI) in accordance with HIPAA and organizational policy.

Administrative and Documentation Responsibilities

• Enter and update patient information accurately in the EMR.
• Scan, upload, and manage documentation in accordance with record retention and privacy policies.
• Assist with referrals, authorizations, and insurance-related documentation as directed.
• Keep the front office organized and stocked, and address supply needs before they interrupt daily work.

Compliance, Privacy, and Quality

• Maintain strict adherence to HIPAA privacy and confidentiality standards.
• Follow organizational policies, procedures, and regulatory requirements.
• Participate in required training, competency assessments, and quality improvement initiatives.
• Escalate patient concerns, documentation issues, or workflow challenges to leadership as appropriate and complete any follow-up assigned.

Team and Professional Responsibilities

• Collaborate with clinical staff, providers, and administrative team members to support a smooth patient experience.
• Show initiative by identifying what needs to be done and taking ownership of the next step.
• Demonstrate reliability, accountability, and consistent follow-through.
• Stay flexible when priorities change and support teammates during busier periods.
• Support a patient-centered culture aligned with the mission and values of Southwest Florida Proton.

Education and Certification Requirements

• High school diploma or GED required.
• Post-secondary education or coursework in healthcare administration or a related field preferred.
• Training or experience in medical records handling or healthcare documentation preferred.

Experience Requirements

• Minimum of one (1) year of experience in a fast-paced, patient-facing medical office or hospital setting.
• Experience with patient intake, registration, scheduling, and medical records processing preferred.
• Experience using electronic medical record (EMR) systems required.
• Prior experience in oncology or a specialty medical practice is a plus.

Knowledge, Skills, and Abilities

• Strong work ethic and personal accountability.
• High attention to detail and accuracy in documentation.
• Initiative and a proactive approach to daily work.
• Consistent follow-through on tasks, requests, and patient needs.
• Ability to work collaboratively with clinical and administrative staff.
• Practical problem-solving skills in a busy front-office setting.
• Strong interpersonal and customer service skills.
• Clear verbal and written communication.
• Proficiency with computers, scanners, and office software.
• Ability to manage multiple priorities without sacrificing accuracy.
• Ability to communicate professionally with patients, providers, and outside facilities.

Physical Requirements

• Ability to sit, stand, walk, and move throughout the workday.
• Ability to use standard office equipment, including computers, phones, scanners, and copiers.
• Ability to lift up to 25 pounds occasionally.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.

Work Environment

• Outpatient oncology and proton therapy clinical setting.
• Frequent interaction with patients, families, and healthcare professionals.
• Adherence to safety, infection control, and privacy protocols is required.

Benefits

• Competitive compensation
• Health, dental, and vision insurance
• Retirement plan options
• Paid time off and holidays

Equal Opportunity Employer
Southwest Florida Proton is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other status protected by applicable law.