Front Office

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Why this role exists: Our Front Office Healthcare Support team are there to deliver a safe, accurate, and welcoming patient experience from pre-arrival through checkout. The Front Office professional, working onsite and reporting to the Center Administrator, serves as the Patient Access Coordinator, ensuring data quality and revenue integrity while orchestrating the seamless movement of patients through the clinic.

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.

What You Will Do:

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:

We assess requirements practically. During the application and interview process, we will ask you to demonstrate these.

Knowledge:

• Computer literacy
• Patient eligibility and benefits
• Using scheduling systems to optimize staffing levels

Skills:

• Handle patient concerns while maintaining rapport
• 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 assist in patient registration
• Familiar with types of clinic visits

Scheduled Weekly Hours: 40

Pay Range: $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.

Description of 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 Us

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. CenterWell is part of Humana Inc. (NYSE: HUM). Learn more about what we offer at CenterWell.com.

Equal Opportunity Employer

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements.