Front Office Coordinator, Neurology

Clerical Support Specialist

Under moderate supervision, performs a variety of clerical activities to support clinical operations including customer service, telephone management, scheduling, registration, and copay collections. Ensures that all provider schedules are appropriately populated, telephones are managed, and complete registration information is captured prior to or during each patient visit.

The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification. These are not to be construed as an exhaustive list of all job duties performed by personnel so classified.

• Receives and screens visitors and telephone calls. Provides general information in person and on the telephone.
• Calls patients to verify appointments.
• Verifies patient demographic information including insurance verification prior to the patient visit for all pre-scheduled patients. Performs data entry of patient demographic information. Types letters and faxes information as needed.
• Registers all patients at each visit utilizing established policies for the capture of complete and up-to-date patient and insurance information Receives and documents patient responsible payments including co-payments, past balance payments, and other patient-responsible charges.
• Schedules patients for physician visits. Maintains and updates appointment calendars.
• Processes all referral requests by physicians and patients within a timely manner and according to clinic procedure.
• Notifies clinical personnel of patient arrival.
• Processes and delivers departmental mail.
• Tracks down labs on patients and follows up with lab companies when errors occur.
• Coordinates files and office information updates charts, labs, x-rays, dictated notes, etc.
• Pulls and prepares charts for current and follow-up appointments.
• Processes and maintains medical records in accordance with records protocols.
• Discharges each patient via established policies, including charge entry for current visit if appropriate, scheduling of future appointments, facilitation of ancillary procedures as necessary, and provides for the patient a receipt for services rendered.
• Performs other duties as assigned.

High School Diploma or equivalent (GED) is required. One (1) year of customer service experience required. One (1) year relevant front-desk experience preferred. Experience within a healthcare environment preferred. Certification in scheduling and registration preferred.

Experience working in a fast-paced medical or specialty practice, with demonstrated competence using patient information, EHR/EMR, and scheduling systems. Strong organizational, multitasking, time-management, and problem-solving skills with excellent attention to detail and accuracy. Highly effective verbal, written, and interpersonal communication skills when interacting with patients, visitors, physicians, staff, and leadership. Ability to interact professionally with personnel at all levels of the organization and work effectively within a multidisciplinary team environment. Knowledge of patient registration, appointment scheduling, insurance verification, billing processes, medical terminology, HIPAA, and patient confidentiality requirements. Ability to remain calm and professional under pressure, adapt to changing priorities, and provide high-quality, patient-centered service. Strong customer and patient service skills with a demonstrated ability to provide a welcoming, respectful, and positive experience while addressing patient needs and concerns professionally.

University of Maryland Medical Center