Front Office Coordinator

Front Office Coordinator

Utilizing excellent customer services skills, the Front Office Coordinator oversees the activities of the front office at the health center to ensure compassionate and professional care for patients and effective and efficient front office workflow. As the operations of the health center impacts the overall patient experience at HOPE, this role is an integral part of improving processes. The Front Office Coordinator functions as a receptionist, oversees health center operational processes (registration, intake, medical records requests, scheduling, etc) at their assigned site, coordinates patient flow, and manages the health center facility and IT needs.

Oversee Front Office Patient Flow Processes

1. Builds and maintains positive relationships with patients, families, community organizations and partners.
2. Manage provider schedule changes, answering service messages, telephone encounters, emails, and correspondence from other HOPE staff pertaining to Front Office.
3. Evaluate work processes and identify and recommend solutions when problems arise. When necessary, implement alternate work methods to ensure effective operation of the department.
4. Ensure high quality care for patients by collaborating with the operations department and reviewing and researching concerns or complaints and recommending corrective action as appropriate.
5. Serve as a receptionist and/or bilingual navigator as needed for the assigned site.

Support Revenue Cycle Management and Site Budget Purchasing

1. Effectively collaborates with the Finance Department to ensure effective and appropriate billing and collections processes as well as purchasing/procurement processes.
2. Sees to the proper application of patient, insurance, and other payments.
3. Review daily Front Office collections and pre-check for Finance Department.
4. Manage the process and implementation of Sliding Fee Discount Program; perform audits on applications and documentation as requested.
5. Prepares weekly and monthly reports on third-party billings, accounts pending diagnoses, and late charges.
6. Collaborates with the Admin Team and Team leaders to coordinate and manage the site's budget, expenditures, and implementing cost-saving opportunities.

Collaborate Across Departments to Ensure Excellent Patient Care and Experience

1. Collaborate with Team Leaders and Department Directors to optimize patient flow, appointment scheduling, and resource allocation.
2. Liaise with members of the Operations Department to meet needs of patients or staff at assigned health center (maintenance, IT, security, marketing, compliance, risk, etc).
3. Implements organizational emergency response plans and protocols to ensure the safety and well-being of patients, staff, and visitors.
4. Participate in required meetings, training sessions, and committees pertinent to the Front Office chosen by the supervisor.
5. Prepare reports pertaining to Front Office activities and performance as needed.
6. Observes established policies and procedures which include confidentiality, safety, infection control and other environmental regulations.
7. Performs other clerical or supervisory duties as assigned.

Intermittent Duties

1. Performs other duties that may be assigned by the Supervisor.

Off-Site Work

1. Off-Site Work is usually a requirement of this position. This off-site work will typically include, but is not limited to, attending Off-Site meetings, trainings, educations and/or conferences.

Skills/Qualifications

1. Ability to collaborate with other multi-disciplinary team members;
2. Strong critical thinking skills;
3. Ability to independently solve problems with creative solutions;
4. Proficiency in the use of computer and office equipment;
5. Strong interpersonal and communication skills;
6. Strong verbal and written communication skills;
7. Strong customer service skills;
8. Ability to adhere to quality, safety and infection control standards;
9. Ability to manage personal growth, taking initiative to meet challenges within the team care environment.
10. High school diploma or equivalent required; Associate's Degree or higher preferred.
11. Four years of clerical experience in a health care setting, two of which must have been in patient registration and/or medical records.
12. Management or supervisory experience preferred.
13. Demonstrated ability to teach and lead teams.
14. Excellent verbal, written and customer service skills.
15. Knowledge and comfort with eCW (EHR) preferred.

Note: This job description is intended to convey information essential to understanding the scope of the Front Office Coordinator position. It is not intended to be an exhaustive list of qualifications, duties, or responsibilities, as other duties may be assigned as needed.

This job description follows the Americans with Disabilities Act (ADA) and the Fair Labor Standards Act (FLSA) (May 1995)

HOPE Family Health Services is an equal opportunity employer who complies with applicable State and Federal civil rights laws and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran or disability status.

Many positions at HOPE Family Health Services are funded in-part or in-whole by State or Federal Department of Health and Human Services funding and as such, our organization cannot employ individuals with certain criminal backgrounds or who are on State or Federal exclusion or debarment lists.