Coordinator, Front Desk in Brandon

The Front Desk Coordinator serves as the first point of contact for patients, visitors, and callers at the clinic. This role is responsible for providing exceptional customer service while performing a range of administrative, clerical, and data entry duties, including patient intake, insurance verification, and appointment scheduling. The Coordinator ensures smooth front‑desk operations and supports the clinical team in delivering high‑quality, patient‑centered care.

Administrative Responsibilities:

• Transportation scheduling software (e.g., TripMaster).
• Perform patient intake and onboarding.
• Create new patient profiles in the EMR system.
• Conduct welcome calls and schedule initial appointments.
• Mail welcome packages to new patients.
• Obtain required annual consents and patient signatures.
• Encourage and assist patients with Patient Portal enrollment.
• Coordinate translation services as needed (e.g., Propia app).

Scheduling and Visit Management:

• Greet patients and visitors warmly, creating a welcoming and professional environment.
• Address patient concerns or complaints and appropriately escalate issues.
• Schedule a variety of appointments (e.g., TOC, AWVs, sick visits, in‑house services).
• Master scheduling workflows, including same‑day visit protocols.
• Follow all scheduling guidelines; act as the “Pit Boss” of the schedule.
• Obtain Health Center Manager approval for scheduling exceptions (e.g., double‑booking).
• Assist with appointment confirmation calls and transportation scheduling.
• Reschedule all no‑shows within 24 hours.
• Update visit status types in the EMR (eCW) promptly.
• Support scheduling for special events (e.g., mammogram and DRE campaigns).

Data Accuracy & System Proficiency:

• Perform demographic verification during patient check‑in.
• Ensure accurate entry of demographics, insurance, and Patient Hub information.
• Scan and file all documents and ID photos correctly.
• eFile documents within 48 hours of receipt.
• Monitor fax inbox for incoming clinical documents.
• Clear Jellybean inboxes daily.

Insurance and Financial Transactions:

• Document insurance verification results in the EMR.
• Collect co‑payments and coinsurance in accordance with policy.
• Run and reconcile end‑of‑day financial reports.

Outbound Communications and Follow‑up:

• Make outbound calls to support care initiatives (e.g., AWVs, HEDIS screenings).
• Follow up with patients within 3–7 days post‑discharge to confirm TOC appointments.
• Confirm follow‑up appointments and ensure referral coordination at check‑out.

Phone Operations:

• Answer and route incoming calls appropriately.
• Take messages, assist callers, and properly document/disposition each call.
• Respond to inquiries in person, over the phone, and via email with professionalism and accuracy.

Additional Duties & Responsibilities:

• Support operations, patient/client experience, and communication at the center level.
• Keep the front desk, lobby and patient‑facing areas clean, organized and well‑stocked; monitor and request office supplies as necessary.
• Perform other duties at the discretion of management.

Education & Experience:

• High School Diploma or equivalent required.
• Minimum of one (1) year experience in a healthcare or medical office setting.
• Knowledge of medical insurance, Medicaid/Medicare, and EMR systems preferred.
• BLS Certification, able to respond to medical emergencies (preferred).
• Training in gait support, proper lifting techniques, and ADA compliance.

Knowledge, Skills & Proficiencies:

• Strong communication and customer service skills.
• Detail‑oriented with a commitment to data accuracy.
• Ability to multitask in a fast‑paced clinical environment.
• Technical proficiency in all required systems and software tools.
• Bilingual (English and Spanish) preferred.

Incentive: This position is eligible to receive a performance bonus each calendar year based upon the Company’s achievement of certain financial targets and the achievement of metrics relevant to your position.

Benefits: Medical, dental and vision benefits; 401(k) retirement savings plan; paid time off; company holidays; short‑term and long‑term disability; life insurance and others.

Physical Requirements: The associate is required to work at a personal computer as well as be on the phone for extended periods of time. Must be able to stand, sit, walk and occasionally climb. Physical demands include the ability to lift up to 50 lbs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Work Conditions: Must be able to perform essential functions such as typing, standing, sitting, stooping, and occasionally climbing.

Travel Required: Yes – 0–25 % of time; flexibility to travel to clinical sites as needed.

Tools & Equipment Used: Computer and peripherals, standard and customized software applications and tools, and usual office equipment.