Front Office Coordinator

Description

The Front Office Coordinator will open and close the practice, ensure the front office space is welcoming to clients, filter communications throughout the entire practice and/or escalate throughout the organization, and ensure that the needs of our clients and clinicians are met on a day to day basis. To be successful in this role, you should have excellent communication and organizational skills and the ability to prioritize tasks and meet deadlines.

Supervisory Responsibilities:

• None

Requirements

• Answer and triage phone calls, maintaining outstanding customer service
• Check clients in and out for their appointments
• Distribute incoming mail to the appropriate person or department
• Process client record requests and scan and file documentation to the EHR as needed.
• Utilize company procedure for filing and storing records as required by HIPAA and state regulations.
• Address employees’ and clients’ questions and needs (via email, phone, or in-person), escalating to the appropriate point of contact as needed.
• Report needed supplies to the Operations Manager
• Perform ongoing scheduling for established clients to maintain clinician schedules, ensuring that KPIs are met for this function.
• Take accountability for new intakes relevant to the clinical service lines assigned within the respective office location or floor.
• Receive incoming referral or new patient inquiry information and initiate intake processes within 48 hours of receipt
• Submit insurance information to billing to ensure benefits coverage in checked and documented appropriately and in advance of all appointments
• Obtain any relevant forms, records, and client history from clients in advance of appointments
• Receive benefit information back from billing team and review the provider-payor grid to determine an appropriate provider fit for the client from a billing perspective, from there, determine the appropriate fit from a clinician preferences perspective.
• Verify provider availability for scheduling and consider any client-specific information when determining schedule options (i.e. age, presenting issues, etc.)
• Schedule client for intake appointment based on provider availability and patient preferences.
• Confirm appointments with clients 24-48 hours in advance of appointment date (via functionality in EHR)
• Ensure Billing Team is notified of client appointments so they can reach out to conduct financial counseling at least 72 hours prior to their scheduled appointment.
• As applicable, manage client waitlists to ensure that any canceled or open appointment times are scheduled accordingly; strive to backfill any appointments that are canceled and/or no-shows
• Communicate regularly with colleagues, front desk, providers, clients, etc to ensure an efficient and smooth intake and scheduling process
• Maintain and utilize an up-to-date provider availability schedule
• Maintain an up-to-date list of area providers that can be used for referring clients out as applicable
• Ensure that the assigned provider is in-network with the client's insurance unless another arrangement is made (and documented in EHR) with the client or client’s parent and/or guardian.
• Ensure the office is well-maintained, organized, and secure.
• As needed, attend required meetings of the office and record meeting minutes.
• Assist in planning and advise Operations Manager of office’s requests for various office events, including but not limited to, office parties, marketing events, and clinical training events.
• Ensure security, integrity and confidentiality of private health information.
• Handle client inquiries and complaints, escalating to the appropriate channel for timely resolution.
• Other duties as assigned by Supervisor.

Required Skills/Abilities:

? Ability to report to work on a consistent and punctual basis

? Familiarity with office equipment such as computers, printers, phones

? Time-management skills and the ability to prioritize tasks

Strong verbal and written communication skills

? Ability to welcome all guests in a positive, patient, and helpful manner

? Experience in an administrative-type and/or customer service position

? Professional appearance and courteous manner

? Willingness to learn and be proficient with systems and procedures. Must

develop expertise in Microsoft 365, Office, Teams, and InSync to be successful.

? Ability to be resourceful and proactive when issues arise

Education and Experience:

? High-school diploma or equivalent

? Experience working in an office environment

Physical Requirements:

? Prolonge