Full Time - Front Office Coordinator

Job Type: Full Time

Position Summary

The Front Office Coordinator serves as a primary point of contact for patients, visitors, and physician offices and is responsible for providing a welcoming, efficient, and professional front-office experience. Responsibilities include patient check-in and registration, verification of demographic and insurance information, answering and routing telephone calls, supporting patient flow, assisting with scheduling-related needs, and coordinating with clinical and administrative teams while maintaining patient privacy, safety, and information security.

Essential Duties Responsibilities

• Demonstrates behaviors that reflect Tower’s core values of quality, safety, teamwork, accountability, integrity, and respect.
• Responsible for opening the front office and ensuring the reception and patient areas are prepared and required supplies are available.
• Greets and checks in patients in a courteous and professional manner and provides assistance throughout the registration process.
• Verifies and updates patient demographics, insurance information, contact information, and other required registration information in the electronic medical record (EMR).
• Reviews patient registration information and required documentation for completeness and accuracy and communicates missing or incomplete information to the appropriate department.
• Obtains and processes required patient forms, acknowledgments, consents, and other documentation in accordance with established procedures.
• Collects and processes patient payments, copays, or other amounts due when applicable and in accordance with established procedures.
• Answers incoming telephone calls and assists patients, physician offices, and other callers by providing information, researching questions, routing calls, or escalating concerns to the appropriate department.
• Assists with scheduling-related needs and appointment inquiries within the scope of the position and established workflows.
• Coordinates with technologists, clinical staff, Scheduling, Pre-Registration, Authorization, Medical Records, and other departments to support timely and accurate patient care.
• Monitors patient flow and communicates delays, scheduling concerns, patient needs, or other issues to the appropriate team members.
• Provides patients with appropriate directions, general appointment information, and assistance navigating the facility.
• Maintains confidentiality and safeguards protected health information (PHI), electronic records, documents, and other sensitive information in accordance with HIPAA and Company policies.
• Provides administrative support and coordinates with coworkers to ensure timely, accurate, and efficient service.
• Provides exceptional customer service and maintains a professional, courteous, and patient-focused environment.

Core Job Duties

• Meets all requirements for the confidential management of Company and patient information, including HIPAA requirements, appropriate access to protected health information, secure handling of electronic and printed information, password and workstation security, and proper document storage and disposal.
• Verifies patient identity and follows established procedures before accessing, discussing, or releasing protected patient information.
• Communicates effectively, professionally, and courteously with patients, visitors, physician offices, coworkers, clinical staff, and other internal and external contacts.
• Uses sound judgment to ensure written and verbal communications are clear, accurate, grammatically correct, and professional.
• Maintains current knowledge of Company policies, procedures, workflows, and applicable front-office requirements.
• Meets all applicable safety requirements for the position and work environment, including prompt reporting of injuries, incidents, safety concerns, or unusual events.
• Uses critical thinking and problem-solving skills to review documents, forms, patient information, schedules, and other information and identifies missing, inconsistent, or questionable items requiring follow-up.
• Prioritizes multiple responsibilities in a fast-paced outpatient imaging environment while maintaining accuracy, professionalism, and attention to patient needs.
• Meets time and attendance requirements and organizes workload to meet daily operational objectives.
• Respects patient dignity, privacy, cultural differences, and individual needs and maintains professionalism during sensitive or challenging interactions.
• Escalates patient concerns, complaints, safety concerns, or operational issues to the appropriate team member or leadership when necessary.

Other Duties

• Attends meetings and/or training seminar as requested.
• Ability and willingness to work overtime as needed based on operational and staffing needs, in accordance with applicable laws and company policy.
• Other duties as assigned.