Front Desk Coordinator III (32436)

Position purpose

Performs various clerical duties for office manager, or providers including: answering telephones, taking messages, scheduling appointments, copying, and creating/scanning charts. Responsible for data entry and patient account follow up, as well as monthly reports.

Responsibilities/Duties/Functions/Tasks:

• Answer and screens high volume telephone calls in a courteous manner, and record messages for providers and other personnel.
• Schedule patient appointments and procedures according to established policies and procedures.
• Check-in patients upon arrival at the office as well as check-out upon departure.
• Obtain accurate information from patients and ensure all registration forms are complete.
• Collect patient and insurance payments and reconcile charges on a daily basis.
• Verify account balances and refunds for accuracy. Provide information to patients regarding unpaid balances.
• File records in appropriate sections of patient charts in EMR.
• Prepare patient charts in advance and scan documents into charts in EMR.
• Transcribe letters and create forms as needed.
• Maintain files and records in a confidential manner.
• Maintain organization and efficiency of front office, including office supply inventory.
• Maintain patient confidentiality.
• Perform other related duties as directed or assigned.

Qualifications

Education: High school diploma or GED.

Experience: Minimum of five years of experience in a medical office, front office or scheduling experience.

Requirements for Level III Status:

• Should be a leader and viewed as a leader by other staff.
• No performance or disciplinary actions in last year.
• Serves as mentor/trainer for new hires in field.
• Considered as subject-matter expert in areas by peers, management, and physicians.

Leadership and Team Development

• Mentor, train, and develop Front Desk Coordinators.
• Assist with onboarding and training of new employees.
• Provide coaching and reinforcement of best practices.
• Serve as a role model for professional conduct and patient service.
• Foster teamwork, accountability, and collaboration.

Operational Leadership

• Support office leadership in monitoring daily operations.
• Identify workflow obstacles and partner with leadership to implement solutions.
• Assist with operational planning and workflow optimization.
• Monitor adherence to front desk standards and procedures.
• Serve as a resource for staff and providers regarding front office operations.

KPI Accountability

Serve as a team champion for key performance indicators including:

• Cash-pay and copay collections
• Insurance information capture and verification
• Registration accuracy and quality
• Patient scheduling accuracy
• Patient experience and service recovery
• Telephone service standards
• Appointment utilization and scheduling efficiency

Problem Resolution

• Serve as the first point of contact for frontline patient billing concerns.
• Assist with patient scheduling issues and workflow challenges.
• Address routine operational concerns independently.
• Escalate complex patient, provider, or operational issues when appropriate.
• Support service recovery efforts to improve patient satisfaction.

Financial and Registration Oversight

• Monitor collection practices and registration quality.
• Reinforce insurance verification standards and documentation requirements.
• Support compliance with department workflows and organizational expectations.

Performance Expectations

• Functions independently with minimal leadership oversight.
• Consistently exceeds performance expectations.
• Helps drive achievement of office goals and KPI targets.
• Demonstrates leadership through coaching, mentoring, and operational support.
• Promotes continuous improvement and operational excellence.
• Contributes positively to team culture, provider support, and patient outcomes.

Equipment Operated: Office machinery including computers, fax, dictating machine, calculator, and photocopier.

Work Environment: Work performed in office environment. Involves frequent contact with staff and patients. May require working under stressful conditions.

Mental/Physical Requirements: Manual dexterity for office machine operation including computer and calculator; stooping, bending to handle files and supplies, mobility to complete errands or deliveries, or sitting for extended periods of time. Stress can be triggered by multiple staff demands and deadlines. Occasionally lift and carry files up to 20 pounds.