Front Desk Associate (Full-time) Annapolis, MD

PM Pediatrics•Annapolis, MD

About The Position

The Front Desk Associate engages with families to provide a welcoming, first-class experience and carries out front desk functions and administrative tasks for the medical team. The role requires an organized, responsible, and dynamic individual who can multitask and support the company’s mission, vision, values, and culture. The associate greets families in person and by phone, responds to questions or seeks guidance when needed, supports patient care quality initiatives, and coordinates urgent issues and escalations. The role also involves helping families navigate PM Pediatric Care’s systems, managing patient flow and self-registration, and staying current on workflows and technology. The associate registers patients and maintains accurate patient accounts, including demographic, insurance, and financial information, while complying with HIPAA requirements. Other duties include managing patient documents and correspondence, maintaining confidentiality, and completing opening and closing tasks such as organizing, stocking, sanitizing, and reconciling.

Requirements

High school diploma or GED.
Ability to work independently and as part of a team in a fast-paced environment.
Intermediate skills with Microsoft Office Suite.
Ability to work flexible schedules based on office needs.
Ability to travel to another site within reason when needed.
Excellent customer service and telephone skills.
Strong verbal and written communication skills.
Professional and friendly demeanor.
Quality-focused and detail-oriented.
Ability to calculate simple figures, such as totaling receipts, counting cash drawers, or making change.
Strong time-management, organizational, and critical-thinking skills.
Situational awareness and ability to react successfully to urgent situations.
Ability to relate to children and understand how they interact with their families.
Comfort with routinely shifting demands.
Ability to navigate multiple computer systems.

Nice To Haves

Prior experience in a healthcare environment and knowledge of medical insurance.
Prior Front Desk, concierge, customer service, or other hospitality experience.

Responsibilities

Greet families professionally in person and on the phone.
Answer patient and family questions or seek clarification and instruction when needed.
Use empathy and active listening in difficult interpersonal situations.
Support patient care quality initiatives as directed.
Coordinate escalations and urgent issues to ensure timely and complete resolutions.
Collaborate and communicate with site leadership to manage complex patient issues.
Help patients, families, and team members navigate PM Pediatric Care systems before, during, and after visits.
Monitor and manage patient flow through the waiting and registration process, including assisting families with self-registration.
Stay current on workflows, responsibilities, and technology through distributed education.
Register patients and maintain accurate, complete patient accounts by obtaining, recording, and updating demographic, insurance, and financial information while maintaining HIPAA compliance.
Manage incoming patient documents, mail, and correspondence using proper documentation and storage.
Maintain confidentiality and privacy of patient accounts and follow HIPAA guidelines.
Perform opening and closing duties, including organizing, stocking, sanitizing, and reconciling.
Perform other duties as assigned.