Front Desk Associate

Central Florida Eye Specialists•Lake Mary, FL

About The Position

The Front Desk Associate is the first point of contact for patients and visitors at Central Florida Eye Specialists. The role creates a welcoming environment while supporting patient check-in and check-out, managing calls and emails, scheduling appointments, providing information, resolving concerns, and completing administrative tasks that help ensure smooth operations and excellent customer service. The associate also handles patient documentation, insurance verification, payments, records requests, data entry, and protected health information in accordance with applicable privacy guidelines. The role works with patients, visitors, clinical staff, vendors, and administrative team members, and may assist with onboarding and training new personnel as assigned.

Requirements

High school diploma or equivalent related experience.
Strong reliability, attendance, and punctuality.
Sound judgment in responding to inquiries and understanding when to route inquiries to the next level.
Strong interpersonal and communication skills.
Attention to detail for accurate data entry and insurance verification, along with strong organizational skills.
Basic understanding of healthcare insurance payors and programs.
Ability to multitask in a fast-paced environment.
Familiarity with healthcare regulations, including HIPAA and privacy laws.
Basic math and cash-handling skills.
Excellent customer service skills.

Nice To Haves

Nextech/ICP experience is strongly preferred.
A minimum of one year of medical office experience is strongly preferred.
Understanding of medical terminology.

Responsibilities

Greet patients warmly and verify appointment details.
Collect necessary documentation, including identification, insurance cards, and referral forms.
Book, confirm, and reschedule appointments.
Verify insurance eligibility and benefit coverage for office visits, procedures, and tests.
Collect co-payments and outstanding balances; calculate and communicate patient financial responsibility and document it in the practice management system.
Explain billing procedures.
Enter data accurately in the practice management system and verify existing information.
Complete chart preparation before clinic as needed, including printing routers and face sheets.
Complete medical records requests received directly from patients.
Complete assigned appointment-rescheduling queue tasks in a timely manner.
Monitor and complete appointment recall and reminder tasks according to practice SOP.
Answer phones and respond to inquiries.
Relay messages between patients and clinical staff.
Maintain protected health information in accordance with HIPAA/PHI guidelines and maintain patient confidentiality.
Handle paperwork such as consent forms and HIPAA compliance documents.
Interact with internal and external customers in a caring and respectful manner.
Accept deliveries of packages, mail, and other supplies from outside vendors.
Maintain a clean, organized, and welcoming reception area.
Provide clear information about services, wait times, and policies.
Address patient concerns professionally and respectfully.
Photocopy and fax records and forms according to established policies and procedures.
Participate in orientation or instruction of new administrative personnel as requested by management.
Contribute to team efforts by completing additional tasks and projects as directed.
Attend daily huddles and regularly scheduled team meetings.
Participate in onboarding and training new front desk associates and other administrative team members as assigned.