Front Office Representative

Phoenix Heart PLLC•Glendale, AZ

13m•Onsite

About The Position

Position Summary The Front Office Representative is responsible for the full scope of front office operations, including patient check-in, check-out, scheduling, phone management, and cross-coverage across clinic locations. This role ensures a seamless patient experience from initial contact through visit completion while maintaining accuracy, efficiency, and compliance. This position serves as the first point of contact for patients and plays a critical role in patient flow, revenue cycle support, and overall clinic operations. The role requires strong communication, multitasking, and problem-solving skills in a fast-paced healthcare environment.

Requirements

High School Diploma or GED required
Minimum of 1 year of front office, scheduling, call center, or customer service experience, preferably in healthcare
Strong communication and customer service skills
Strong attention to detail and organizational skills
Ability to multitask and prioritize in a fast-paced environment
Ability to handle confidential information with discretion
Proficiency in electronic medical record systems and standard computer applications

Nice To Haves

Knowledge of medical terminology preferred

Responsibilities

Manage high-volume inbound and outbound calls in a timely and professional manner
Schedule, reschedule, and cancel patient appointments including consultations, follow-ups, testing, and procedures
Route calls appropriately based on patient needs, urgency, and department workflows
Provide clear and accurate information regarding appointments, preparation instructions, and clinic policies
Work recall lists, task buckets, and provider requests to ensure appropriate patient follow-up
Verify and update patient demographics, insurance, and referring provider information during scheduling
Address patient inquiries, concerns, and requests or escalate as appropriate
Greet patients promptly and professionally upon arrival
Complete patient check-in by verifying identification, insurance, and required documentation
Collect copays, deductibles, and outstanding balances in accordance with company policy
Ensure all required forms, consents, and documentation are completed prior to services
Maintain accurate and complete patient records within the electronic medical record system
Communicate patient arrival and status updates to clinical staff to support efficient patient flow
Complete check-out process including scheduling follow-up appointments per provider instructions
Provide visit summaries, referrals, and any required patient instructions
Process payments and ensure accurate posting to patient accounts
Confirm future appointments and provide clear next steps to patients
Monitor and manage registration, scheduling, and front office work queues
Maintain organized and accurate patient documentation, including scanning and indexing
Coordinate with clinical staff, providers, and other departments to support daily operations
Ensure compliance with HIPAA and all confidentiality standards
Identify and resolve workflow or patient experience issues proactively
Support revenue cycle processes through accurate data entry and collection practices
Provide coverage for all front office functions including check-in, check-out, phones, and scheduling as needed
Float to other clinic locations to support front office operations based on business and staffing needs
Adapt quickly to different clinic workflows, providers, and patient volumes
Collaborate with team members to maintain consistent service standards across all locations
Perform additional duties as assigned based on operational needs
Participate in training and process improvement initiatives
Maintain professionalism and represent the organization positively at all times