Front Office

CenterWell•Portsmouth, VA

2d•Onsite

About The Position

The Front Office professional is an onsite Patient Access Coordinator on the Front Office Healthcare Support team. Reporting to the Center Administrator, this role helps deliver a safe, accurate, and welcoming patient experience from pre-arrival through checkout. The coordinator supports data quality and revenue integrity while managing the movement of patients through the clinic. The role verifies patient identity and insurance coverage, prepares for visits, supports digital check-in, and communicates patient readiness to clinical staff. It also manages waiting-room flow and EMR task queues, addresses patient questions and delays, collects point-of-service payments, completes checkout and follow-up scheduling, and conducts outreach for no-shows or preventive-care appointments. The position requires empathy, accuracy, professionalism, and consistent adherence to defined workflows.

Requirements

Computer literacy.
Knowledge of patient eligibility and benefits.
Ability to use scheduling systems to optimize staffing levels.
Ability to handle patient concerns while maintaining rapport.
Ability to follow defined workflows consistently.
Ability to manage patient needs across scheduling and follow-up.
Ability to manage time and tasks efficiently.
Ability to handle incoming calls accurately and professionally.
Ability to maintain accurate and complete records.
Ability to work effectively across teams.
Ability to maintain accuracy and completeness across tasks while managing multiple tasks simultaneously.
Reliability, punctuality, integrity when handling Protected Health Information and cash, and a professional presence.
Adaptability, a growth mindset, and receptivity to coaching.

Nice To Haves

Knowledge of appropriate communication channels and escalation rules.
Ability to use and verify digital intake data.
Knowledge of how to protect patient identity.
Familiarity with clinical operations.
Ability to assist with patient registration.
Familiarity with types of clinic visits.

Responsibilities

Review schedules 24–48 hours in advance to identify missing documentation, expired authorizations, and insurance gaps.
Facilitate digital patient check-in and accurately complete demographics, consents, and patient-ready signals.
Verify patient identity and insurance coverage.
Monitor the waiting room and EMR task queues, and communicate delays to patients and clinical staff.
Manage patient flow and signal readiness to the clinical team to support short wait times and provider throughput.
Discuss patients’ financial responsibility and collect co-pays and outstanding balances at the point of service.
Process payments with integrity and reconcile the daily cash drawer.
Complete checkout, schedule follow-up appointments, and conduct outbound outreach for no-shows or preventive-care appointments.
Handle incoming calls and patient concerns professionally while maintaining rapport.
Maintain accurate and complete patient records and coordinate effectively across teams.