Front Office

CenterWell•Lexington, KY

5d•Onsite

About The Position

The Front Office professional works onsite and reports to the Center Administrator, serving as the Patient Access Coordinator. The role supports a safe, accurate, and welcoming patient experience from pre-arrival through checkout while maintaining data quality and revenue integrity and coordinating patient flow through the clinic. The position is the first and last point of contact for patients, helps maintain short wait times, supports provider throughput, and handles point-of-service financial responsibilities. Key activities include preparing for visits by reviewing schedules 24–48 hours in advance, facilitating digital-first patient intake, managing waiting-room and EMR queues, communicating delays, collecting payments, reconciling the daily cash drawer, scheduling follow-up appointments, and conducting outreach for no-shows or preventive care appointments.

Requirements

Computer literacy.
Knowledge of patient eligibility and benefits.
Ability to use scheduling systems to improve staffing levels.
Ability to handle patient concerns while maintaining partnership.
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 and manage multiple tasks simultaneously while maintaining accuracy.
Reliability, punctuality, integrity with Protected Health Information and cash, 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 support patient registration.
Familiarity with types of clinic visits.

Responsibilities

Review schedules 24–48 hours in advance to identify missing documentation, expired authorizations, or insurance gaps.
Verify patient identity and insurance coverage accurately.
Facilitate check-in using digital tools and ensure demographics, consents, and patient-ready signals are completed accurately.
Monitor the waiting room and EMR task queues and communicate delays transparently to patients and clinical staff.
Manage patient flow and signal patient readiness to the clinical team.
Discuss patients’ financial responsibility, collect co-pays and outstanding balances, process payments, and reconcile the daily drawer.
Conduct checkout, schedule follow-up appointments, and manage outbound outreach for no-shows or preventive care appointments.
Handle incoming calls accurately and professionally.
Maintain accurate and complete records and follow defined workflows.
Address patient concerns with empathy and maintain effective partnerships across teams.