Receptionist

CenterWell•Phoenix, AZ

2d•Onsite

About The Position

The Receptionist serves as a Patient Access Coordinator on the Front Office Healthcare Support team, delivering a safe, accurate, and welcoming patient experience from pre-arrival through checkout. This onsite role reports to the Center Administrator and performs core front office responsibilities within defined workflows, escalating issues appropriately. The position supports accurate patient and insurance data, efficient patient flow, positive patient experiences, and the clinic’s revenue integrity. The Receptionist prepares for visits by reviewing schedules 24–48 hours in advance, identifying documentation, authorization, or insurance gaps, and resolving or escalating routine issues. The role facilitates digital check-in, verifies patient information and insurance, completes intake requirements, manages waiting-room and EMR queues, coordinates with patients and clinical staff about delays, and balances arrivals, calls, and administrative work. Responsibilities also include discussing and collecting patient payments, reconciling the daily cash drawer, checking patients out, scheduling follow-ups, and conducting outreach for missed or preventive care appointments.

Requirements

Knowledge of computer literacy, patient eligibility and benefits, scheduling systems for staffing optimization, EMR systems, and patient data management.
Ability to handle patient concerns while maintaining partnerships.
Ability to consistently follow defined workflows.
Ability to manage patient needs across scheduling, hand-offs, 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.
Demonstrate reliability, punctuality, and integrity when handling PHI and cash.
Demonstrate professionalism, adaptability, a growth mindset, and receptiveness to coaching.

Nice To Haves

Knowledge of communication channels and escalation guidelines.
Knowledge of digital intake and data verification processes.
Knowledge of patient identity protection.
Knowledge of clinical operations and types of clinic visits.
Knowledge of patient registration processes.
Ability to independently solve routine front office issues.
Ability to manage complex workloads and multiple responsibilities.
Medical receptionist certificate from a specialty school.
Customer service experience.

Responsibilities

Review schedules 24–48 hours before visits to identify missing documentation, expired authorizations, and insurance gaps; resolve routine gaps or escalate them.
Facilitate digital patient check-in and accurately complete demographic information, consents, and Patient Ready signals.
Verify patient identity and insurance coverage to help prevent billing errors and denials.
Coordinate patient arrivals and signal patient readiness to the clinical team.
Monitor the waiting room and EMR task queues, and communicate delays to patients and clinical staff.
Balance patient arrivals, incoming calls, and assigned administrative tasks while maintaining accuracy.
Discuss patients’ financial responsibility, process point-of-service payments, and reconcile the daily drawer.
Complete patient checkout and schedule follow-up appointments.
Conduct outreach for missed appointments and preventive care appointments.
Handle patient concerns, maintain accurate records, follow established workflows, and escalate issues appropriately.