Administrative Front Desk Associate

Position Title | Administrative Front Desk Associate

Location | Baltimore, Maryland

Department | Front Office / Patient Services

Reports To | Program Director / Office Manager

FLSA Classification | Non-Exempt (hourly)

Employment Status | Full-Time, 40 hours per week

Wage Range | $15.00/hr during 90-day introductory period; $16.00 - $18.00/hr post-introductory period

Schedule | Monday - Friday, 8:00 AM - 5:00 PM (one-hour unpaid lunch); occasional Saturday rotation as needed

Introductory Period | 90 days from start date; conversion to permanent status is discretionary and not guaranteed

Posting Date | May 2026

The Administrative Front Desk Associate is the first point of contact for K&I Healthcare Services patients, families, referral sources, and visitors at the Baltimore location. This position is responsible for patient registration, appointment scheduling, insurance verification, copay collection, telephone management, and supporting the clinical team in delivering compassionate, organized, HIPAA-compliant care.

This is a HIPAA-sensitive role with direct patient interaction and limited access to scheduling and demographic information in the K&I electronic health record system. The Associate operates under strict minimum-necessary access principles and does NOT access clinical documentation.

• Greet patients, families, and visitors warmly and professionally upon arrival.
• Complete patient registration in the K&I electronic health record (ICANotes), including demographics, insurance information, emergency contacts, and required consents.
• Schedule, reschedule, and confirm patient appointments per provider templates and K&I scheduling protocols.
• Verify and update patient demographics and insurance information at every visit.
• Coordinate with clinical staff to manage same-day add-ons, urgent slots, and scheduling changes.
• Send and document appointment reminders via approved K&I channels (phone, secure text, EHR portal).
• Manage the patient waiting room, ensuring HIPAA-compliant sign-in, a comfortable wait experience, and timely communication of delays.

• Verify insurance eligibility and benefits prior to or at the time of patient visits using payer portals (Carelon, Maryland Medicaid MCOs, commercial payers).
• Obtain prior authorizations as needed in coordination with the billing team.
• Collect copays, coinsurance, and self-pay amounts at the time of service; provide receipts.
• Reconcile daily cash drawer and document deposits per K&I cash handling SOP.
• Explain insurance benefits and self-pay options to patients at a basic level; elevate complex questions to the billing team.
• Maintain accurate financial documentation in the EHR and K&I billing systems.

• Answer incoming phone calls professionally and route to appropriate staff or take detailed messages.
• Manage the K&I Baltimore main phone line, including voicemail review and timely callback documentation.
• Conduct outbound calls for appointment reminders, no-show follow-up, and routine patient communications.
• Coordinate with referral sources (primary care providers, hospitals, community organizations) on intake referrals.
• Handle phone-based crisis triage per K&I protocol: identify, elevate to clinical staff immediately, and stay with the caller until handoff is complete.

• Maintain strict HIPAA compliance in all patient interactions, including waiting room protocols, phone conversations, and chart access.
• Apply minimum-necessary standards to all PHI access; access patient information only as required for assigned duties.
• Identify and immediately report any privacy concerns or incidents to the K&I Compliance Officer.
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