Front Office Representative

Front Office Representative

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.

Duties and Responsibilities

Patient Scheduling and Phone Management

• 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

Front Desk Check-In Operations

• 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

Patient Check-Out Operations

• 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

Clinic Operations and Administrative Support

• 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

Cross-Coverage and Team Support

• 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

Other Responsibilities

• 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

Requirements

Qualifications

• 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

• Knowledge of medical terminology preferred

• Strong…