Front Office Associate

Position Summary

The Front Office Associate is the first point of contact for patients and plays a critical role in delivering a seamless, professional, and patient-centered experience.

This role is responsible for managing patient flow in real time, coordinating scheduling, ensuring data accuracy, and supporting efficient daily operations. Success in this role requires strong attention to detail, the ability to multitask in a fast-paced environment, and a proactive, team-oriented mindset.

Core Responsibilities

Patient Experience & Front Desk Operations

• Greet and check in patients in a friendly, professional, and attentive manner
• Maintain a welcoming, organized, and professional front desk and reception area
• Verify and update patient demographic and insurance information (minimum quarterly)
• Ensure patients are informed, comfortable, and supported throughout their visit
• Serve as a liaison between patients and clinical staff
• Actively manage patient flow in real time, coordinating with clinical teams to minimize wait times and maintain an efficient schedule

Scheduling, Communication & Coordination

• Answer and manage multi-line phones with professionalism and urgency
• Schedule, reschedule, and cancel appointments efficiently
• Verify insurance eligibility and benefits prior to patient visits
• Manage physician schedules in alignment with templates and practice needs
• Identify and resolve scheduling conflicts to optimize provider schedules and patient access
• Take accurate messages and ensure timely follow-up
• Coordinate follow-up appointments and patient recalls
• Communicate proactively with physicians, MAs, and radiology to align patient readiness and workflow

Check-Out, Billing & Documentation

• Review superbills and authorizations to ensure accurate charge posting
• Collect co-pays and outstanding balances prior to service when applicable
• Escalate billing concerns or discrepancies appropriately
• Post charges and reconcile payments at end of day
• Post charges and reconcile payments at end of day
• Scan, upload, and maintain patients' insurance cards into the patients’ chart.

Chart & Workflow Management

• Prepare charts in advance (minimum 2 days ahead or as directed)
• Ensure charts align with daily schedules and physician needs
• Maintain organized access to medical records and documentation
• Coordinate chart requests and ensure availability for appointments

Operational Support & Team Contribution

• Support disability forms completion with accuracy and timeliness
• Monitor and report supply inventory needs
• Support office workflow during high-volume periods
• Travel to satellite locations as needed
• Proactively identify and address workflow gaps during downtime to support overall operations
• Assist with administrative and operational needs as appropriate

Patient Interaction & Problem Solving

• Manage patient inquiries, concerns, and complaints with professionalism
• De-escalate difficult situations by acknowledging concerns, setting expectations, and guiding toward resolution
• Resolve routine issues independently and escalate when appropriate

Standards of Performance

• Demonstrates behaviors aligned with GSOA mission, values, and Code of Conduct
• Maintains strict confidentiality (HIPAA compliance)
• Maintains professionalism in attendance, punctuality, and appearance
• Takes ownership of front desk operations to ensure accuracy and efficiency

Key Competencies

Patient & Service Orientation

• Courteous, positive, and patient-centered approach
• Ability to manage high-volume interactions with professionalism

Communication

• Clear, respectful verbal and written communication
• Strong listening and coordination skills

Attention to Detail & Accuracy

• High level of accuracy in data entry, documentation, and coding
• Maintains accuracy in a fast-paced environment

Organization & Time Management

• Ability to manage multiple priorities simultaneously (phones, check-in, scheduling)
• Maintains efficiency under pressure

Problem Solving & Judgment

• Identifies and resolves issues proactively
• Makes sound decisions in real time

Teamwork & Collaboration

• Works effectively across front office, clinical, and billing teams
• Willingness to support team members and shared goals

Dependability & Accountability

• Reliable, punctual, and responsive
• Follows through on responsibilities and feedback

Minimum Qualifications

• High School Diploma or GED required
• Prior medical office or front desk experience preferred
• Experience with EMR/EHR systems and practice management systems preferred
• Working knowledge of medical terminology and insurance processes preferred
• Familiarity with ICD-10 and CPT coding is a plus