Front Desk Coordinator at Integra Neuro Pain Institute – Haines City, Florida

Job Title: Front Desk Coordinator

Location: Haines City, FL (In-Person)
Employment: Permanent, Full-Time, Hourly

Integra Neuro Pain Institute is a patient-focused neurology and pain management clinic serving the Haines City and Central Florida communities. The practice provides compassionate, personalized care for a wide range of neurological and pain-related conditions, emphasizing responsible diagnoses and strong patient relationships.

We are seeking a Front Desk Coordinator to serve as the first point of contact for patients and visitors, ensuring a warm, welcoming experience and efficient front-office operations. This key role supports clinic workflow, patient communication, scheduling, and administrative tasks in a busy medical environment.

In the high-stakes environment of pain management, this role is critical for triaging urgent pain crises, managing complex medication refill requests for controlled substances, and ensuring all interventional procedures have active insurance authorizations.

Practice Operator & Triage:

• Answer all incoming calls, prioritizing clinical emergencies and post-procedure concerns.
• Maintain a calm, professional demeanor when assisting patients who may be in significant physical or emotional distress.

Specialized Pain Management Scheduling:

• Schedule and reschedule appointments for various visit types, including New Patient Consultations, Follow-ups, and Interventional Procedures (e.g., epidurals, facet blocks, or spinal cord stimulator trials), based on provider’s availability and departmental guidelines.
• Confirmations: Perform manual appointment confirmations and reconcile automated call reminder systems to minimize no-show rates.
• Cancel and document less than 24-hour cancellation of appointments according to the practice's pain contract policy.

Authorization & Referral Management:

• Verify that active Prior Authorizations are on file for all procedure-based and follow-up appointments (if required by insurance), before scheduling a patient.
• Search and confirm valid referrals are on file from Primary Care Physicians (PCPs) as required by insurance for specialist visits, before scheduling a patient.

Medication & Refill Coordination:

• Input medication refill requests, based on the office policy, into the Electronic Health Record (EHR), specifically noting exact dosages and quantities for provider review.

• Opportunity to work in a patient-centered neurology and pain care practice
• Supportive team environment
• Meaningful impact on patients managing chronic and complex neurological conditions
• Competitive, full-time position in Haines City, FL

Qualifications:

• Education: High school diploma; completion of an accredited Medical Assistant program required.

• Certification: National MA certification (CMA or RMA) highly preferred; BLS certification required.

• Experience: At least 1–2 years in a medical office, with specific experience in Pain Management, Orthopedics, or Neurology preferred.

Essential Skills:

• Regulatory Knowledge: Familiarity with HIPAA, state-specific prescription laws, and basic knowledge of common pain medications (e.g., NSAIDs, Gabapentinoids, and Opioids).

• Conflict Resolution: Ability to professionally handle "difficult" calls regarding denied early refills or authorization delays, with the ability to remain calm, empathetic, and professional.

• Technical Proficiency: Skilled in EHR systems (e.g., Epic, eClinicalWorks) and multi-line phone systems.

• Administrative Accuracy: Document all phone encounters that require physician or management intervention, failed appointment notices, and no-show or last-minute cancellation fees that are due, with high detail in the patient’s permanent record.

• Meticulous Detail: Accuracy in scheduling and recording clinical data is critical for patient safety and billing.

• Multitasking: Proven ability to manage a high volume of calls while navigating multiple software windows.