Position Summary

The Front Office Coordinator serves as a primary point of contact for patients, visitors, and physician offices and is responsible for providing a welcoming, efficient, and professional front-office experience. Responsibilities include patient check-in and registration, verification of demographic and insurance information, answering and routing telephone calls, supporting patient flow, assisting with scheduling-related needs, and coordinating with clinical and administrative teams while maintaining patient privacy, safety, and information security.

Essential Duties Responsibilities

• Demonstrates behaviors that reflect Tower’s core values of quality, safety, teamwork, accountability, integrity, and respect.
• Responsible for opening the front office and ensuring the reception and patient areas are prepared and required supplies are available.
• Greets and checks in patients in a courteous and professional manner and provides assistance throughout the registration process.
• Verifies and updates patient demographics, insurance information, contact information, and other required registration information in the electronic medical record (EMR).
• Reviews patient registration information and required documentation for completeness and accuracy and communicates missing or incomplete information to the appropriate department.
• Obtains and processes required patient forms, acknowledgments, consents, and other documentation in accordance with established procedures.
• Collects and processes patient payments, copays, or other amounts due when applicable and in accordance with established procedures.
• Answers incoming telephone calls and assists patients, physician offices, and other callers by providing information, researching questions, routing calls, or escalating concerns to the appropriate department.
• Assists with scheduling-related needs and appointment inquiries within the scope of the position and established workflows.
• Coordinates with technologists, clinical staff, Scheduling, Pre-Registration, Authorization, Medical Records, and other departments to support timely and accurate patient care.
• Monitors patient flow and communicates delays, scheduling concerns, patient needs, or other issues to the appropriate team members.
• Provides patients with appropriate directions, general appointment information, and assistance navigating the facility.
• Maintains confidentiality and safeguards protected health information (PHI), electronic records, documents, and other sensitive information in accordance with HIPAA and Company policies.
• Provides administrative support and coordinates with coworkers to ensure timely, accurate, and efficient service.
• Provides exceptional customer service and maintains a professional, courteous, and patient-focused environment.

Core Job Duties

• Meets all requirements for the confidential management of Company and patient information, including HIPAA requirements, appropriate access to protected health information, secure handling of electronic and printed information, password and workstation security, and proper document storage and disposal.
• Verifies patient identity and follows established procedures before accessing, discussing, or releasing protected patient information.
• Communicates effectively, professionally, and courteously with patients, visitors, physician offices, coworkers, clinical staff, and other internal and external contacts.
• Uses sound judgment to ensure written and verbal communications are clear, accurate, grammatically correct, and professional.
• Maintains current knowledge of Company policies, procedures, workflows, and applicable front-office requirements.
• Meets all applicable safety requirements for the position and work environment, including prompt reporting of injuries, incidents, safety concerns, or unusual events.
• Uses critical thinking and problem-solving skills to review documents, forms, patient information, schedules, and other information and identifies missing, inconsistent, or questionable items requiring follow-up.
• Prioritizes multiple responsibilities in a fast-paced outpatient imaging environment while maintaining accuracy, professionalism, and attention to patient needs.
• Meets time and attendance requirements and organizes workload to meet daily operational objectives.
• Respects patient dignity, privacy, cultural differences, and individual needs and maintains professionalism during sensitive or challenging interactions.
• Escalates patient concerns, complaints, safety concerns, or operational issues to the appropriate team member or leadership when necessary.

Other Duties

• Attends meetings and/or training seminar as requested.
• Ability and willingness to work overtime as needed based on operational and staffing needs, in accordance with applicable laws and company policy.
• Other duties as assigned.

Education and Experience

• Education: High school diploma or GED required.
• Work Experience: One to three years of related medical office, healthcare, customer service, patient registration, or administrative experience preferred, or an equivalent combination of education and experience.
• Experience with patient registration, insurance verification, scheduling, or outpatient healthcare operations preferred.
• Experience with EPIC or another electronic medical record (EMR), radiology information system (RIS), or similar healthcare information system preferred.
• Previous experience in radiology, diagnostic imaging, or another outpatient healthcare setting is preferred but not required.

Knowledge and Skills

• Working knowledge of medical terminology preferred.
• Strong customer service skills with the ability to interact professionally and compassionately with patients, families, physician offices, and coworkers.
• Strong written and verbal communication skills.
• Strong organizational and time-management skills with the ability to manage multiple priorities.
• Strong attention to detail and accuracy when handling patient information, registration, documentation, and financial information.
• Ability to maintain confidentiality and appropriately handle protected health information.
• Ability to use sound judgment, critical thinking, and problem-solving skills.
• Ability to work effectively both independently and as part of a multidisciplinary team.
• Proficiency in general administrative and medical office functions.
• Computer proficiency, including Microsoft Office, electronic medical record systems, specialized healthcare software, internet browsers, data entry, and keyboarding.
• Ability to learn and effectively use new healthcare technology, software, and workflows.
• Ability to operate standard office equipment, including computers, telephones, scanners, copiers, and printers.

Physical Requirements

• Frequent sitting, standing, and walking throughout the workday.
• Occasional bending, stooping, kneeling, crouching, reaching, and other physical movements necessary to perform assigned duties.
• Hand and finger mobility sufficient for frequent computer use, keyboarding, telephone use, document handling, and operation of standard office equipment.
• Occasional lifting and carrying of materials weighing up to 25 pounds.
• Hearing and speaking ability sufficient for effective face-to-face, telephone, and electronic communication.
• Vision, with or without correction, sufficient to perform computer work, review patient information and documentation, and safely navigate the work environment.
• Ability to work in an outpatient medical imaging environment and comply with all applicable safety requirements.
• May have incidental exposure to clinical areas, cleaning products, infectious agents, and medical equipment consistent with an outpatient healthcare environment.
• Noise level is generally consistent with a busy medical office and outpatient clinical environment.

Additional Information

• Must be able to work assigned shifts and maintain reliable and punctual attendance.
• Must be willing to work additional hours or overtime when requested, authorized, and operationally necessary.
• Must be willing to attend off-site meetings, trainings, or events when requested.
• Schedule may vary based on operational and patient-care needs.

Benefits

• Pay: $21-$23/hr
• Professional, collaborative outpatient work environment
• Opportunity to work with advanced diagnostic imaging technology and an experienced clinical team