JOB SUMMARY
The Patient Access / Front Office Associate is responsible for greeting patients and visitors, facilitating timely and accurate patient registration, answering phones, collecting payments, and performing general clerical duties. This role ensures a welcoming environment, excellent customer service, and accurate recordkeeping to support clinical staff and efficient patient flow.
POSITION RESPONSIBILITIES
- Greet patients and visitors in a courteous, professional manner in person and over the phone.
- Register new patients and accurately update demographic, insurance, and billing information.
- Verify insurance eligibility and benefits and collect copays, deductibles, and payments in accordance with company guidelines.
- Facilitate patient flow by notifying clinical staff of arrivals, communicating delays, and keeping patients informed.
- Answer phones using proper etiquette; route calls and take messages as needed.
- Provide general information such as directions, office hours, and policies.
- Maintain patient confidentiality and comply with HIPAA regulations.
- Perform clerical tasks including copying, scanning, faxing, and filing.
- Maintain waiting areas, front desk, and reception spaces in a clean, organized, and presentable condition.
- Assist with supply management, including ordering and stocking as needed.
- Support patients and families with a friendly and reassuring approach, promoting positive patient experiences.
- Attend staff meetings and required training sessions; maintain ongoing knowledge of role responsibilities.
- Adhere to all company policies, safety regulations, and administrative procedures.
- Perform other duties within scope as assigned.
COMPETENCIES
- Customer service focus and strong communication skills.
- Professionalism, tact, and teamwork.
- Flexibility and ability to manage multiple tasks.
- Basic technical and computer literacy (Microsoft Office, office equipment, patient management systems).
- Organization and time management
MINIMUM QUALIFICATIONS
- High school diploma or GED.
- Demonstrated customer service, communication, and interpersonal skills.
- Basic computer proficiency and the ability to learn new technology and systems.
- Ability to multitask, prioritize work, and thrive in a fast-paced healthcare environment.
TRAVEL
Travel is primarily local during the business day, although some out-of-the-area and overnight travel may be expected. Incumbent will be required to work at any facility and be responsible for own transportation.
OTHER DUTIES
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
PHYSICAL DEMANDS
Regularly required to sit, stand, walk, talk, and listen. Use of hands for typing, filing, and handling office equipment. Occasionally lift or move objects up to 25 pounds. Ability to concentrate and handle multiple requests simultaneously.
WORK ENVIRONMENT
Healthcare setting with routine contact with patients who may have contagious illnesses. Moderate noise from phones, printers, and office activity. Standard office equipment used regularly. May require working evenings, weekends, or rotating shifts depending on facility needs.
STRONGLY PREFERRED QUALIFICATIONS
One (1) year of customer service experience. Experience in a healthcare, hospital, emergency department, urgent care, physician practice, or medical office setting. Experience with patient registration, insurance verification, or electronic medical records (EMR/EHR).
AAP/EEO STATEMENT
Intuitive Health provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.