Front Office

About the Role

The Front Office Healthcare Support team delivers a safe, accurate, and welcoming patient experience from pre-arrival through checkout. The Front Office professional serves as the Patient Access Coordinator, ensuring data quality and revenue integrity while orchestrating the seamless movement of patients through the clinic.

Key Responsibilities

• Data Integrity: Verify patient identity and insurance coverage with 100% accuracy.
• Orchestrator of Flow: Manage the "front door," signaling patient readiness to the clinical team and maintaining short wait times.
• Customer Experience Champion: Act as the first and last point of contact, driving patient satisfaction and retention.
• Financial Steward: Identify and collect co-pays and outstanding balances at the point of service.
• Pre-Visit Preparation: Review the schedule 24–48 hours in advance to identify missing documentation, expired authorizations, or insurance gaps.
• Digital-First Intake: Facilitate patient check-in via digital tools, ensuring accurate demographic, consent, and "Patient-Ready" signals.
• Queue & Wait-Time Management: Monitor the waiting room and EMR task queues; communicate delays transparently.
• Point-of-Service (POS) Collections: Discuss financial responsibility with patients and process payments with high integrity and daily drawer reconciliation.
• Exit & Outreach: Conduct the "checkout" process, schedule follow-ups, and manage outbound outreach for no-shows or preventive care appointments.

Requirements & Tech Stack

• Computer literacy
• Patient Eligibility and benefits knowledge
• Experience using scheduling systems to optimize staffing levels

Skills

• Handle patient concerns while maintaining rapport
• Follow defined workflows consistently
• Manage patient needs across scheduling and follow-up
• Manage time and tasks efficiently
• Handle incoming calls accurately and professionally
• Maintain accurate and complete records
• Work effectively across teams

Abilities

• Maintain accuracy and completeness across tasks
• Manage multiple tasks simultaneously while maintaining accuracy

Essential Behaviors & Attributes

• Reliability
• Punctuality
• Integrity with Protected Health Information and cash
• Professional presence
• Adaptability
• Growth-mindset
• Receptivity to coaching

Preferred Knowledge

• Use appropriate channels and escalation rules
• Manage and verify digital intake data
• Protect patient identity
• Familiar with clinical operations
• Able to assist in patient registration
• Familiar with types of clinic visits

Compensation

• Pay Range: $39,000 - $49,400 per year
• This job is eligible for a bonus incentive plan.

Benefits

Humana offers competitive benefits designed to encourage personal wellness and smart healthcare decisions, including:

• Medical, dental, and vision benefits
• 401(k) retirement savings plan
• Time off (including paid time off, company and personal holidays, paid parental and caregiver leave)
• Short-term and long-term disability
• Life insurance
• Many other opportunities