Front Office Coordinator

JOB DESCRIPTION:

The Front Office Coordinator is responsible for overseeing and supporting front office operations, including Receptionist and Scheduling Specialist, to ensure efficient patient access, scheduling, and customer service functions. This position provides day-to-day coordination, staff training, workflow oversight, and accountability to ensure compliance with clinic policies, regulatory standards, and performance expectations. The Front Office Coordinator works closely with the Clinic Managers to address operational needs, improve patient access, and ensure consistent, high-quality service delivery across all front office functions. This position also participates in front office operations as needed to maintain adequate staffing coverage.

JOB FUNCTIONS:

Include, but not limited to the following:

Front Office Oversight & Coordination:

1. Coordinates daily front office operations for Receptionists and Scheduling Specialists.
2. Ensures adequate staffing coverage for reception and scheduling functions.
3. Develops and maintains staff schedules, including rotation assignments.
4. Monitors patient flow, scheduling efficiency, and front desk activities to support clinic operations.
5. Provides direct front office and scheduling coverage as needed to support staffing shortages or operational needs.
6. Ensures reception and scheduling workflows are executed consistently and efficiently.

Staff Supervision, Training & Development:

1. Oversees hiring processes, including participation in candidate interviews and selection.
2. Provides onboarding and ongoing training for Receptionist and Scheduling Specialists.
3. Ensures staff are trained on Athena EHR, scheduling workflows, and clinic procedures.
4. Conducts bi-annual performance evaluations.
5. Monitors staff performance and provides coaching, feedback, and corrective action as needed.
6. Addresses disciplinary actions in accordance with tribal policies.
7. Identifies training needs and implements skill development plans.
8. Promotes a positive, team-oriented work environment.

Scheduling Oversight & Access Management:

1. Oversees scheduling practices to ensure efficient appointment utilization.
2. Reviews provider schedules and works to maximize access and reduce gaps.
3. Monitors no-show rates and implement strategies to improve attendance.
4. Oversees call handling performance and scheduling productivity.
5. Ensures scheduling protocols and workflows are followed consistently.

Compliance, Policy & Accountability:

1. Ensures staff adherence to HIPAA, HRSA, and Tribal confidentiality requirements.
2. Monitors compliance with clinic policies, Procedures, and customer service standards.
3. Performs sliding fee and eligibility quality assurance checks.
4. Holds staff accountable for adherence to workflows and protocols.
5. Collaborates with Clinic Managers on performance and compliance concerns.
6. Implement and monitor internal controls, policies, and procedures to protect cash and other assets from loss, fraud, or misappropriation

EHR Oversight & Data Quality:

1. Ensures accurate and timely data entry in Athena EHR.
2. Monitors data integrity related to scheduling, registration, and patient records.
3. Addresses data errors and ensures corrective action is taken.
4. Supports staff in resolving EHR-related issues and workflow challenges.

Daily Checklist Auditing & workflow Monitoring:

1. Reviews and audits daily reception checklists to ensure completion and accuracy.
2. Identifies gaps or inconsistencies in workflow and provides coaching, training, and/or corrective actions.
3. Maintains documentation of audit findings and follow-up actions.

Rotation & Cross-Training Coordination:

1. Develops and maintains rotation schedules for Receptionist and Scheduling Specialists.
2. Ensures cross-training is completed and documented for all front office staff.
3. Monitors staff competency across both roles to ensure operational flexibility.
4. Adjusts rotation schedules to meet clinic needs and staffing changes.

Timekeeping & Staff Administration:

1. Reviews, approves, and submits employee timecards in accordance with policy.
2. Manages and approves time-off requests to ensure adequate coverage.
3. Maintains balanced staffing levels across front office functions.
4. Monitors employee attendance and addresses concerns in accordance with policy.

Communication & Reporting:

1. Attends and participates in frequent mandatory meetings with Clinic Managers to discuss operations, issues and updates.
2. Communicates operational concerns, staffing needs, and workflow challenges to leadership at weekly Health Administration Meeting.
3. Leads regular team meetings, huddles, and staff updates.
4. Ensures staff are informed and provides guidance regarding process changes and expectations.

Patient Experience & Customer Service:

1. Ensures high standards of customer service are maintained across all front office interactions.
2. Monitors patient feedback and addresses concerns appropriately.
3. Addresses patient concerns and escalates issues appropriately.
4. Reinforces use of standard phone greeting protocols and communication expectations.

Continuous Improvement & Best Practices:

1. Monitors and tracks key performance indicators (KPIs) including: No-show rates, scheduling accuracy, call response times, registration/data accuracy, etc.
2. Identifies opportunities to improve front office workflows and efficiency.
3. Implements process improvements to enhance patient access and service delivery.
4. Supports clinic initiatives related to access, quality, and patient satisfaction.

Miscellaneous:

1. Travels weekly to do in-person check-in with staff and support clinic operations.
2. Performs other duties as assigned to support the efficient operation of the Tribe.

Requirements

General Requirements:

• Must be insurable through the Tribe’s vehicle insurance required.
• Must pass a criminal and fingerprint background check according to P.L. 101-630 standards required.
• Must pass a pre-employment alcohol/drug screening required.

Education & Experience:

• High School Diploma, equivalent GED or higher required.
• Must have 3-5 years of front desk experience in a clinical setting.
• Must have 1 year of managerial experience supervising other staff.

License & Certification:

• Must possess, maintain, and provide proof of a valid Driver License required.
• Must obtain, maintain, and provide proof of a valid First Aid and CPR Certificate (RedCross or American Health Association) within the first three (3) months of hire date required.

Necessary Knowledge, Skills & Abilities: 

• Knowledge of healthcare front office operations, scheduling workflows, and patient access functions.
• Knowledge of Athena EHR and scheduling systems.
• Proficiency in Microsoft applications
• Knowledge of HIPAA, confidentiality, and compliance requirements.
• Strong leadership, coaching, and team development skills.
• Strong organizational, analytical and problem-solving abilities.
• Ability to manage multiple priorities in a fast-paced environment. 
• Ability to hold staff accountable and enforce policies.
• Strong communication and interpersonal skills.
• Ability to manage and perform with a high degree of autonomy, organization, and adaptability. 
• Ability to demonstrate respect for Native American customs, traditions, and socioeconomic needs.

Tools & Equipment: 

• Computer, telephone, scanner, fax machine, printer, and shredder.
• Athena EHR system.
• Microsoft applications
• Timekeeping and scheduling systems.

Physical Demands:

• Frequently required to sit, stand, walk, talk, and hear.
• May be require to sit or stand for extended periods throughout the workday.
• Occasionally required to walk and stand.
• Occasionally required to lift and/or move up to 50 lbs.
• Specific vision abilities include close vision and the ability to adjust focus.
• Must be able to operate office equipment and travel as required.
• The Tribe reserves the right to require the employee to submit to and pass a physical examination prior to, or during the employment.

Work Environment:

• Work is performed primarily in an office and clinical setting.
• Fast-paced, high-volume environment with frequent interruptions.
• Noise level is mild to moderate.

Benefits

• Group Health Care Plan (Health, Dental, Vision, Life/AD&D and Long-Term Disability). Employer paid premiums for Employee, Spouse and Dependents
• Supplemental/Voluntary Benefits (Accident, Hospital Indemity, Critical Illness, Life/AD&D and Short-Term Disability)
• HSA Bank Account - Monthly employer contributions
• Retirement Plan (401k, Roth) - Dollar for dollar match up to 6%
• Paid Time Off (PTO)
• Paid Holidays (Federal, State and Tribal) - Paid according to set work schedule only
• Paid Birthday Leave
• Paid Bereavement Leave
• Employee Assistance Program
• Education Assistance Program - Up to $3,000 annually to cover CEU credit and training
• Wellness Program - Earn up to $1,000 into your HSA account per year