Patient Liaison and Front Office Coordinator

Job Overview
We are seeking an energetic and detail-oriented Patient Liaison and Front Office Coordinator to join our growing acupuncture practice. In this vital role, you will serve as the first point of contact for patients, providing exceptional customer service while managing administrative functions that keep our clinic running smoothly. These would include managing the patient experience from scheduling to billing while ensuring patient accounts and insurance claims are properly processed.

The ideal candidate is detail-oriented, professional, and comfortable managing both administrative and financial aspects of patient care.

Your enthusiasm and organizational skills will help create a welcoming environment, streamline patient flow, and ensure accurate documentation. This position offers an exciting opportunity to combine patient interaction with essential office management responsibilities, supporting both patient care and operational excellence.

Responsibilities

1. Patient Access & Communication

• Phone Operations: Answer multi-line phone systems professionally, providing clear communication, appointment coordination, and excellent phone etiquette.

2. Patient Reception & Intake

• Arrival & Departure: Greet patients warmly upon arrival to ensure a positive first impression; facilitate a seamless check-in and check-out process.
• Registration & Data Entry: Assist with intake procedures, including patient registration, data entry, and updating medical histories across various EHR systems.
• Clinical Collaboration: Partner with clinical staff to facilitate care plans and ensure a smooth patient flow from the waiting room to the exam room.

3. Insurance & Financial Management

• Insurance Verification: Verify coverage through established procedures, specifically including MassHealth and other third-party payers, before each appointment
• Billing & Collections: Collect and process payments for medical collections and copays. Process remittances and update patient accounts.
• Coding & Documentation: Ensure all charges are reflected accurately by reviewing documentation and applying correct CPT and ICD-10 codes.
• Revenue Cycle Support: Track submitted claims, review insurance payments, send invoices, and follow up on outstanding balances.

4. Health Information & Administrative Support

• Compliance: Maintain organized medical records and strictly adhere to HIPAA regulations for health information management.
• Records Maintenance: Ensure accurate, up-to-date patient records and manage daily front desk workflow.
• General Office Support: Handle medical administrative tasks including filing, faxing, copying, and maintaining clinic supplies.
• Practice Operations: Assist with general daily operations to support the overall practice health.
• Scheduling: Manage the daily clinic schedule and appointment booking using Jane EMR.
• Inquiry Handling: Manage rescheduling requests and handle patient inquiries regarding insurance benefits or billing questions.
• Reminders: Confirm appointments and manage patient reminders to minimize no-shows.

Qualifications

• Proven experience in a medical office setting or healthcare environment with strong front desk or receptionist duties. Experience in acupuncture, chiropractic, physical therapy, or wellness clinic is preferred.
• Familiarity with EMR systems is expected. Experience with Jane EMR is preferred.
• Knowledge of medical terminology, CPT coding, ICD-10, and medical billing processes
• Ability to verify insurance coverage accurately and process payments efficiently
• Excellent computer skills including proficiency in Microsoft Office applications and health information management software
• Strong organizational skills with attention to detail in documentation review and record keeping
• Exceptional customer service skills combined with professional phone etiquette; bilingual abilities are highly valued
• Ability to multitask effectively in a fast-paced environment while maintaining a positive attitude

Bonus opportunity

• Additional cash bonus opportunities per certain productivity measures such as total collections, accuracy, and scheduling are available!

Join our dedicated team where your proactive approach will make a meaningful difference in patient experiences! We are committed to fostering a supportive work environment that values your contributions while offering opportunities for growth within the healthcare industry.

Pay: $25.00 - $30.00 per hour

Benefits:

• Dental insurance
• Employee discount
• Free parking
• Health insurance
• On-the-job training
• Opportunities for advancement
• Paid orientation
• Paid time off
• Paid training

Application Question(s):

• Please briefly explain why you are interested in this position and highlight your past experience as it pertains to the requirements of this position.
• Imagine that a new patient who has MassHealth through CCC walks in to the clinic to schedule an acupuncture visit. She would like to be seen the same day and there is an available spot in 30 minutes for this patient. You check her eligibility and notice that a referral is required. What do you do next?
• A patient has Mass General Brigham insurance and you call the insurer to confirm his eligibility but the representative refuses to provide the insurance information via phone. What is the best next step?
• You are checking the accounts receivable at the end of the working week to check who has an unpaid balance. As you review the remittances for the week you notice a claim has been approved for a certain amount but is unpaid. How do you record this response and what is the best next step in updating the account?

Education:

• Associate (Preferred)

Experience:

• Front desk: 3 years (Preferred)
• Account management: 3 years (Preferred)
• Medical office management: 3 years (Preferred)
• EMR systems: 3 years (Preferred)
• Insurance verification: 3 years (Preferred)

License/Certification:

• Medical Billing Certification (Preferred)

Ability to Commute:

• Needham, MA 02492 (Required)

Willingness to travel:

• 50% (Preferred)

Work Location: In person