Job description
Job Description
Overview:
The Virtual Front Desk Coordinator (VFD) ensures an exceptional patient experience from initial contact to discharge by managing check-ins, scheduling, OTC payment collection, and maintaining accurate patient records in the EMR system. This role also supports efficient clinic operations by minimizing missed appointments and ensuring patients receive prescribed care.
Key Responsibilities:
- Patient Check-In & Communication:
Greet and check in patients, ensuring all required information is collected and updated. Handle incoming calls, emails, and faxes. - OTC Payment Collection:
Collect OTC payments at the time of service, issue receipts, and record payments in the EMR. - Scheduling & Appointment Management:
Schedule new patients, re-visits, and manage cancellations/waitlists to ensure patients meet prescribed treatment frequencies. Handle missed appointments and late arrivals. - POC & Referrals Management:
Track and maintain patients’ Plans of Care (POCs) and referrals. Communicate with providers regarding scheduling conflicts and fax documentation for physician signatures within 24 hours. - EMR Case Management:
Create and update patient records in the EMR system, ensuring all information is complete and accurate. - Reporting & Tracking:
Run daily reports and complete the Front Desk Stat Grid. Maintain tracking sheets for prescribed treatment adherence and ensure patients are scheduled according to their POCs. - Unbilled List Management:
Review and correct unbilled items in the EMR and notify billing once updates are made.
Key Performance Indicators (KPIs):
- Percentage of kept appointments
- OTC payments collected
- Percentage of prescribed visits scheduled and completed
Technical Requirements
Qualifications:
- Strong communication and organizational skills
- Experience in a front desk or healthcare setting is preferred
- Proficient in EMR systems and managing patient data
- Ability to multitask and handle a high volume of patient interactions
Working Environment:
This is a remote position requiring a reliable internet connection and the ability to work independently while maintaining attention to detail.
