Description

Are you ready to make an impact in our patients' healthcare journeys right from the very start? IVX Health is actively seeking a Healthcare Front Desk Coordinator to play a pivotal role in our ongoing expansion efforts across the greater Bay Area. Our newest centers in Walnut Creek and Oakland are currently seeking a highly qualified, candidate with a strong healthcare background, advanced technological skills, self-motivation, and a capacity for rapid learning. Above all else, we are seeking a front desk coordinator with exceptional customer service abilities, prioritizing a focus on enhancing the patient experience.

This role will entail working between both locations. (please see below)

• Walnut Creek Infusion Center | 7:30am to 4:00pm - Mon/Tues/Thu, Rotating Saturdays
• Oakland Infusion Center | 7:30am to 4:00pm - Wed/Fri, Rotating Saturdays

ABOUT THE ROLE
The Front Desk Coordinator is a patient-facing role responsible for providing administrative and clerical support to IVX Health infusion centers, both locally and regionally. This includes greeting patients, scheduling appointments, answering phones, front-end revenue cycle, and other center-based office tasks. 

RESPONSIBILITIES

• Answers telephones and direct calls to appropriate staff, ensuring high quality service for internal and external customers
• Serves as a first point of contact for patient concerns, questions, and customer service inquires
• Greets and patients and answer phones in a professional and friendly manner 
• Schedules and reschedules patient appointments according to scheduling guidelines
• Ensures authorizations have been obtained prior to patient visit
• Follows-up with patients for necessary appointments via phone, text, and email
•  Performs applicable check-in tasks including but not limited to:
  •  updating demographic information in the system as needed
  •  verifying patients' insurance if applicable
  • obtaining copies of patient identification and outside records
•  Maintain patient records and files 
• Collects copayments, coinsurance, and self-pay payments; documents payments in practice management system, prepares day end batches according to policies and procedures, and reconciles payments taken with reports
• Completes end-of-day tasks, including running applicable reports, identifying no-show patients, communicating with appropriate personnel, completing daily batching tasks, and other office close procedures
• Coordinates patient flow through the front desk; communicates with clinical staff to optimize clinical efficiency and patient safety 
• Opens, sorts, and records receipt date of mail, forwards bills and invoices promptly to corporate headquarters
• Maintains and orders center supplies, food, and drinks; assures all items ordered are received and follows up on incomplete orders
• Maintain the front desk area, including keeping the reception area clean and organized
• Provide administrative support to the local market 
• Performs other general administrative duties as needed or assigned 

BENEFITS

• Comprehensive Medical, Dental, and Vision Insurance plans. Plans include prescription drug coverage as well as telemedicine services
• Additional coverage options for supplemental health protection plans including Accident, Critical Illness, and Hospital Indemnity,
• Life and AD&D Insurance
• Dependent Care Flexible Spending Account
• Voluntary Short-Term and Long-Term Disability Coverage
• Fertility Healthcare and Family Building Benefits through Carrot
• Free counseling services and resources for emotional, physical and financial wellbeing
• 401(k) Plan with company-match
• Education assistance (Tuition reimbursement, Certification support)
• Charitable Giving Match and Volunteer PTO Program
• Flexible work schedule that promotes a positive work-life balance
• Employee Referral Bonus Program

Qualifications

ESSENTIAL COMPETENCIES AND SKILLS

• Professionalism - Ability to maintain a professional and positive attitude.
• Effective Communication – Demonstrates the ability to actively listen, express oneself clearly in interactions with others, and convey information effectively.
• Customer Service Oriented – Ability to anticipate, recognize, and meet the needs of both internal and external customers, including patients and referring providers’ offices.
• Collaboration - Ability to work independently and as part of a team.
• Quick Learning Agility - Ability to learn to perform healthcare front desk tasks with proficiency, as defined by ease, speed, and accuracy of performance, including but not limited to:
  • Administrative and clerical procedures such as patient scheduling, phones, and supply ordering.
  • Medical terminology.
  • Reading and reviewing insurance plan information and knowledge of insurance portals.
  • Utilizing Electronic Health Records (EHR) systems, Practice Management platforms, and other software programs.
• Multitasking – Ability to handle multiple tasks and patients simultaneously in a fast-paced healthcare environment, understanding that patients physically present take priority.
• Attention to Detail – This role requires the ability to see and pay careful attention to details to be thorough and accurate in completing work tasks.
• Intermediate Computer Proficiency – Knowledge and ability to use standard office software applications including but not limited to Internet, Outlook, and Microsoft Office.
• Dependability – This role requires the ability to be reliable, responsible, and dependable for our patients, providers, and colleagues.
• Integrity and Confidentiality – Demonstrates the ability to adhere to honest ethical healthcare and business practices, including abiding by HIPAA guidelines and respecting patients' privacy.

REQUIRED EDUCATION AND EXPERIENCE

• High School Diploma or GED
• 1 - 2 years of experience in a front desk or administrative role, preferably in a healthcare setting (not required)

WAGE RANGE 
Pay is based on a number of factors including market location, job-related knowledge, skills, and experience and is benchmarked against similar organizations to our size and industry. For our Front Desk Coordinator role, we generally pay new hires between $24.00 and $29.00 per hour in the Bay Area market. It is not typical for an individual to be hired at or near the top of the range for roles and compensation decisions are dependent on the facts and circumstances of each situation. In addition to cash pay, full-time regular positions are eligible for 401(k), health benefits, and other company benefits; some of these benefits may also be available for part-time positions. 

EEO STATEMENT
IVX Health is proud to be an Equal Opportunity Employer. We value diversity and are committed to creating an inclusive environment for all employees. IVX Health wants to have the best available people in every job, and we make employment decisions on the basis of business needs, job requirements, individual qualifications, and merit. Equal employment opportunities are provided to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, military and veteran status, age, physical or mental disability, genetic characteristic, reproductive health decisions, family or parental status, or any other legally protected category in accordance with applicable federal, state, or local laws. IVX Health prohibits discrimination, harassment, or retaliation of any kind based on any of these characteristics. Equal employment opportunity will be extended to all persons in all aspects of the employer-employee relationship and all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation benefits, and separation of employment.