Front Office Eligibility and Patient Collections Coordinator

Job Overview

The Front Office Eligibility and Patient Collections Coordinator is based at the front desk and provides professional, compassionate service while performing patient check-in, insurance eligibility verification, referral and authorization coordination, and patient account collections. The coordinator contacts patients before appointments to collect self-pay amounts, past-due and bad debt balances, and payment plan installments. At check-in, the coordinator personally assists patients with bad debt balances at the designated front desk station, explains account information discreetly, collects payments, and establishes approved payment arrangements.

The position supports assigned physicians and advanced practice providers through schedule review, check-out and scheduling, front office work queues, calls, and documentation. The coordinator works closely with billing to verify patient responsibility, resolve account questions, and maintain accurate financial records.

Responsibilities

Front Desk and Patient Services

· Welcome patients and callers courteously using the approved CVAM greeting; provide required paperwork and assistance.

· Complete check-in according to CVAM procedures, verifying patient identity, demographics, insurance information, required referrals, authorizations, and documentation.

· Confirm required forms, including HIPAA, demographics, financial policy, medical record requests, and releases of information, transfer successfully from Clearwave into athenaPractice; resolve missing or inaccurate information.

· Manage assigned front office work queues, live calls, voicemails, and patient correspondence; route clinical concerns and triage requests to appropriate clinical staff.

· Complete check-out and schedule visits and testing according to physician orders, verifying the correct patient, service, timeframe, and special testing requirements. Provide approved preparation and follow-up instructions.

· Coordinate interpreter services, transportation, outside facility scheduling, and medical record requests; document arrangements in the appropriate record.

· Follow office opening and closing procedures and CVAM emergency and CODE protocols.

Eligibility Referrals and Authorizations

· Review assigned physician and associated APP schedules at least two weeks in advance to verify insurance eligibility, benefits, network participation, referral requirements, and prior authorization requirements. Recheck changes before the visit as needed.

· Confirm patient financial responsibility, including copayments, deductibles, coinsurance, and applicable self-pay amounts, using current account and benefit information.

· Obtain and track required referrals and authorizations for assigned appointments and testing; confirm correct provider, location, service, effective dates, and authorized visits or units.

· Contact patients, referring offices, and insurance carriers to obtain missing information and resolve eligibility, referral, and authorization issues before appointments.

· Document verification results, reference numbers, authorization details, outstanding requirements, and follow-up actions in athenaPractice.

· Escalate denied, pending, expired, or missing referrals and authorizations to the appropriate staff; coordinate next steps and patient communication according to practice procedures.

Patient Collections Before Appointments and at Check In

· Review upcoming appointments and assigned patient accounts to identify self-pay amounts, outstanding balances, bad debt balances, and payment plan installments due. Coordinate with billing to validate balances and identify disputes, insurance issues, or payments already received.

· Call patients before scheduled appointments to explain verified amounts due and collect self-pay charges, past-due balances, bad debt balances, and scheduled payment plan payments using approved procedures.

· Receive and assist patients at the designated front desk station when they arrive with bad debt balances. Discuss balances discreetly, collect payment, or arrange an approved payment plan while coordinating the check-in process.

· Explain patient statements and financial policies clearly and respectfully; answer questions within the role’s scope and refer billing disputes or complex account issues to billing.

· Establish and document payment plans within approved limits, including amounts, due dates, and patient agreement. Monitor plans, follow up on missed installments, and escalate requests outside authorized limits.

· Document every collection contact, payment commitment, arrangement, unsuccessful attempt, and next action accurately in the patient billing record.

· Follow up on assigned delinquent accounts by telephone or approved correspondence; maintain accurate contact information and account status, including reported deceased patients.

· Refer requests for hardship assistance, discounts, write-offs, settlements, or account adjustments to authorized personnel. Escalate unresolved balances and appointment decisions according to CVAM policy.

· Coordinate approved referrals to the collection agency and account reconciliation with billing, including payments received at the front desk on agency-assigned accounts, to prevent duplicate collection activity.

Pay: From $19.50 per hour

Expected hours: 38.0 per week

Benefits:

• 401(k) matching
• Health insurance
• Health savings account
• Life insurance
• Paid time off

Work Location: In person

Salary : $20