Front Office Assistant

Job Description

Front Office Assistant | Orlando Health Lake Mary Hospital

The Tone:
This is a full-time role at Orlando Health Lake Mary Hospital, located in Orlando, FL, specifically within the Wound Care department. Orlando Health provides comprehensive healthcare services, and this position plays a crucial part in supporting the daily operations of an ambulatory/physician office. The Front Office Assistant ensures a smooth, organized, and positive experience for patients and staff by managing essential administrative tasks that enable effective patient care delivery.

The TL;DR
• Role: Full Time
• Type: First Shift
• Location: Orlando, FL
• Team: Wound Care Department; reports to Manager Practice Operations, Medical Office Manager, Academic Program Manager, Academic Nurse Manager, and/or Practice Site Supervisor.
• Mission: Owns the efficient administrative support and positive patient experience within the Wound Care ambulatory/physician office.

What You’ll Actually Do
• Appointment Management: Schedule patient appointments according to practice-specific protocols and patient preferences, including obtaining required pre-certification and authorization for office visits when necessary.
• Patient Intake & Registration: Obtain accurate and complete patient demographic and insurance information to ensure smooth registration, billing processes, and compliance with organizational standards.
• Communication & Customer Service: Manage incoming telephone calls appropriately, demonstrate competency in office equipment and technology, and interact with patients and families in a professional, empathetic manner to improve overall patient satisfaction.
• Referral & Records Processing: Process patient referrals and handle all requests for medical records in strict adherence to Orlando Health and department-specific policies and procedures, maintaining patient confidentiality.
• Operational Support & Compliance: Maintain compliance with all Orlando Health policies, procedures, and value statements, participate in Quality Assurance activities, efficiently use supplies, and assist billing services as requested.

The Must-Haves
• Background: High School graduate or equivalent. This role is an early career position, requiring foundational experience in a clerical or customer service environment.
• Experience: Six (6) months of experience in a clerical office, general business, and/or customer service setting.
• Skills: Patient registration, appointment scheduling (including pre-certification and authorization), telephone management, patient referral processing, medical records processing, customer service, and adherence to healthcare policies and procedures.