Front Office Associate

Department: Front Office / Patient Services

Reports To: Front Office Manager / Practice Leadership

Employment Status: Full-Time

Primary Location: Gainesville, Georgia

Position Summary

The Front Office Associate is responsible for providing exceptional customer service and administrative support to patients, physicians, and clinical staff in a busy orthopaedic practice. This position serves as one of the first points of contact for patients and plays an important role in creating a positive patient experience while ensuring efficient front office operations.

The primary work location for this position is Gainesville, Georgia. However, occasional travel to other Specialty Orthopaedics locations in Braselton, Duluth, and Dawsonville may be required to provide front office coverage and support operational needs.

The ideal candidate is professional, organized, detail-oriented, and able to multitask in a fast-paced medical office environment.

Essential Duties and Responsibilities

Patient Reception and Customer Service

Greet patients and visitors in a friendly, professional, and courteous manner.

Check patients in and out for appointments, ensuring all required information is accurate and complete.

Verify and update patient demographics, contact information, insurance information, and other registration details.

Provide patients with appropriate forms, instructions, and necessary documentation.

Respond to patient questions and direct inquiries to the appropriate department or staff member.

Maintain patient confidentiality and comply with HIPAA regulations and practice policies.

Scheduling and Administrative Support

Schedule, confirm, and reschedule patient appointments as needed.

Answer incoming phone calls, route calls appropriately, and respond to routine inquiries.

Review schedules and assist with managing patient flow to minimize delays.

Maintain accurate electronic medical records and front office documentation.

Assist with obtaining and verifying insurance information and referrals when applicable.

Communicate effectively with clinical staff, physicians, and other departments to support efficient patient care.

Assist with scanning, filing, faxing, and other general administrative duties as assigned.

Payments and Office Operations

Collect copayments, coinsurance, deductibles, and other patient balances at the time of service.

Provide receipts and ensure payments are recorded accurately in the practice management system.

Follow established procedures for cash handling and payment reconciliation.

Maintain a clean, organized, and professional reception area.

Monitor front office supplies and notify the appropriate person when additional supplies are needed.

Follow established office procedures, attendance expectations, and customer service standards.

Location Coverage and Team Support

Primarily work at the Gainesville location, with occasional travel to the Braselton, Duluth, and Dawsonville offices as needed.

Provide front office coverage at other locations to assist with staffing needs and maintain continuity of patient services.

Demonstrate flexibility and a willingness to support team members across practice locations.

Assist with additional front office responsibilities as assigned by management.

Qualifications

High school diploma or equivalent required.

Previous medical office, healthcare reception, or customer service experience preferred.

Experience with electronic medical records or practice management systems preferred.

Basic computer skills and proficiency with standard office equipment.

Strong verbal and written communication skills.

Excellent organizational skills and attention to detail.

Ability to multitask, prioritize responsibilities, and work effectively in a fast-paced environment.

Professional demeanor and a patient-focused approach to customer service.

Ability to maintain confidentiality and handle sensitive patient information appropriately.

Reliable transportation and willingness to travel occasionally to other practice locations.

Physical Requirements

Ability to sit and stand for extended periods.

Ability to move throughout the office as needed.

Ability to occasionally lift or carry office supplies and materials.

Ability to perform repetitive tasks, including computer use, typing, and handling paperwork.

Work Environment

This position is primarily based at the Gainesville office in a busy outpatient orthopaedic medical practice. Occasional travel to other Specialty Orthopaedics locations in Braselton, Duluth, and Dawsonville is required based on staffing and operational needs.

General Statement

This job description is intended to describe the general nature and level of work performed in this position. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Management reserves the right to modify duties and responsibilities as necessary to meet the needs of the practice.