Front Desk Coordinator

The Front Desk Coordinator’s primary responsibility is to deliver an excellent member/potential member service experience while receiving and routing high volumes of calls through an electronic switchboard. The Coordinator will supply information to callers, transfer calls to appropriate departments, relay messages, and greet visitors, and/or staff meetings by performing duties assisting other administrative staff with overflow work, including general administrative duties, word processing, data-entry and research tasks.

PRIMARY DUTIES AND RESPONSIBILITIES

Ensures reception area and switchboard are open and ready to accept visitors and take calls during business hours.

Delivers exceptional customer service as the primary point of contact, representing the company with professionalism and empathy to build trust and maintain positive customer relationships.

Maintains switchboard equipment; answer all calls within two rings in a courteous, professional and friendly manner; supply information to caller or redirect call to appropriate location/person.

Reviews and reconciles enrollment reports to ensure accurate member records and revenue integrity, supporting timely updates and error resolution.

Supports Health Plan departments with general data entry, printing/mailing, scanning, faxing, and PHI auth rep form entry,

Enters and processes Power of Attorney (POA) documents in coordination with Legal and    Compliance team to ensure proper authorization and adherence to regulatory requirements.

Process and manage returned mail in compliance with company protocols, utilizing secure government systems to update record and ensure accurate delivery information.

Maintains timeliness for Provider Term Letter processing as well as managing ad hoc print requests.

Delivers service in a courteous, friendly and professional manner, to both internal and external customers.

Participates in Process Improvements and other duties as assigned.

Employees are expected to work consistently to demonstrate the mission, vision, and core values of the organization. 

POSITION QUALIFICATIONS

Education

High school diploma or equivalent required

Experience

2+ years in relevant office setting required

1+ years of customer/member services in a health care setting preferred

Knowledge

Demonstrated knowledge in the use of telecommunications equipment

Demonstrated knowledge in the use of computers, the Microsoft Windows operating system and Office environment

Skills

Excellent customer service skills; interpersonal skills, and telephone etiquette

Strong organizational skills

Abilities

Demonstrates an understanding of and alignment with Martin’s Point Values

Ability to work efficiently and independently

Always maintain confidentiality; confidential information includes but is not limited to contents of medical records, personnel and payroll records, appointment schedules, patient payment information, and corporate financial information.

Punctual, detail oriented, ability to prioritize and multi-task and work in collaboration with other teams