Front Office Coordinator/Operations

JOB DESCRIPTION TITLE: Front Office Coordinator/Operations LOCATION: Access to Healthcare Network - Reno About Access to Healthcare Network (AHN) Access to Healthcare Network (AHN) is a mission-driven nonprofit dedicated to improving access to quality healthcare and supportive services. We foster a collaborative, respectful, and dynamic work environment where team members feel valued and supported. Joining AHN means contributing to meaningful work that positively impacts seniors, individuals with disabilities, and underserved community members. JOB PURPOSE The Front Office Coordinator serves as the welcoming face of Access to Healthcare Network (AHN) headquarters, providing exceptional customer service and administrative support to staff, members, and visitors. This position is responsible for maintaining an organized and efficient front office, answering and directing phone calls, processing member payments, researching account discrepancies, and completing various administrative duties in a fast-paced environment. KEY RESPONSIBILITIES Greet and assist office visitors in a professional and welcoming manner, directing them to the appropriate staff member or department. Answer and manage the main office telephone system, respond to general requests for information, and route calls or messages to appropriate staff. Maintain working knowledge of AHN programs and services to provide accurate general information and respond to questions. Respond to Access Medical Program and Dental Plus member inquiries and provide accurate, timely assistance. Facilitate the Access Medical Program member re-opening process from initiation through completion. Respond to Access Medical Program billing inquiries and facilitate timely resolution when appropriate. Research and resolve billing discrepancies using AHN billing software and other applicable systems. Print Access Medical Program and Dental Plus member identification cards as needed. Research and respond to requests regarding member payment information and billing history. Utilize AHN software systems to identify and direct members to the appropriate Care Coordinator. Serve as the primary cashier for member payments received in person and by telephone, ensuring payments are processed accurately. Accurately prepare and maintain daily logs for walk-in and mailed payments received. Assist the Front Office Manager with tracking daily walk-in activity by program, timeframe, and purpose of visit, including monitoring lobby wait times. Assist the Front Office Manager, as needed, with Northern Office operational responsibilities and SysAid tracking. Assist with office key inventory, including maintaining the key log, processing key release forms, and ensuring keys are securely stored. Assist with ordering office supplies and maintaining clean, stocked, and organized supply and storage areas. Help maintain a clean, orderly, professional, and welcoming office environment, including consultation rooms and common areas. Conduct an end-of-day walkthrough to ensure consultation room computers are turned off and designated AHN doors are properly secured. Maintain adequate supplies of current AHN brochures, including English and Spanish materials, and magazines in designated areas. Perform general administrative duties, including typing, filing, copying, scanning, and faxing. Provide administrative support to staff, including assistance with copying, faxing, and large-scale mailings. Receive, sort, and distribute incoming mail and coordinate outgoing mail, courier services, and interoffice mail distribution. Maintain the confidentiality and privacy of members and organizational information and comply with applicable HIPAA requirements. Perform additional duties and responsibilities as assigned. ADDITIONAL REQUIREMENTS Develop and maintain a working knowledge of Access to Healthcare Network (AHN) programs and services. Develop and maintain a working knowledge of the RING phone system. Develop and maintain a working knowledge of Salesforce and its functions relevant to the position. Develop and maintain a working knowledge of AHN's accounting and billing software. Demonstrate compassion, professionalism, and respect when interacting with members, visitors, and staff. Provide courteous and professional service while effectively responding to the needs of AHN's diverse member population. Attend required staff meetings and participate in regular meetings with the Front Office Manager. Demonstrate flexibility and the ability to adapt to changing work environments, priorities, and job responsibilities. Perform other duties as assigned. QUALIFICATIONS AND EXPERIENCE Bilingual proficiency in English and Spanish is required. High school diploma or equivalent is required. Associate degree (AA) or higher preferred. Minimum of one year of customer service and/or administrative support experience preferred. Minimum of one year of experience handling cash, payments, or other monetary transactions preferred. Basic proficiency in Microsoft Word, Excel, and PowerPoint required; advanced proficiency preferred. Basic working knowledge of Salesforce or a similar database/customer relationship management system. Excellent interpersonal and customer service skills. Strong verbal and written communication skills. Strong organizational skills with excellent attention to detail. Ability to effectively manage multiple priorities and work in a fast-paced environment. Valid driver's license and ability to operate an AHN company vehicle when required. Ability to successfully complete a State of Nevada Screening check. WORK ENVIRONMENT This position works a regular Monday through Friday schedule. Scheduled hours may be adjusted as office hours or operational needs change. The noise level in the work environment is usually moderate, and the employee usually works in a climate-controlled office environment. Ability to sit and work at a computer for approximately 6-8 hours during the workday. Ability to stand for approximately 4-6 hours per day. Ability to perform repetitive hand and wrist movements associated with computer and office equipment use. Ability to lift and/or carry up to 50 pounds on an occasional basis. The statements herein are intended to describe the general nature and level of the position, but are not necessarily a complete list of responsibilities, duties and skills required of employee(s) so classified. As such, responsibilities, duties, and required skills may be changed, expanded, reduced, or deleted to meet the business needs of Access to Healthcare Network. Furthermore, they do not establish a contract or implied contract for employment. As an equal opportunity employer, we are committed to identifying and developing the skills and leadership of people from diverse backgrounds. We encourage all qualified candidates to apply. Benefits Medical Insurance & Vision provided at no cost to the Employee Health Savings Account HDHP (HSA) includes employer matching $35.00 per month Dependent Care Flexible Savings Account (FSA) Low-cost health insurance options for your dependents Dental insurance Free Life Insurance and Long-Term Disability Voluntary Ancillary Benefits 4 Weeks Paid Time Off in your first year 14 Holidays Bereavement Leave 4 Weeks Paid Parental Leave Tuition Assistance and more!