Front Office Receptionist, Pediatrics, Hermitage

Heritage Medical Associates (HMA) is Middle Tennessee’s largest independent multi-specialty physician group, proudly serving patients since 1991. We are committed to protecting and advancing physician-led, patient-centered care through financial strength, operational discipline, and shared accountability. Front Office Receptionist provide patient access by delivering comprehensive, compassionate, and customized customer service. All work is performed in alignment with HMA's mission, values, and commitment to high ethical and compliance standards.

Front Desk Operations

• Open and prepare the office for daily operations; close and secure the office at the end of day per established checklists.
• Greet and check in patients; verify and update patient demographic, insurance, and account information.
• Collect and process co-payments, fee-for-service payments, and outstanding balances following cash management policies.
• Maintain an organized, professional reception and waiting area in compliance with HMA standards.
• Responsible for maintaining registration work queues in EPIC.
• Other duties as assigned.

Patient Communication & Scheduling

• Answer and manage incoming calls; address patient concerns or route to appropriate staff; return all patient calls in a timely manner.
• Schedule patient appointments; conduct appointment reminder calls.
• Monitor and communicate with patients regarding wait times and appointment delays.
• Obtain pre-certifications, prior authorizations, and referrals as required by insurance carriers.
• Contact billing departments and outside facilities on behalf of patients; relay prescription refill requests to the pharmacy as directed by the physician.
• Other duties as assigned.

Administrative & Clerical

• Process incoming mail, faxes, and interoffice requests; route documents appropriately.
• Assemble next-day encounter forms; label and route paperwork.
• Manage provider schedules, including coordination of pharmaceutical representative meetings.
• Maintain and order front office supplies; assist in training new employees.
• Other duties as assigned.

• Support clinical & patient excellence by creating a compassionate, responsive, and high-quality patient experience in every interaction.
• Provide exceptional customer service by treating patients, visitors, providers, and coworkers with professionalism, courtesy, respect, and responsiveness while supporting a positive patient experience and HMA’s mission and values.
• Demonstrate accountability through reliability, professionalism, timely follow-through, and accurate documentation and communication.
• Work collaboratively with physicians, coworkers, and operational teams to support efficient clinic workflows and coordinate patient care.
• Communicate openly, respectfully, and professionally with patients, providers, and team members.
• Practice stewardship by using time, supplies, equipment, and organizational resources responsibly and efficiently.
• Participate in continuous improvement efforts by adapting to workflow changes, completing training, and contributing ideas that improve patient care and clinic operations.
• Attendance and Reliability: Regular, reliable attendance and punctuality are essential functions of this position, and employees are expected to comply with HMA’s Attendance Policy, including established procedures for reporting absences and tardiness. Attendance requirements will be administered in accordance with applicable federal, state, and local laws, including legally protected leave and reasonable accommodations.

Education & CERTIFICATIONs

• High school diploma or equivalent required.
• 0-2 years of experience in a medical office environment.

Preferred Experience

• EHR experience preferred; EPIC familiarity.
• Prior experience in a large multi-specialty physician practice is strongly preferred.
• BLS certification is required OR obtained within 90 days of hire.

Required Experience

• Computer proficiency; minimum typing speed of 40 WPM
• Previous experience in a healthcare scheduling or medical office environment with demonstrated excellence in telephone communication and customer service.

Physical requirements

• Must be able to sit and/or stand for 8–10 hours per day.
• Requires regular walking, bending, pushing, pulling and lifting
• Must be able to lift at least 25 lbs
• Must be able to manipulate objects—reaching, grasping, handling
• Must exhibit good communication skills—understand, respond and translate into action.
• Ability to delineate between numeric numbers.
• Clinical setting; exposure to communicable diseases, bloodborne pathogens, medical preparations and other conditions common to a clinical environment.