Front Desk Executive – US Healthcare

We are looking for a professional and patient-focused Front Desk Executive with experience in US healthcare operations to join our team in Ahmedabad. Key Responsibilities

• Incoming Call Management
  

Answer incoming calls promptly using a professional greeting, including the clinic name and your name.

Identify the purpose of each call and direct it to the appropriate department, including clinical, billing, referrals, prescription refills, or medical records.

Verify patient identity using required information, such as full name and date of birth, before discussing protected health information.

Transfer calls to the appropriate staff member or department and confirm successful handoffs.

Place callers on hold courteously and provide regular updates.

Manage multiple phone lines while prioritizing urgent calls.

• Appointment Scheduling & Management
  

Schedule new patient appointments and manage existing appointment changes, cancellations, and rescheduling.

Schedule follow-up visits, referrals, imaging, and laboratory appointments.

Contact waitlisted patients when earlier appointment slots become available.

Explain appointment preparation requirements, including fasting instructions, insurance card requirements, and early arrival for paperwork.

Provide patients with office directions, parking information, and operating hours.

• Outbound Patient Calls
  

Make appointment reminder and confirmation calls 24–48 hours in advance.

Contact patients who miss appointments to assist with rescheduling.

Notify patients about provider schedule changes and available appointment openings.

Follow up regarding missing paperwork, insurance information, and outstanding balances.

Coordinate with other medical offices, pharmacies, insurance companies, and laboratories regarding referrals and authorizations.

Return missed calls and voicemails promptly.

• Messages & Voicemail Management
  

Check and clear voicemail messages at the beginning of the day and throughout business hours.

Accurately document caller information, including name, callback number, patient date of birth, and reason for calling.

Forward clinical messages to nurses or providers on the same business day, following office protocols.

Document calls and messages in the Electronic Health Record (EHR) or designated communication system.

Maintain and update after-hours voicemail greetings, including holiday and office closure announcements.

• Insurance & Billing Support
  

Respond to general patient questions regarding copays, outstanding balances, and available payment options.

Contact insurance companies to verify patient eligibility and benefits.

Assist with obtaining prior authorizations when required.

Direct complex billing concerns and payment disputes to the appropriate billing department.

Requirements

• Minimum 0-1 years of relevant experience in US healthcare operations, patient coordination, medical administration, or healthcare customer service.
  

• Excellent spoken and written English communication skills.
  

• Strong inbound and outbound calling experience.
  

• Knowledge of appointment scheduling, insurance verification, referrals, and billing coordination.
  

• Familiarity with EHR systems and healthcare documentation.
  

• Strong multitasking, organizational, and problem-solving skills.
  

• Professional telephone etiquette and a patient-centric approach.
  

• Proficiency in basic computer applications, email, and data entry.
  

• Flexibility to work in the US EST shift.