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Pain Management & Injury Relief Medical Center Front Desk Coordinator /

Patient Services Representative Job Description Location:

Serra Medical Plaza — 1120 Newbury Rd, Suite 150, Thousand Oaks, CA 91320

Website:

www.paininjuryrelief.com

Department:

Front Office Reports To:

Office Manager /

Practice Administrator Status:

Full-Time, Non-Exempt (Hourly)

Schedule:

Monday-Friday, 8:00 AM - 5:00

PM Pay Scale:

$28.00 - $30.00 per hour, depending on experience About PMIR Pain Management & Injury Relief Medical Center is an established interventional pain and spine practice in Thousand Oaks, serving patients with chronic and injury-related pain. Our providers deliver a full range of interventional treatments — epidural steroid injections, nerve blocks, radiofrequency ablation, kyphoplasty, spinal cord stimulation, ketamine infusion therapy, PRP, and medication management — in a patient-centered, VIP-service environment. Position Summary We are seeking an organized, unflappable Front Desk Coordinator to serve as the first point of contact for our patients. This role owns the full front-office cycle: patient check-in and check-out, point-of-service collections, new patient intake and screening, scheduling, and coordination with referring providers and personal injury attorney offices. The ideal candidate is comfortable with a fast pace, high patient volume, and the specific administrative demands of a controlled-substance and personal-injury caseload. Discretion, accuracy, and a calm, professional manner with patients who are often in significant pain are essential. This is not a siloed position. The Front Desk Coordinator works shoulder to shoulder with a full-time surgery scheduler, back office medical assistants, our mid-level providers, and our physicians. Patients move continuously between the front desk, the clinical area, and the procedure schedule. We are looking for someone who communicates proactively across the whole team rather than working the front desk in isolation. How This Role Works With the Team Full-time surgery scheduler — Procedure and surgery scheduling is owned entirely by the surgery scheduler; the front desk does not participate in that process. The front desk supports it indirectly by routing inbound diagnostic testing to the provider and scheduling the follow-up visit where results are reviewed, and treatment decisions are made. Back office medical assistants — Continuous two-way communication on room readiness, patient flow, wait times, and same-day add-ons. The front desk gives the back office advance notice of new patients, lien patients, and complex intakes; the back office signals when a patient is ready to check out or needs follow-up scheduling before leaving. Mid-level providers (PA-Cs) — Supports medication management and follow-up visit templates, ensures CURES reports and outside records are in the chart before the visit, and routes patient calls, refill requests, and forms to the right provider. Physicians — Protects provider schedules by managing templates accurately, filling cancellations, and escalating scheduling conflicts early. Ensures new patient packets are complete so the physician has what they need at the first visit. Billing and management — Escalates account disputes and lien or attorney issues promptly rather than letting them sit at the front desk.

Essential Duties and Responsibilities:

Patient Check-In and Check-Out Greet and check in patients; verify demographics, insurance, and contact information at every visit Scan insurance cards, photo ID, and required intake and consent forms Verify insurance eligibility and benefits at each visit Monitor digital check-in through Phreesia; assist patients who need help completing forms on a tablet or by phone, and confirm submitted intake data flows correctly into the chart Assist patients with patient portal enrollment and online forms Manage the waiting room and communicate wait times proactively Check patients out, ensure the encounter is closed appropriately, and provide visit summaries, work status notes, or excuse letters as directed by the provider Financial Collections Collect co-pays, co-insurance, deductibles, and outstanding balances at time of service Explain patient financial responsibility clearly and professionally, including self-pay pricing Post payments accurately in Veradigm, issue receipts, and reconcile the cash drawer, Phreesia payments, and daily batch at close Escalate account disputes and payment plan requests to billing per practice policy New Patient Intake and Screening Schedule new patients and complete pre-visit intake, including collection of imaging, prior records, and referral documentation Run a CURES (Controlled Substance Utilization Review and Evaluation System) report on new patients as part of the pre-visit screening packet and route results to the provider for clinical review Maintain active registration as an authorized CURES delegate under the supervising prescriber and comply with all access, use, and confidentiality requirements Flag incomplete intake packets and follow up with patients, referring offices, and attorneys to obtain missing documentation before the appointment Confirm appointments and communicate pre-visit instructions for office visits

Note:

All clinical determinations regarding a patient's appropriateness for treatment are made by the provider. This role gathers and routes the information; it does not make clinical decisions. Scheduling Schedule follow-up visits and medication management appointments in Veradigm in accordance with provider templates and practice scheduling rules Use Weave for appointment confirmations, reminders, and two-way patient messaging; monitor and respond to inbound texts promptly Manage the recall and no-show lists; contact patients to reschedule missed appointments Maintain a waitlist and fill same-day cancellations to protect provider productivity Diagnostic Testing Coordination and Results Follow-Up Receive and route inbound diagnostic testing — MRI, CT, X-ray, EMG/NCV, and lab results — to the ordering provider promptly Liaise with the Mas to ensure that results are attached to the correct chart and available to the provider ahead of the visit Schedule follow-up visits for patients to review test results with the provider within the timeframe the provider specifies Notify the provider when expected results have not arrived in advance of a scheduled follow-up so the visit can be adjusted rather than wasted Personal Injury and Lien Coordination Serve as the front-office liaison for patients being treated under a lien or Letter of Protection Communicate with personal injury attorney offices, case managers, and paralegals regarding treatment status, scheduling, and documentation Obtain and file signed lien agreements, Letters of Protection, and authorizations for release of information before or at the initial visit Track lien patients separately and ensure attorney and case information is current in the chart Route medical records requests, billing ledgers, subpoenas, and deposition notices to the appropriate staff member and track them to completion Verify representation status and notify management of any change in counsel or case settlement Referral Management Monitor and triage inbound referrals received by fax, phone, portal, and direct message from primary care providers, orthopedists, surgeons, and attorney offices Log referrals, confirm insurance eligibility and network status, and contact patients to schedule within practice turnaround standards Communicate scheduling status back to the referring office and maintain referral source records General Front Office Answer, screen, and route a high volume of inbound calls; return voicemails within established timeframes Manage inbound and outbound fax queues, scanning, and document indexing to the correct chart Maintain a clean, orderly, and welcoming reception area Maintain strict patient confidentiality and full HIPAA compliance at all times Perform other front-office duties as assigned QualificationsRequired High school diploma or equivalent Minimum two years of front desk or care coordination experience in a medical office Demonstrated experience with insurance verification and point-of-service collections Proficiency with an EMR/practice management system and standard office software; ability to learn Veradigm, Phreesia, and Weave quickly Strong verbal and written communication skills; professional phone manner Ability to maintain composure and accuracy in a high-volume, interruption-heavy environment Demonstrated ability to work collaboratively with clinical and administrative staff in a team-based practice Working knowledge of HIPAA and patient privacy requirements Preferred Experience in pain management, orthopedics, neurology, spine, or another procedural specialty Prior experience running CURES reports or serving as a registered CURES delegate Experience with personal injury liens, Letters of Protection, and attorney-office coordination Experience with Veradigm practice management and EHR, Phreesia, and Weave is a plus; familiarity with the FollowMyHealth patient portal is also helpful Bilingual English/Spanish Core Competencies Accuracy under pressure — collects the correct amount and captures the correct data the first time Discretion — handles controlled substance records, litigation documents, and sensitive patient information appropriately Follow-through — owns open referrals, records requests, and pending authorizations until they are closed Service orientation — treats patients in pain, and their families, with patience and empathy Team orientation — communicates proactively with the back office, providers, and surgery scheduler; treats a clean handoff as part of the job Boundaries — enforces practice policy on collections, scheduling, and documentation without escalating conflict Physical Requirements and Work Environment Prolonged periods of sitting at a desk and working on a computer Frequent use of telephone, headset, scanner, and multi-function printer Occasional standing, walking, bending, and lifting up to 20 pounds Fast-paced outpatient clinical setting with regular exposure to patients experiencing acute and chronic pain

Compensation and Benefits Pay Scale:

$28.00 - $30.00 per hour, depending on experience Medical insurance Dental insurance Vision insurance Paid time off Paid holidays 401(k) To Apply Apply directly through our Indeed posting. Please include a brief note about your medical front office or care coordination experience. Pain Management & Injury Relief Medical Center is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by federal, state, or local law. We will consider qualified applicants with criminal histories in a manner consistent with the Los Angeles and Ventura County fair chance hiring requirements and California law. This job description is intended to describe the general nature and level of work being performed and is not an exhaustive list of all duties, responsibilities, or requirements.

Pay:

$28.00 - $30.00 per hour Expected hours: 40.0 per week

Benefits:

401(k) Dental insurance Health insurance Paid time off Vision insurance

Work Location:

In person