Front Office Specialist

About the role

The Front Office Specialist is responsible for illustrating exceptional customer service and focus to WellStar's patients and customers. This includes greeting customers, registering patients at check-in and check out, answering telephones, scheduling appointments, cash management, and/or administrative functions that support the practice's operations. The FOS is an important team member in achieving patient experience, employee engagement, and financial goals. This position is considered a highly functioning position where the team member must be able to multi-task while at the same time communicate with various customers.

Core Responsibilities

Customer Service:

• In adherence to AIDET principles, greet patients and guests in a warm, friendly manner in person or on the telephone; identifying self and practice
• Answer incoming calls; directing to appropriate personnel, taking messages when appropriate within the EHR, handling non-clinical processes, and scheduling patient appointments as requested
• Communicate quickly and often with patients, if there is a delay or wait for patient care
• Work with both clinical staff and providers in a team approach
• Manage patient call wait times; being alert to queues in the system, responding to voicemails and messages timely, offer options to call patients back if they are on hold too long

Operations/Revenue Cycle:

• Register/schedule patients for appointments; ensuring patient insurance eligibility through Experion, checking in patients, scanning insurance cards and ID into the EHR, and ensuring completion of all necessary paperwork
• Collect co-pays and any outstanding balances, adherence to the WMG LD90 cash management policy
• Manage cash allowance; verifying opening balance, ensuring all correct change and collections are made and accounted for, accurately balancing superbills/posting report with bank bag for each daily close
• Check patients out; collecting any deductibles or self pay account balances, setting up payment arrangements on balances, and/or scheduling next appointment visits
• Contact patients for appointment reminders

Administrative:

• Coordinate with the clinic for pharmaceutical representatives, visitors, sample pick-ups, and other clinic requests
• Other duties as assigned by management

Qualifications

Education:

• High School Diploma / GED

Experience:

• 1-2 years administrative front office experience in a physician practice or health care setting (Preferred)
• Previous customer service experience (Required)

Skills

• Computer skills essential
• Medical terminology including coding (CPT-4, ICD-9, and HCPCS) preferred
• Knowledge of insurance filing and requirements
• Strong verbal and written communication skills
• Must be able to communicate and understand verbal and written English language
• Display a positive attitude while working in a team setting