Multi-Function Patient Support Specialist

About the role

The Multi-Function Patient Support Specialist at MASS LUNG & ALLERGY (MLA) supports high-quality patient care and customer service across multiple functions in the office. Key responsibilities include phone and communication management, patient check-in/check-out, insurance and referral management, patient guidance, new patient intake, payment processing, administrative support, and float across departments.

Responsibilities

• Phone and Communication Management: Handle multi-line phone systems, direct calls, and resolve inquiries.
• Patient Interaction & Front Office Duties: Greet patients, verify and update insurance and personal information, collect payments, ensure accurate data entry, schedule follow-up appointments, ensure insurance information and referrals are accurate, assist with patient portal usage, provide new patient intake, and process payments.
• Administrative Support and Back-Office Duties: Enter faxes into patients' charts, document no-shows, retrieve and respond to voicemails, manage outgoing mail, and perform other administrative tasks.
• Support Across Multiple Departments: Assist in different areas such as the front office, back office, call center, and billing departments, providing call center support, maintaining a clean workspace, participating in quality assurance initiatives, and performing additional duties as assigned.
• Additional Responsibilities: Attend and participate in staff and medical meetings, serve as a point of contact between departments, and perform cross-departmental collaboration.

Qualifications

• Communication & Problem-Solving: Excellent verbal and written communication skills, strong problem-solving abilities, and the ability to handle patient inquiries and document medical information accurately.
• Customer Service: Demonstrates a high degree of diplomacy and tact, ensuring a positive and respectful patient experience.
• Technical Skills: Beginner to intermediate skills in computing and phone systems, particularly in managing electronic medical records (EMR) and multi-line phone systems.
• Flexibility: Willingness to work evenings, weekends, or overtime, and adapt to different duties and tasks.
• Multi-tasking & Stress Management: Ability to handle multiple tasks simultaneously in a fast-paced, high-pressure environment.
• Cultural Sensitivity: Experience and effectiveness working with ethnically diverse populations, demonstrating cultural awareness and respect.
• Professionalism: Knowledge of "Universal Precautions" and HIPAA standards, ensuring patient confidentiality and professional behavior.
• Bilingual Preferred: Bilingual candidates (English/Spanish or other languages) are strongly preferred.
• Physical Requirements: Mobility, occasional lifting up to 25 lbs., visual and auditory skills.

Education and Experience

• Education: High school diploma or GED required.
• Experience: Previous experience in a medical office setting, particularly in roles involving patient communication, insurance verification, and administrative support, is highly desirable.
• EMR Experience: Familiarity with electronic medical records systems is preferred.
• Insurance and Referrals: Experience working with insurance companies and handling patient referrals is also highly preferred.