JOB SUMMARY:

The Front Office Specialist (FOS) 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 checkout, 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.

REQUIRED MINIMUM EDUCATION:

High school diploma or equivalent. Required

REQUIRED MINIMUM EXPERIENCE:

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

REQUIRED MINIMUM SKILLS:

Computer skills essential.
Medical terminology including coding needed (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 and display a positive attitude while working in a team setting.

Customer Service:

• a. In Adherence to our AIDET principles, the FOS will greet patients and guests in a warm, friendly manner in person or on the telephone, identifying self and practice.
• b. Answering incoming calls; directing to appropriate personnel, taking messages when appropriate within the EHR, handling non-clinical processes, and scheduling patient appointments as requested.
• c. Communicating quickly and often with patients, if there is a delay or wait for patient care.
• d. Working with both clinical staff and providers in a team approach.
• e. Managing 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:
• a. Registering/scheduling 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.
• b. Collecting co-pays and any outstanding balances, adherence to the WMG LD90 cash management policy.
• c. Managing 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.
• d. Checking patients out; collecting any deductibles or self-pay account balances, setting up payment arrangements on balances, and/or scheduling next appointment visits
• e. Contacting patients for appointment reminders Administrative:
• Coordinating with the clinic for pharmaceutical representatives, visitors, sample pick-ups, and other clinic requests
• Other duties as assigned by management.