The Front Office Specialist (FOS) is responsible for illustrating exceptional customer service and focusing on 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 high-functioning position where the team member must be able to multitask while at the same time communicating with various customers.Responsibilities
Core Responsibilites and Essential Functions
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 visitse. Contacting patients for appointment reminders
Administrative:a. Coordinating with the clinic for pharmaceutical representatives, visitors, sample pick-ups, and other clinic requestsb. Other duties as assigned by management.
Required for All Jobs
Performs other duties as assigned
Complies with all WellStar Health System policies, standards of work, and code of conduct.
Required Minimum Education
High school diploma or equivalent Required
Required Minimum Experience
minimum 2 years administrative front office experience in a physician practice or health care setting Preferred
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.
Required Minimum License(s) and Certification(s)Additional Licenses and Certifications