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Overview

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 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.
  
  

Required for All Jobs

• Performs other duties as assigned
• Complies with all WellStar Health System policies, standards of work, and code of conduct.
  

Qualifications

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