Front Office Specialist - Pulmonary Medicine LaGrange

Wellstar Health System•LaGrange, IN

About The Position

The Front Office Specialist (FOS) provides exceptional customer service to Wellstar patients and customers and supports the day-to-day operations of a physician practice. The role includes greeting and registering patients, answering telephones, scheduling appointments, managing cash and payments, and carrying out administrative functions. The position requires multitasking and communication with a range of customers and is important to patient experience, employee engagement, and financial goals. The FOS works in accordance with AIDET principles, collaborating with clinical staff and providers, responding to patient calls and messages, and keeping patients informed about delays. The role also supports the practice’s revenue cycle through patient registration, insurance eligibility checks, collection and accounting of payments, appointment reminders, and check-in and checkout processes. Administrative duties include coordinating clinic requests involving pharmaceutical representatives, visitors, and sample pickups. Other duties may be assigned by management.

Requirements

High school diploma or GED.
Previous customer service experience.
Computer skills.
Knowledge of insurance filing and requirements.
Strong verbal and written communication skills.

Nice To Haves

Two years of administrative front office experience in a physician practice or healthcare setting.
Knowledge of medical terminology, including CPT-4, ICD-9, and HCPCS coding.

Responsibilities

Greet patients and guests warmly in person and by telephone, identifying oneself and the practice in accordance with AIDET principles.
Answer incoming calls, direct them to appropriate personnel, enter messages in the EHR, handle non-clinical processes, and schedule appointments.
Communicate promptly with patients about delays or waits for care.
Work collaboratively with clinical staff and providers.
Monitor call queues, respond to voicemails and messages promptly, and offer callback options when patients have been on hold too long.
Register and schedule patients, verify insurance eligibility through Experion, check patients in, scan insurance cards and identification into the EHR, and ensure required paperwork is completed.
Collect copayments and outstanding balances in accordance with the WMG LD90 cash management policy.
Manage cash allowance, verify opening balances and change, account for collections, and accurately balance superbills or posting reports with the bank bag at daily close.
Check patients out, collect deductibles or self-pay balances, arrange payment plans, and schedule follow-up appointments.
Contact patients with appointment reminders.
Coordinate clinic requests involving pharmaceutical representatives, visitors, and sample pickups.
Perform other duties as assigned and comply with Wellstar policies, standards of work, and code of conduct.