6129- Front Office Specialist - Float

Wellstar Health System

About The Position

The Front Office Specialist (FOS) provides exceptional customer service to Wellstar patients and customers and supports the practice’s day-to-day operations. The role includes greeting patients, registering them at check-in and check-out, answering telephones, scheduling appointments, handling cash, and performing administrative functions. The position requires multitasking and communication with a range of customers and team members, and contributes to patient experience, employee engagement, and financial goals.

Requirements

High school diploma or GED.
At least 1 year of administrative front-office experience in a physician practice or healthcare setting.
At least 1 year of previous customer-service experience.
Essential computer skills.
Knowledge of insurance filing and requirements.
Strong verbal and written communication skills.
Ability to communicate and understand verbal and written English and maintain a positive attitude while working in a team setting.

Nice To Haves

Knowledge of medical terminology, including coding such as CPT-4, ICD-9, and HCPCS, is preferred.

Responsibilities

Greet patients and guests warmly in person and by telephone, following AIDET principles and identifying oneself and the practice.
Answer incoming calls, direct calls to appropriate personnel, take messages in the EHR when appropriate, 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 call-backs when callers 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 complete.
Collect co-pays and outstanding balances in accordance with the WMG LD90 cash management policy.
Manage cash allowance, verify opening balance, provide correct change, account for collections, and accurately balance superbills/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 pick-ups.
Perform other duties as assigned by management and comply with Wellstar Health System policies, standards of work, and code of conduct.