Front Office Specialist - Digestive Health East Cobb

Wellstar Health System•East Cobb Health Park, GA

About The Position

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

Requirements

High school diploma or GED.
Previous customer service experience.
Two years of administrative front-office experience in a physician practice or healthcare setting is preferred.

Responsibilities

Greet patients and guests warmly in person and by telephone, identify oneself and the practice, and follow AIDET principles.
Answer incoming calls, direct callers 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, manage wait times, and offer callbacks when callers have been on hold too long.
Register and schedule patients, verify insurance eligibility through Experion, check patients in, scan insurance cards and IDs into the EHR, and ensure required paperwork is completed.
Collect co-pays and outstanding balances in accordance with the WMG LD90 cash management policy.
Manage cash allowance, verify opening balance, ensure collections and change are correct, and balance superbills and posting reports with the bank bag at daily close.
Check patients out, collect deductibles or self-pay balances, arrange payment plans when applicable, and schedule follow-up appointments.
Contact patients with appointment reminders.
Coordinate pharmaceutical representatives, visitors, sample pickups, and other clinic requests.
Perform other duties as assigned by management.