Front Office Specialist - Towne Lake Family Medicine

Wellstar Health System

10h

About The Position

The Front Office Specialist (FOS) provides exceptional customer service to Wellstar patients and customers and supports the operations of the practice. The role includes greeting patients and guests, registering patients at check-in and check-out, answering telephones, scheduling appointments, handling cash, and performing administrative functions. The position requires multitasking and communicating with a variety of customers and contributes to patient experience, employee engagement, and financial goals. The specialist greets patients and guests in person and by telephone in accordance with AIDET principles; answers and directs calls, records messages in the EHR, handles non-clinical processes, schedules appointments, and communicates with patients about delays. The specialist also monitors call queues, responds to voicemails and messages promptly, and works with clinical staff and providers as part of a team. Operational and revenue-cycle work includes registering and scheduling patients, verifying insurance eligibility through Experion, checking patients in, scanning insurance cards and identification into the EHR, and ensuring required paperwork is complete. The role collects co-pays and outstanding balances, manages cash and daily close-out procedures, checks patients out, sets up payment arrangements, schedules follow-up visits, and contacts patients with appointment reminders. Administrative work includes coordinating pharmaceutical representatives, visitors, sample pickups, and other clinic requests. Other duties may be assigned by management.

Requirements

High school diploma or equivalent.
1–2 years of administrative front-office experience in a physician practice or healthcare setting.
Essential computer skills.
Knowledge of insurance filing and requirements.
Strong verbal and written communication skills.
Ability to understand and communicate in verbal and written English.
Positive attitude and ability to work in a team setting.

Nice To Haves

Previous customer service experience.
Medical terminology knowledge, including CPT-4, ICD-9, and HCPCS coding.

Responsibilities

Greet patients and guests warmly in person and by telephone, identifying self and practice in accordance with AIDET principles.
Answer incoming calls, direct callers to appropriate personnel, record messages in the EHR, handle non-clinical processes, and schedule appointments as requested.
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-back 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 co-pays and outstanding balances in accordance with the WMG LD90 cash management policy.
Manage cash allowance, verify the opening balance, ensure accurate change and collections, and 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 subsequent appointments.
Contact patients with appointment reminders.
Coordinate with the clinic regarding pharmaceutical representatives, visitors, sample pickups, and other clinic requests.
Perform other duties as assigned by management.