Front Office Specialist - Infectious Disease - Marietta, GA

Wellstar Health System•Marietta, GA

About The Position

The Front Office Specialist (FOS) provides customer service to Wellstar patients and customers and supports the day-to-day operations of an infectious disease practice. The role greets and registers patients, answers telephones, schedules appointments, manages cash and performs administrative functions. It requires multitasking and communication with a variety of customers and contributes to patient experience, employee engagement and financial goals. The specialist works with clinical staff and providers to support patient care, manage calls and messages, communicate delays, and complete registration and revenue-cycle activities. Administrative coordination includes supporting clinic requests and coordinating pharmaceutical representatives, visitors and sample pickups. The position also performs other duties as assigned and complies with Wellstar Health System policies, standards of work and code of conduct.

Requirements

High school diploma.
1–2 years of administrative front office experience in a physician practice or healthcare setting.
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 and coding, including CPT-4, ICD-9 and HCPCS.

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 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, 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 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 opening balance, provide correct change, account for collections, and balance superbills or posting reports with the bank bag at daily close.
Check patients out, collect deductibles or self-pay balances, arrange payments on balances, 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.
Comply with Wellstar Health System policies, standards of work and code of conduct.