Front Office Specialist - Marietta Primary Care

5000 Wellstar Medical Group, LLC•Mableton, 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 communicating with a variety of customers while contributing to patient experience, employee engagement, and financial goals. The FOS works in accordance with AIDET principles, collaborates with clinical staff and providers, manages calls and messages, keeps patients informed of delays, verifies insurance eligibility, processes patient payments, balances daily cash collections, and coordinates clinic requests.

Requirements

High school diploma or equivalent.
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 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, manage patient call wait times, respond to voicemails and messages in a timely manner, and offer call-backs 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 complete.
Collect co-pays and outstanding balances in accordance with the WMG LD90 cash management policy.
Manage cash allowance, verify opening balance, ensure correct change and collections, and accurately balance superbills/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 pick-ups, and other clinic requests.
Perform other duties as assigned by management.