Front Office Specialist

Concentra•Wilkes-Barre, PA

16h

About The Position

The Patient Service Specialist performs complex administrative duties, including patient registration and scheduling, providing excellent customer service to clients, and managing a multi-line phone system. The role requires general knowledge of various systems and procedures and helps ensure that patients receive quality clinical care and a welcoming, respectful experience. The position also performs some medical assistant duties, such as breath alcohol testing, drug screening, and TB skin test readings, when assigned or approved by medical leadership. Duties and responsibilities may change at any time with or without notice. The role requires access to confidential and critical information and ongoing discretion and secure information management.

Requirements

High school diploma or GED.
6 months to 1 year of job-related experience.
Outstanding customer service skills and the ability to interact with people tactfully and professionally.
Ability to make decisions or solve problems using logic to identify key facts, explore alternatives, and propose quality solutions.
Ability to properly handle sensitive and confidential information, including HIPAA and PHI, in accordance with applicable laws and company policies.
Effective communication and interaction with employers, patients, providers, and other employees.
Ability to maintain working relationships with employees at all levels.
Intermediate knowledge of Microsoft Office, including Word, Excel, and Outlook, and ability to enter data into various systems and applications.
Ability to perform all aspects of front office operations.
Drive to achieve or exceed established service standards.

Nice To Haves

Working knowledge of state-specific occupational medicine requirements is preferred.

Responsibilities

Greet patients and visitors.
Communicate wait times to patients and direct them accordingly.
Obtain authorization as needed to process patients for services.
Check in patients using the appropriate patient management system.
Explain required forms to patients and ensure they are completed properly.
Answer incoming telephone calls and direct callers accordingly.
Contact patients about appointment reminders, rescheduling, or cancellations.
Check out patients in the appropriate patient management system and distribute records.
File paperwork, medical records, and correspondence.
Maintain inventory of office supplies and printed forms.
Manage dissemination of paperwork to outside parties, including non-injury and custody and control forms.
Follow HIPAA guidelines and safety rules.
Attend center staff meetings.
Participate in initial and ongoing training as required.
Process patient referrals, including accurate checkout, paperwork processing, patient education, and communication with the Client Support Group.
Assist the Center Operations Director or another leader with daily administrative functions.
Help maintain a neat, clean, and orderly facility.
Use the employer reporting tool to scan and distribute employer results and paperwork.
Review clinician transcriptions and enter applicable charges through the internal charge entry system.
Perform assigned or medically approved duties such as breath alcohol tests, drug screens, and TB skin test reads.