Front Office Specialist - Douglasville Primary Care

Wellstar Health System•Villa Rica, GA

About The Position

The Front Office Specialist (FOS) provides customer service and administrative support for a Wellstar primary care practice. The role includes greeting patients and guests, registering patients at check-in and check-out, answering calls, scheduling appointments, managing cash transactions, and supporting practice operations. The position requires multitasking and communication with patients, customers, clinical staff, and providers, while contributing to patient experience, employee engagement, and financial goals. The FOS follows AIDET principles when interacting with patients, handles incoming calls and messages, communicates about delays, and helps manage call queues. Operational duties include patient registration and scheduling, verifying insurance eligibility, collecting payments, balancing daily cash activity, arranging payment plans, and sending appointment reminders. Administrative duties include coordinating pharmaceutical representatives, visitors, sample pickups, and other clinic requests. The employee also performs other duties as assigned and complies with Wellstar policies, standards of work, and code of conduct.

Requirements

High school diploma or GED.
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; listed as preferred.
Knowledge of medical terminology and coding, including CPT-4, ICD-9, and HCPCS; preferred.

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 complete.
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/posting reports with the bank bag at daily close.
Check patients out, collect deductibles or self-pay balances, arrange payment plans, 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 and comply with Wellstar Health System policies, standards of work, and code of conduct.