Front Office Specialist - Internal Medicine Dallas

Wellstar Health System•Dallas, TX

About The Position

The Front Office Specialist (FOS) provides customer service to Wellstar patients and customers and supports the daily operations of the practice. The role involves greeting and registering patients, answering and directing telephone calls, scheduling appointments, managing payments, and performing administrative functions. The FOS is expected to multitask and communicate with patients, clinical staff, providers, and other customers while supporting patient experience, employee engagement, and financial goals. The position is based in Internal Medicine in Dallas and works the day shift. It requires a high school diploma or GED and prior customer service experience. Two years of administrative front-office experience in a physician practice or healthcare setting is preferred.

Requirements

High school diploma or GED.
Previous customer service experience.
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.
Knowledge of medical terminology, including CPT-4, ICD-9, and HCPCS coding.
Knowledge of insurance filing and requirements.

Nice To Haves

Two years of administrative front-office experience in a physician practice or healthcare setting.

Responsibilities

Greet patients and guests warmly in person and over the 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 patient call queues, respond to voicemails and messages in a timely manner, 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 balances, ensure collections and change are correct, and balance superbills or posting reports with the bank bag at daily close.
Check patients out, collect deductibles or self-pay balances, arrange payments, and schedule follow-up appointments.
Contact patients with appointment reminders.
Coordinate clinic requests involving pharmaceutical representatives, visitors, and sample pickups.
Perform other duties as assigned and comply with Wellstar Health System policies, standards of work, and code of conduct.