Front Office Specialist - Primary Care, East Cobb Health Park

Wellstar Health System•East Cobb Health Park, GA

About The Position

The Front Office Specialist (FOS) provides customer service and administrative support for a primary care practice. The role includes greeting and registering patients, handling telephone calls and appointment scheduling, supporting patient check-in and check-out, collecting payments, and performing administrative functions that support practice operations. The position requires multitasking and communicating with patients, customers, clinical staff, and providers. The FOS contributes to patient experience, employee engagement, and financial goals.

Requirements

High school diploma or GED.
Previous customer service experience is required.

Nice To Haves

Two years of administrative front office experience in a physician practice or healthcare setting is 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 as requested.
Communicate promptly with patients about delays or waits for care.
Work collaboratively with clinical staff and providers.
Monitor call wait times and system queues, respond to voicemails and messages promptly, and offer callback options 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 necessary paperwork is completed.
Collect co-pays and outstanding balances in accordance with the WMG LD90 cash management policy.
Manage cash allowance, verify the 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 and self-pay balances; arrange payments on balances; and/or schedule follow-up appointments.
Contact patients with appointment reminders.
Coordinate clinic requests involving pharmaceutical representatives, visitors, and sample pickups.
Perform other duties as assigned by management.