Front Office Specialist - Douglasville Orthopedic & Sports Medicine

5000 Wellstar Medical Group, LLC•Marietta, GA

About The Position

The Front Office Specialist (FOS) provides exceptional customer service to Wellstar patients and customers while supporting the practice’s daily operations. The role includes greeting patients, registering them at check-in and check-out, answering and routing telephone calls, scheduling appointments, collecting payments, and performing administrative functions. The FOS contributes to patient experience, employee engagement, and financial goals, and must be able to multitask and communicate with a range of customers. The position works with patients, clinical staff, and providers to support customer service, practice operations, and revenue-cycle processes. Duties include timely communication about care delays, managing phone queues and messages, confirming insurance eligibility, collecting and balancing payments, and coordinating clinic requests.

Requirements

High school diploma.
Previous customer service experience.
Computer skills.
Medical terminology, including CPT-4, ICD-9, and HCPCS coding.
Knowledge of insurance filing and requirements.
Strong verbal and written communication skills.
Ability to communicate and understand spoken and written English.
Ability to display a positive attitude while working in a team setting.

Nice To Haves

1–2 years of administrative front office experience in a physician practice or healthcare setting.

Responsibilities

Greet patients and guests warmly in person and by telephone, identify yourself and the practice, and follow 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 in a timely manner, and offer call-backs when callers are 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 allowances, verify opening balances, ensure collections and change are accurate, and balance superbills and posting reports against 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 clinic arrangements for pharmaceutical representatives, visitors, sample pickups, and other requests.
Perform other duties as assigned by management.