Multi-Function Patient Support Specialist

Mass Lung & Allergy PC•Leominster, MA

20d

About The Position

The Multi-Function Patient Support Specialist at MASS LUNG & ALLERGY (MLA) plays a crucial role in supporting high-quality patient care and customer service across multiple functions in the office. In this role it is expected to perform a wide range of responsibilities, adapting to the needs of various departments to ensure seamless patient experiences. This role requires flexibility, the ability to prioritize, and a proactive "can-do" attitude. The Multi-Function Patient Support Specialist will serve as a key point of contact for patients, internal staff, and external departments, helping to promote a professional and patient-centered environment. Exemplifying discretion, diplomacy, and tact in every interaction is essential to support the organization's mission and values.

Requirements

Excellent verbal and written communication skills.
Problem-solving skills.
High degree of diplomacy and tact when interacting with patients, staff, and external parties.
Beginner to intermediate skills in computing and phone systems.
Willingness to work evenings, weekends, or overtime as needed.
Ability to adapt to different duties and tasks on a daily basis.
Ability to handle multiple tasks simultaneously while working in a fast-paced, high-pressure environment.
Knowledge of "Universal Precautions" and HIPAA standards.
Valid driver's license, car insurance, and MUST be able to travel between office locations as needed.
High school diploma or GED required.

Nice To Haves

Bilingual candidates (English/Spanish or other languages)
Previous experience in a medical office setting.
Familiarity with electronic medical records systems.
Experience working with insurance companies and handling patient referrals.
Experience and effectiveness working with ethnically diverse populations, demonstrating cultural awareness and respect.

Responsibilities

Handle multi-line phone systems, directing calls to the appropriate party or resolving inquiries independently.
Greet patients, verify and update information, collect signatures and documentation, collect payments, and ensure accurate data entry.
Manage patient check-out by scheduling follow-up appointments.
Ensure insurance information, referrals, and PCP details are accurate prior to appointments.
Assist patients with their use of the patient portal (Healow), answering questions and troubleshooting any issues.
Provide new patients with intake forms, office policies, and legally required documents.
Collect payments from patients, ensure accurate documentation of transactions, and follow up on past due balances.
Enter faxes into patients' charts, assigning them to the appropriate staff member or handling them as necessary.
Accurately document patient no-shows according to policy and assist with rescheduling or follow-up as required.
Retrieve and respond to all messages from the clinic's voicemail system.
Manage outgoing mail and ensure proper distribution of incoming documents.
Assist different areas within the practice, including the front office, back office, call center, and billing departments.
Provide support to the Call Center when assigned, assisting with patient scheduling, appointment reminders, and handling large call volumes as needed.
Ensure that the waiting area and personal workspaces are clean, organized, and compliant with safety and quality care standards.
Participate in quality assurance initiatives, including maintaining proper documentation and compliance with clinic protocols.
Attend and actively participate in staff and medical meetings as required.
Serve as a point of contact between different departments (both internal and external) to ensure that patient care is cohesive and well-coordinated.
Perform additional duties as assigned by the Manager, including tasks related to quality assurance, improvement initiatives, or other administrative tasks that support clinic operations.