Overview

How would you like to work in a place where your contributions and ideas are valued? A place where you can serve with compassion, pursue excellence and honor every voice? At Wellstar, our mission is simple, yet powerful: to enhance the health and well-being of every person we serve. We are proud to have become a shining example of what's possible when the brightest professionals dedicate themselves to making a difference in the healthcare industry, and in people's lives.

Location: 

Responsibilities

The Front Office Specialist (FOS) is responsible for illustrating exceptional customer service and focus to Wellstar’s patients and customers. This includes greeting customers, registering patients at check-in and check out, answering telephones, scheduling appointments, cash management, and/or adiminstrative functions that support the practice’s operations. The FOS is an important team member in achieving patient experience, employee engagement, and financial goals. This position is considered a highly functioning position where the team member must be able to multi-task while at the same time communicate with various customers.

Core Responsibilites and Essential Functions

• Customer Service:
  * a. In Adherence to our AIDET principles, the FOS will greet patients and guests in a warm, friendly manner in person or on the telephone; identifying self and practice.
  * b. Answering incoming calls; directing to appropriate personnel, taking messages when appropriate within the EHR, handling non-clinical processes, and scheduling patient appointments as requested.
  * c. Communicating quickly and often with patients, if there is a delay or wait for patient care.
  * d. Working with both clinical staff and providers in a team approach.
  * e. Managing patient call wait times; being alert to queues in the system, responding to voicemails and messages timely, offer options to call patients back, if they are on hold too long
  
  
• Operations/Revenue Cycle:
  * a. Registering/scheduling patients for appointments; ensuring patient insurance eligibility through Experion, checking in patients, scanning insurance cards and ID into the EHR, and ensuring completion of all necessary paperwork.
  * b. Collecting co-pays and any outstanding balances, adherence to the WMG LD90 cash management policy.
  * c. Managing cash allowance; verifying opening balance, ensuring all correct change and collections are made and accounted for, accurately balancing superbills/posting report with bank bag for each daily close.
  * d. Checking patients out; collecting any deductibles or self pay account balances, setting up payment arrangements on balances, and/or scheduling next appointment visits
  * e. Contacting patients for appointment reminders
  
  
• Administrative:
  * Coordinating with the clinic for pharmaceutical representatives, visitors, sample pick-ups, and other clinic requests
  * Other duties as assigned by management.
  
  

Qualifications

Required Minimum Qualifications:

• High school diploma or equivalent. Required
• 1-2 years administrative front office experience in a physician practice or health care setting Preferred
• Previous customer service experience Required