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Front Office Specialist

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Wellstar Health System

1mo ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Healthcare
  • Marietta

AI generated summary

  • You need a high school diploma, 1-2 years of front office experience, customer service skills, computer proficiency, knowledge of medical terminology and insurance, and strong communication abilities.
  • You will greet patients, manage calls, schedule appointments, verify insurance, handle payments, and communicate delays, ensuring a smooth and friendly front office experience.

Requirements

  • 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
  • Computer Skills Essential.
  • Medical terminology including coding needed (CPT-4, ICD-9, and HCPCS) preferred.
  • Knowledge of insurance filing and requirements.
  • Strong verbal and written communication skills.
  • Must be able to communicate and understand verbal and written English language and display a positive attitude while working in a team setting.

Responsibilities

  • 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.
  • Answering incoming calls; directing to appropriate personnel, taking messages when appropriate within the EHR, handling non-clinical processes, and scheduling patient appointments as requested.
  • Communicating quickly and often with patients, if there is a delay or wait for patient care.
  • Working with both clinical staff and providers in a team approach.
  • 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.
  • 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.
  • Collecting co-pays and any outstanding balances, adherence to the WMG LD90 cash management policy.
  • 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.
  • Checking patients out; collecting any deductibles or self-pay account balances, setting up payment arrangements on balances, and/or scheduling next appointment visits.
  • Contacting patients for appointment reminders.
  • Coordinating with the clinic for pharmaceutical representatives, visitors, sample pick-ups, and other clinic requests.
  • Other duties as assigned by management.

FAQs

What are the main responsibilities of a Front Office Specialist at Wellstar Neurosurgery?

The main responsibilities include greeting patients, registering and scheduling appointments, answering phones, managing cash, coordinating administrative tasks, and ensuring exceptional customer service.

What educational qualifications are required for this position?

A high school diploma or equivalent is required.

Is previous experience required for this role?

Yes, 1-2 years of administrative front office experience in a physician practice or healthcare setting is preferred along with previous customer service experience.

What skills are essential for a Front Office Specialist?

Essential skills include computer proficiency, knowledge of medical terminology and coding, strong verbal and written communication skills, and the ability to work well in a team.

What does AIDET stand for?

AIDET stands for Acknowledge, Introduce, Duration, Explanation, and Thank You, which are principles for delivering excellent customer service.

How does the Front Office Specialist interact with patients regarding their care?

The FOS communicates quickly and often with patients about wait times or delays in care and offers reassurance during their visit.

What kind of cash management responsibilities does the FOS have?

The FOS is responsible for collecting co-pays and outstanding balances, managing cash allowances, ensuring accuracy in transactions, and balancing daily financial reports.

Will the Front Office Specialist coordinate with other staff members?

Yes, the FOS will work closely with both clinical staff and providers in a team approach to facilitate smooth operations.

Are there any specific customer service expectations for this role?

Yes, the FOS must illustrate exceptional customer service, particularly by greeting patients warmly, providing clear communication, and addressing their needs effectively.

Is knowledge of insurance filing necessary for this position?

Yes, knowledge of insurance filing and requirements is preferred for the Front Office Specialist role.

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Wellstar Health System

To enhance the health and well-being of every person we serve.

Science & Healthcare
Industry
10,001+
Employees
1993
Founded Year

Mission & Purpose

At Wellstar Health System, our mission is to enhance the health and well-being of every person we serve. Nationally ranked and locally recognized for our high-quality care, inclusive culture and world-class doctors and caregivers, Wellstar is one of the largest, most integrated healthcare systems in Georgia.