Front Office Specialist at Cobb Gen Surg/Trauma/Bariatrics VHP

Job Summary: 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 administrative 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 Responsibilities and Essential Functions:

• Customer Service:
• 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
• Operations/Revenue Cycle: 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
• Administrative: Coordinating with the clinic for pharmaceutical representatives, visitors, sample pick-ups, and other clinic requests
• Other duties as assigned by management
• Complies with all WellStar Health System policies, standards of work, and code of conduct. Required Minimum Education:
• High School Diploma / GED General
• Required Minimum License(s) and Certification(s):All certifications are required upon hire unless otherwise stated.
• Additional License(s) and Certification(s):Required Minimum Experience:1-2 years administrative front office experience in a physician practice or health care setting Preferred and Previous customer service experience Required
• Required Minimum Skills: