About the position
The Front Office Specialist (FOS) at Wellstar KenMar Pediatrics is a pivotal role that emphasizes exceptional customer service and operational efficiency within the pediatric practice. This position is responsible for greeting patients and their families, registering them at check-in and check-out, and managing various administrative tasks that support the practice's operations. The FOS serves as the first point of contact for patients, ensuring a welcoming and professional environment. This role requires a high level of multitasking ability, as the FOS must communicate effectively with patients, clinical staff, and providers while managing a variety of responsibilities simultaneously. In addition to customer service, the FOS is tasked with operational and revenue cycle responsibilities. This includes registering and scheduling patients for appointments, verifying insurance eligibility, collecting co-pays and outstanding balances, and ensuring all necessary paperwork is completed accurately. The FOS must adhere to cash management policies, manage cash allowances, and ensure accurate financial reporting at the end of each day. Furthermore, the role involves administrative duties such as coordinating with pharmaceutical representatives and handling other clinic requests as assigned by management. The Front Office Specialist plays a crucial role in achieving the practice's goals related to patient experience, employee engagement, and financial performance. The ideal candidate will possess strong communication skills, a positive attitude, and the ability to work effectively in a team-oriented environment. This position is full-time and operates during day shifts, providing a stable work schedule for those looking to contribute to a dynamic healthcare setting.
Responsibilities
- Greet patients and guests warmly in person or on the telephone, identifying self and practice.
- Answer incoming calls, directing them to appropriate personnel, taking messages, and scheduling patient appointments as requested.
- Communicate promptly with patients regarding any delays or wait times for care.
- Collaborate with clinical staff and providers in a team approach to enhance patient experience.
- Manage patient call wait times and respond to voicemails and messages in a timely manner.
- Register and schedule patients for appointments, ensuring insurance eligibility and completion of necessary paperwork.
- Collect co-pays and outstanding balances, adhering to cash management policies.
- Verify opening cash balance, ensure correct change and collections, and accurately balance financial reports at the end of the day.
- Check patients out, collect deductibles or self-pay balances, and schedule follow-up appointments as needed.
- Contact patients for appointment reminders and coordinate with clinic for pharmaceutical representatives and other requests.
Requirements
- High School Diploma or GED required.
- 1-2 years of administrative front office experience in a physician practice or healthcare setting required.
- Customer service experience preferred.
- Strong computer skills essential for managing electronic health records and scheduling systems.
- Knowledge of medical terminology including coding (CPT-4, ICD-9, HCPCS) preferred.
- Familiarity with insurance filing and requirements is necessary.
- Strong verbal and written communication skills, with the ability to communicate effectively in English.
Nice-to-haves
- Experience in a pediatric healthcare setting.
- Bilingual skills in addition to English.
