Front Office Specialist - Columbia County Medical Center
Wellstar Health System
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.
Job description
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.
- Performs other duties as assigned
- Complies with all Wellstar Health System policies, standards of work, and code of conduct.
Requirements
- High School Diploma or GED
- Previous customer service experience is Required
- Computer skills essential
- Knowledge of insurance filing and requirements
- Strong verbal and written communication skills
- 2 years administrative front office experience in a physician practice or health care setting is Preferred
- Medical terminology including coding needed (CPT-4, ICD-9, and HCPCS) preferred
Company overview
Wellstar Health System is one of Georgia's largest and most comprehensive integrated healthcare systems, founded in 1993 and headquartered in Marietta, Georgia. As a non-profit health system, Wellstar operates with a mission to enhance the health and well-being of every person it serves through its PeopleCare approach. The system employs approximately 29,469 to 33,000 team members across multiple hospitals, health parks, medical offices, outpatient centers, pediatric centers, nursing facilities, and hospice and home care services. Wellstar is nationally recognized for operating Georgia's largest integrated trauma network and features the second-largest Emergency Department in the United States. The organization provides more than $1 billion annually in charity care and community programs, demonstrating its commitment to community health. Wellstar has earned numerous accolades including recognition on Fortune's 100 Best Companies to Work For, Best Workplaces in Health Care, and PEOPLE Companies that Care lists. The system embraces innovation through its venture firm Catalyst by Wellstar, which nurtures early-stage healthcare companies, and maintains academic partnerships with institutions like the Medical College of Georgia for caregiver training. With specialties spanning cardiovascular care, oncology, women's health, pediatrics, musculoskeletal services, and numerous other medical disciplines, Wellstar delivers comprehensive healthcare across all stages of life.