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, greet patients and guests in a warm, friendly manner in person or on the telephone; identifying self and practice.
Answer incoming calls; direct to appropriate personnel, take messages when appropriate within the EHR, handle non-clinical processes, and schedule patient appointments as requested.
Communicate quickly and often with patients if there is a delay or wait for patient care.
Work with both clinical staff and providers in a team approach.
Manage patient call wait times; be alert to queues in the system, respond to voicemails and messages timely, offer options to call patients back if they are on hold too long.

Operations/Revenue Cycle

Register/schedule patients for appointments; ensure patient insurance eligibility through Experion, check in patients, scan insurance cards and ID into the EHR, and ensure completion of all necessary paperwork.
Collect co-pays and any outstanding balances, adherence to the WMG LD90 cash management policy.
Manage cash allowance; verify opening balance, ensure all correct change and collections are made and accounted for, accurately balance superbills/posting report with bank bag for each daily close.
Check patients out; collect any deductibles or self-pay account balances, set up payment arrangements on balances, and/or schedule next appointment visits.
Contact patients for appointment reminders.

Administrative

Coordinate with the clinic for pharmaceutical representatives, visitors, sample pick-ups, and other clinic requests.
Other duties as assigned by management.

Requirements

High school diploma or equivalent
2 years administrative front office experience in a physician practice or health care setting
Previous customer service experience

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.