The Multi-Function Patient Support Specialist at MASS LUNG & ALLERGY (MLA) plays a crucial role in supporting high-quality patient care and customer service across multiple functions in the office. In this role it is expected to perform a wide range of responsibilities, adapting to the needs of various departments to ensure seamless patient experiences. This role requires flexibility, the ability to prioritize, and a proactive "can-do" attitude. The Multi-Function Patient Support Specialist will serve as a key point of contact for patients, internal staff, and external departments, helping to promote a professional and patient-centered environment. Exemplifying discretion, diplomacy, and tact in every interaction is essential to support the organization's mission and values.
DUTIES AND RESPONSIBILITIES
The Multi-Function Patient Support Specialist is responsible for supporting a wide range of tasks, from front office operations to patient services and administrative duties. The position requires flexibility to cover multiple areas and departments within MLA, including the front desk, call center, and back-office administrative tasks.
- Phone and Communication Management: Handle multi-line phone systems, directing calls to the appropriate party or resolving inquiries independently, demonstrating problem-solving and customer service skills.
- Patient Check-in/Check-out: Greet patients upon arrival, verify and update insurance and personal information, collect necessary signatures and documentation, collect payments (co-pays, balances, self-pay). and ensure accurate data entry. Manage patient check-out by scheduling follow-up appointments.
- Insurance and Referrals: Ensure insurance information, referrals, and PCP details are accurate prior to appointments. Contact patients to resolve missing or incorrect information before scheduled visits, coordinating closely with external offices when needed.
- Patient Guidance: Assist patients with their use of the patient portal (Healow), answering questions and troubleshooting any issues related to their online account or medical records access.
- New Patient Intake: Provide new patients with intake forms, office policies, and legally required documents. Ensure all forms are completed and properly filed in the patient's chart.
- Payment Processing: Collect payments from patients, ensure accurate documentation of transactions, and follow up on past due balances.
Administrative Support and Back-Office Duties:
- Fax and Document Management: Enter faxes (from both the copier and eCW) into patients' charts, assigning them to the appropriate staff member or handling them as necessary.
- No-Show Documentation: Accurately document patient no-shows according to policy and assist with rescheduling or follow-up as required.
- Voicemail Management: Retrieve and respond to all messages from the clinic's voicemail system, ensuring timely and appropriate follow-up with patients or staff.
- Mail Processing: Manage outgoing mail in the mornings and ensure proper distribution of incoming documents.
Support Across Multiple Departments:
- Float Across Departments: Regularly assigned to assist different areas within the practice, including the front office, back office, call center, and billing departments, depending on the needs of the day. This flexibility ensures a smooth workflow and exceptional patient care.
- Call Center Support: Provide support to the Call Center when assigned, assisting with patient scheduling, appointment reminders, and handling large call volumes as needed.
- Clean and Organized Workspace: Ensure that the waiting area and personal workspaces are clean, organized, and compliant with safety and quality care standards.
- Quality Assurance: Participate in quality assurance initiatives, including maintaining proper documentation and compliance with clinic protocols.
Additional Responsibilities:
- Meeting Participation: Attend and actively participate in staff and medical meetings as required, staying up to date on practice policies and procedures.
- Cross-Departmental Collaboration: Serve as a point of contact between different departments (both internal and external) to ensure that patient care is cohesive and well-coordinated.
Other Duties: Perform additional duties as assigned by the Manager, including tasks related to quality assurance, improvement initiatives, or other administrative tasks that support clinic operations.
QUALIFICATIONS
- Communication & Problem-Solving: Excellent verbal and written communication skills are essential, with the ability to handle patient inquiries and document medical information accurately. Problem-solving skills are critical, particularly when managing patient needs and coordinating with multiple departments.
- Customer Service: Must demonstrate a high degree of diplomacy and tact when interacting with patients, staff, and external parties, ensuring that the patient's experience is positive and respectful.
- Technical Skills: Beginner to intermediate skills in computing and phone systems are required, particularly in managing electronic medical records (EMR) and multi-line phone systems.
- Flexibility: Willingness to work evenings, weekends, or overtime as needed. Ability to adapt to different duties and tasks on a daily basis is essential.
- Multi-tasking & Stress Management: Ability to handle multiple tasks simultaneously while working in a fast-paced, high-pressure environment, remaining calm and focused.
- Cultural Sensitivity: Experience and effectiveness working with ethnically diverse populations, demonstrating cultural awareness and respect.
- Professionalism: Knowledge of "Universal Precautions" and HIPAA standards, always ensuring patient confidentiality and professional behavior.
- Bilingual Preferred: Bilingual candidates (English/Spanish or other languages) are strongly preferred, as this enhances patient communication and care.
- Valid Driver's License: Must have a valid driver's license, car insurance, and the ability to travel between office locations as needed.
EDUCATION AND EXPERIENCE
- Education: High school diploma or GED required.
- Experience: Previous experience in a medical office setting is highly desirable, particularly in roles involving patient communication, insurance verification, and administrative support.
- EMR Experience: Familiarity with electronic medical records systems is preferred, as this is a key component of daily responsibilities.
- Insurance and Referrals: Experience working with insurance companies and handling patient referrals is also highly preferred.
PHYSICAL REQUIRMENTS
- Mobility: Ability to stand, walk, sit, and move around the office for extended periods.
- Lifting: Occasionally lift and move up to 25 lbs. for handling office equipment, files, or assisting patients.
- Visual and Auditory: Must possess good hand-eye coordination and auditory skills to handle office equipment, manage phone systems, and ensure patient safety.
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