Multi-Function Patient Support Specialist

Multi-Function Patient Support Specialist

Mass Lung & Allergy, PC

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.

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.

• 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.

• 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.

• 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 work spaces 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.

• 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)…