Multi-Function Patient Support Specialist

POSITION SUMMARY

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.

Patient Interaction & Front Office Duties :

• 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 :

Support Across Multiple Departments :

Additional Responsibilities :

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

EDUCATION AND EXPERIENCE

PHYSICAL REQUIRMENTS