Multi-Function Patient Support Specialist
Listed on 2026-01-08
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Administrative/Clerical
Healthcare Administration, Medical Receptionist -
Healthcare
Healthcare Administration, Medical Receptionist
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.
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 DutiesHandle multi-line phone systems, directing calls to the appropriate party or resolving inquiries independently, demonstrating problem-solving and customer service skills.
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.
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.
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.
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.
Collect payments from patients, ensure accurate documentation of transactions, and follow up on past due balances.
Enter faxes (from both the copier and eCW) into patients’ charts, assigning them to the appropriate staff member or handling them as necessary.
Accurately document patient no-shows according to policy and assist with rescheduling or follow-up as required.
Retrieve and respond to all messages from the clinic’s voicemail system, ensuring timely and appropriate follow-up with patients or staff.
Manage outgoing mail in the mornings and ensure proper distribution of incoming documents.
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.
Provide support to the Call Center when assigned, assisting with patient scheduling, appointment reminders, and handling large call volumes as needed.
Ensure that the waiting area and personal work spaces are clean, organized, and compliant with safety and quality care standards.
Participate in quality assurance initiatives, including maintaining proper documentation and compliance with clinic protocols.
Attend and actively participate in staff and medical meetings as required, staying up to date on practice policies and procedures.
Collaboration:
Serve as a point of contact between different departments (both…
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