Multi-Function Patient Support Specialist

Position Summary

Mass Lung & Allergy is seeking a flexible, organized, and service-focused Multi-Function Patient Support Specialist to support front office, call center, and administrative operations. This role plays a key part in ensuring smooth daily workflow and a positive patient experience by assisting across multiple departments as needed.

The ideal candidate is adaptable, detail-oriented, and comfortable multitasking in a fast-paced healthcare environment while maintaining professionalism, discretion, and strong customer service.

Schedule:

Full-time, Monday through Friday, 8:00 AM – 4:30 PM (no nights or weekends).

• Answer multi-line phones, assist callers, and route inquiries appropriately
• Greet patients, check them in/out, verify insurance and demographic information
• Schedule and confirm appointments, including follow-ups
• Collect co-pays, balances, and self-pay payments
• Contact patients regarding missing or incorrect information prior to visits
• Assist patients with portal (Healow), forms, and general questions
• Support new patient intake and ensure required documentation is completed

• Process faxes and documentation into EMR and route appropriately
• Retrieve and respond to voicemail messages in a timely manner
• Document no-shows and assist with rescheduling as needed
• Manage outgoing mail and document distribution
• Maintain accurate documentation and support quality/compliance standards

• Float between front desk, call center, back office, and billing as assigned
• Assist Call Center with scheduling, reminders, and high call volume support
• Maintain clean, organized work spaces and waiting areas
• Collaborate with internal and external departments to ensure coordinated patient care

• Participate in staff meetings and stay current on practice procedures
• Support quality improvement and administrative initiatives as assigned
• Perform additional duties as needed to support clinic operations and patient care

• Strong communication, customer service, and problem-solving skills
• Organized, detail-oriented, and able to multitask effectively
• Comfortable using computers, EMR systems, and multi-line phones
• Flexible and adaptable to changing daily responsibilities
• Professional, dependable, and team-oriented
• Ability to work in a fast-paced environment while maintaining accuracy
• Commitment to HIPAA, confidentiality, and professionalism
• Bilingual candidates strongly encouraged to apply
• Valid driver’s license and ability to travel between MLA locations as required

High school diploma or GED required

Prior medical office or patient-facing experience preferred

Insurance and referral knowledge helpful