Front Office Specialist in Franklin, Tennessee at Franklin Dermatology Group

Job Summary

The Front Office Specialist is a key member of the dermatology practice, serving as the first and last point of contact for patients receiving both medical and cosmetic dermatologic services. This role is responsible for delivering exceptional patient experiences while managing front desk operations, including patient check-in and check-out, insurance verification, appointment scheduling, payment collection, and phone management.

Duties and Responsibilities

Patient Check-In and Check-Out

• Welcome medical and cosmetic patients in a friendly, professional manner
• Verify and update demographics, insurance information, and required documentation
• Obtain insurance cards, photo IDs, and signed consent forms
• Schedule follow-up medical visits or cosmetic treatments before patient departure
• Verify insurance eligibility for medical dermatology services
• Identify non-participating insurance plans or out-of-network plans and inform patients and physicians regarding options, including but not limited to cancelling appointments
• Collect copays, deductibles, coinsurance, outstanding balances, and cosmetic service payments at time of service
• Collect deposits for cosmetic consultations or treatments when applicable
• Accurately post payments and issue receipts
• Explain differences between insurance-covered services and self-pay cosmetic treatments in a clear, patient-friendly way
• Communicate billing or insurance concerns to the billing team as needed
• Schedule medical and cosmetic appointments in accordance with provider availability and established template guidelines
• Coordinate scheduling to ensure appropriate visit types, time allotments, and provider availability
• Confirm, reschedule, and cancel appointments as needed

Phone & Patient Communication

• Answer incoming calls promptly and courteously
• Appropriately direct calls and schedule patient appointments. This includes verifying appropriate information and following template guidelines
• Respond to appointment requests, general inquiries, and cosmetic service questions
• Communicate clearly regarding preparation, pricing policies, deposits, and cancellation guidelines
• Route clinical or billing questions to appropriate staff members

Front Office & Practice Support

• Maintain a clean, organized, and welcoming reception area appropriate for a medical and cosmetic setting
• Prepare documents for scanning into electronic medical record.
• Protect patient confidentiality and comply with HIPAA regulations
• Assist with administrative duties such as scanning documents, managing electronic records, and daily front desk workflows
• Work collaboratively with clinical, cosmetic, and administrative teams to ensure efficient patient flow and positive patient experience
• Perform other duties and responsibilities as assigned by management

Skills and Abilities

• Strong verbal and written communication skills with the ability to explain services confidently and compassionately
• Excellent customer service skills.
• Demonstrates receptiveness to feedback and applies guidance to enhance performance
• Maintains reliable attendance and punctuality
• Utilizes problem-solving and decision-making skills consistent with scope of practice
• Adheres to ethical, legal, and professional standards, including patient confidentiality
• Excellent interpersonal, negotiation, and conflict resolution skills.
• Exhibits attention to detail and strong organizational skills
• Ability to multitask and maintain professionalism in a fast-paced environment
• Excellent time management skills with a proven ability to meet deadlines.
• Commits to teamwork and professional collaboration with coworkers, management, and patients.

Education and Experience

• Requires a high school diploma or equivalent
• Requires 2 years of experience in a medical or cosmetic office setting
• Customer service experience preferred
• Experience with Microsoft Office Suite preferred
• Experience with general office equipment (faxes, copies, scanners, etc.)
• Experience with electronic medical records (EMR/EHR) systems preferred
• Knowledge of medical insurance processes and comfort discussing self-pay cosmetic services preferred

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Ability to sit or stand for extended periods
• Requires sufficient manual dexterity and hand-eye coordination to operate a computer, keyboard, mouse, and other standard office equipment with accuracy and efficiency for extended periods of time.
• Ability to work in a fast-paced clinical environment
• Occasional lifting of office supplies (up to 25 lbs.)