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).

Key Responsibilities

Patient Interaction & Front Office
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

Administrative & Back-Office Support
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

Cross-Department Support
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 workspaces and waiting areas
Collaborate with internal and external departments to ensure coordinated patient care

Additional Responsibilities
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

Qualifications
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

Education & Experience
High school diploma or GED required
Prior medical office or patient-facing experience preferred
EMR experience preferred
Insurance and referral knowledge helpful