Position Summary

Under the supervision of the Chief Operating Officer (COO), the Administrative Specialist: Patient Services serves as a primary point of contact for patients, providers, and internal team members. This role supports day-to-day patient service operations, including scheduling, patient communication, payment collection, records follow-up, and coordination of appointment-related needs. The position requires professionalism, confidentiality, strong organization, and the ability to provide calm, courteous support in a busy healthcare environment.

The duties below are intended to provide a representative summary of the major responsibilities of the position and are not intended to be a complete list of every duty that may be assigned.

Essential Job Responsibilities

• Welcome patients and support a professional, respectful, and calm front-office experience.
• Answer phones, route calls appropriately, and respond to basic patient and provider requests in a timely manner.
• Schedule follow-up appointments and assist with appointment-related communication.
• Assist patients and providers with post-appointment paperwork and other required forms.
• Collect patient payments, including copays, coinsurance, and basic past-due balances, consistent with FHW procedures.
• Track and follow up on lab, EKG, and other provider-directed orders as assigned.
• Follow up on records requested by FHW providers and document status updates as needed.
• Maintain accurate documentation in applicable scheduling, billing, EHR, and communication systems.
• Protect patient privacy and follow HIPAA, confidentiality, and FHW privacy/security policies at all times.
• Support team organization, communication, and workflow coordination.
• Stay current on required FHW training, policies, procedures, and software systems.
• Contribute to team goals by completing related tasks and projects as assigned.
• Perform other duties as assigned by management.

Schedule and Work Hours

This position’s regular schedule will be arranged between the supervisor and employee based on business need. The primary function of the role will occur during standard business days and hours, generally Monday through Thursday between 12:30 p.m. and 5:30 p.m., unless otherwise approved by management.

The employee may be offered the option to work some weekend days or holidays. When applicable and approved in advance, weekend or holiday work will be paid according to FHW policy and applicable wage and hour requirements.

Required Skills and Qualifications

• Excellent time management skills and ability to prioritize work.
• Excellent written and verbal communication skills.
• Excellent time management skills and ability to prioritize work.
• Excellent written and verbal communication skills.
• Strong attention to detail and focus on accuracy and quality control.
• Ability to stay organized and manage multiple priorities in a fast-paced environment.
• Professional, courteous, and patient-centered customer service skills.
• Ability to use good judgment, discretion, tact, and diplomacy.
• Ability to work both independently and as part of a team.
• Ability to learn new tools, systems, and processes quickly.
• Skill in communicating with distressed, frustrated, or upset patients while maintaining professionalism and appropriate boundaries.
• Working knowledge of office equipment such as phones, printers, scanners, and fax systems.
• Working knowledge of Microsoft Office applications, Adobe Acrobat, and applicable scheduling, billing, EHR, or communication software, or the ability to learn them.
• Knowledge of medical office systems, procedures, and patient-service workflows preferred.

Education and Experience Requirements

• High school diploma or GED equivalent required.
• Prior administrative, medical office, customer service, scheduling, or healthcare experience preferred.
• Experience handling confidential information preferred.

Compliance and Confidentiality

This position may involve access to protected health information, confidential business information, and sensitive patient communications. The employee is expected to follow all FHW policies, HIPAA requirements, privacy and security procedures, and any applicable state or federal confidentiality requirements. Failure to maintain confidentiality or follow privacy/security expectations may result in corrective action, up to and including termination.

Working Conditions and Physical Requirements

• Must be able to perform work in a profes