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). 

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