Appointment / Therapy Coordinator

About the role

This team-oriented position is responsible for answering incoming calls for all Physician, Physical & Hand Therapy locations; scheduling, rescheduling and canceling patient therapy appointments; directing calls to the proper locations; processing incoming electronic referrals; various operator and administrative duties as assigned. Must be professional, compassionate, detail-oriented, have exceptional phone skills, strong communication and customer service skills and be able to handle a very fast-paced environment.

Responsibilities

• Promptly answer the telephone using positive and clear communication.
• Register patient; obtain and enter accurate demographic information into computer system (address, telephone number, name of insurance and verification of health insurance).
• Work closely with the billing team for insurance eligibility, and insurance referral requirements.
• Maintain & stay up to date with UOI Physical Therapy & Hand Therapy policies and procedures.
• Schedule appointment – triage patient problem and schedule with appropriate therapist or physician.
• Review appointment date, time, location, and provider name with caller.
• Prepare patient for appointment-what to bring, location, etc. (including insurance card, medications, office visit fee, parking, etc.).
• Remind caller of cancellation/no-show policy.
• Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization.
• Collaborate with Therapists & Therapy Reception teams to resolve patient care concerns and workflow changes.
• Efficient use of OptimisPT & Athena EMR for appointment scheduling as well as sending messages to providers and coworkers.
• Demonstrate superior customer service to patients and fellow University Orthopedics colleagues.

Requirements

• High school graduate with demonstrated maturity to deal with confidential information.
• Able to work the hours needed in the Patient Access Center department, including occasional Saturday hours.
• Able to communicate effectively on the telephone.
• Able to handle a "call center" environment: work quickly and multi-task.
• Able to handle confidential and sensitive information.
• Able to exercise good telephone manners to handle calls appropriately.
• Able to demonstrate compassion and sensitivity to caller.
• Able to demonstrate good customer service.
• Able to work in a team-oriented environment.
• Very familiar with computer functions and Microsoft programs.
• Able to type quickly and accurately while speaking on the phone.
• Pertinent job-related experience such as medical office receptionists and medical assistants with familiarity with medical terminology, but willing to train a strong candidate.
• Professional, pleasant, cheerful, and neat appearance required.
• Ethical and positive work principles.
• Able to speak Spanish and/or Portuguese a plus.
• Must be able to travel to all sites if/when necessary.