Front Desk Associate, PT

POSITION SUMMARY

Responsible for providing excellent customer service and scheduling patient appointments according to Therapy Services protocols.

RESPONSIBILITIES AND ACCOUNTABILITIES

• Customer Service/Registration:

  • Greets patients in a prompt, polite and helpful manner.
  • Directs patients within clinic and communicates with clinical staff as needed.
  • Answers patient questions and responds professionally to patient concerns, i.e., pleasant tone of voice, smile, use courteous language, etc.
  • Accurately and efficiently checks patients in and updating status in EHR.
  • Collections patient demographic and insurance information and accurately updates patient record including photocopying or scanning insurance cards.
  • Performs medical reception duties as needed including answering telephones, screening calls, taking messages, pulling patient information, and maintaining waiting area cleanliness.
  • Copies return to work or physical therapy documents as needed and prepares documents for patient appointments according to department processes.
  • Prints schedules and prepares patient information for the following day ensuring all required charts are current and documentation needed is available.

• Business Office/Billing:

  • Collects co-payments according to insurance plan and appointment type and documents on co-pay record.
  • Balances daily deposits as well as cash box according to department process.
  • Pre-certifies procedures as required by insurance provider and documents appropriately.
  • Scans and files documents into electronic patient record such as Notification of Benefits form and insurance verification documents.
  • Adheres to policy, particularly standards of conduct, patient confidentiality and HIPAA.
  • Varies clerical duties including copying, faxing and filing.

• Scheduling:

  • Answers incoming calls to triage, schedule, or cancel appointments for therapy services and/or take complete and accurate messages.
  • Ensures that related follow-up work is completed in a timely manner, including relaying message to clinicians to return calls.
  • Makes outgoing calls to reschedule appointments as needed or to provide patient reminders of appointment times and information needed for appointments, insurance cards, etc.
  • Uses Therapy Services protocols including insurance coverage to determine the most appropriate approach to scheduling patients.
  • Checks patients out when appointment ends, schedules follow up appointments as requested and performs other duties assigned in support of clinicians, physicians, and leadership.

• TEAMWORK

  • Willingly provides coverage, volunteers assistance, and maintains workflows within department as needed without direct instruction/supervision.
  • Works cooperatively and refrains from participating in negative conversations.
  • Shares knowledge and insights with co-workers in a constructive manner.
  • Works to solve problems and address conflicts with appropriate person directly before involving leadership or uninvolved peers.
  • Is considerate of others in the work environment with regard to taking breaks or meal periods, use of computer and phone, noise level in the department, etc.

• POLICIES AND PROCEDURES

  • Knows and complies with policies and procedures as enumerated in the Orthopedic One Employee Handbook and policies and procedures documents.
  • Provides assistance and support to leadership in implementing policies and procedures as necessary.
  • Actively participates in training, and conducting day to day work activity by adhering to all policies and procedures as enumerated in compliance and risk management programs.

QUALIFICATIONS

• Education, Experience, Certification and Licensure Requirements:

  • A High School Diploma or equivalent required.
  • Customer service experience and excellent communication skills required.
  • Basic computer skills required, preferably in a windows environment, with medical management or other scheduling system experience.
  • Medical terminology or other previous medical office experience desirable.
  • Maintains CPR certification.

• Location: Orthopedic One Physical Therapy

• Schedule: Regular Full Time, Closing Shift