Front Desk Associate, PT / Rehab Aide

Position Summary

Responsible for checking patients in for physician and therapy appointments and for scheduling patient appointments according to templates and protocols. Provides support to Therapy Services staff providing patient care by facilitating treatment set‑up and other non‑clinical duties.

Responsibilities/Accountabilities

• Scheduling: Greets patients in a prompt, polite and helpful manner; directs patients within clinic and notifies clinical staff as needed; answers patient questions and responds professionally to patient concerns with a pleasant tone, smile, and courteous language.
• Answers incoming calls to triage and schedule appointments for therapy services and/or takes complete and accurate messages, ensuring related follow‑up work is completed in a timely manner (same day or by next day), including relaying messages to clinicians.
• Makes outgoing calls to reschedule appointments as needed or to provide patient reminders of appointment times and required information (insurance cards, etc.); calls patients who missed appointments to reschedule.
• Collects patient and insurance information required to update the practice management system and medical record, including photocopying or scanning insurance cards; accurately keys patient demographic information in the system.
• Prepares patient profiles and schedules for the next business day, printing, highlighting needed information and organizing by provider; ensures all related chart information is current and documentation needed is available.
• Performs medical reception and clerical duties such as screening calls, pulling patient information, copying, faxing, and filing.
• Uses Orthopedic ONE Insurance Contract List and Therapy Services protocols to determine the most appropriate approach to scheduling patients.
• Checks patients out when appointments end; schedules follow‑up appointments as requested; collects co‑payments according to insurance plan information and documents them on the co‑pay record; prints superbills for patient visits based on scheduled appointments.
• Cross‑trained to pre‑certify procedures as required by insurance providers and documents appropriately.
• Copies, scans and files documents into the electronic patient record, such as hand‑completed therapy forms or return‑to‑work documents.
• Other duties assigned in support of clinicians or physicians.
• Rehabilitation Aide: Assists in patient movement/transport around the clinic under therapist supervision; participates in patient transfers when accompanied and supervised by a clinician; maintains patient‑care equipment and examination/treatment areas following cleanliness, infection control, and safety guidelines; responsible for maintaining clean linen stock, taking inventory of supplies, and stocking supplies, equipment, and linens; alerts Director to purchasing and equipment repair needs; provides other support to Director, Manager, and physical therapists as directed.
• Teamwork: Works cooperatively with coworkers, providers, and management; shares knowledge and insights constructively; provides coverage to the department, staying beyond scheduled ending time when needed, volunteering to cover time off or unexpected absences, and maintaining workflow without direct supervision; addresses conflicts directly before involving a manager; is considerate of others regarding breaks, computer and telephone use, and noise.
• Policies and Procedures: Knows and complies with policies and procedures outlined in the Orthopedic One Employee Handbook and related documents; assists leadership in implementing policies; actively participates in training and adheres to compliance and risk management programs.

Education, Experience, and Certification/Licensure

• High School Diploma or equivalent (required).
• Customer service experience and basic computer skills (required), preferably in a Windows environment with medical management or other scheduling system.
• Medical terminology or other previous medical office experience (desirable).
• Current CPR/AED certification.

Location

Orthopedic One Physical Therapy

Schedule

Regular Full‑Time, Day Shift