Front Office Coordinator

Job Description

The Front Office Coordinator’s (FOC) primary role is to create a “wow experience” for our patients and maintain a pleasant environment. Ensuring high levels of customer service, holding our patients accountable to the scheduled Plan of Care (POC), and achieving utilization goals. The FOC assists the team with the patient “buy in” by scheduling out the Plan of Care (POC) following the evaluation, clearly explaining the financial commitment, and holding patients accountable to arrive on-time and attend all POC appointments.

• Scheduling meetings and appointments
• Experience with a variety of office software (email tools, spreadsheets, and databases)
• Stay on top of patient collections
• Place a high emphasis on current and ongoing tracking of metrics to meet company goals

Duties And Responsibilities

• Assisting with new employee training
• You are the face and voice of the company
• Maintaining a clean and professional image
• Answering phones, and returning voice mails promptly
• Attending the two-way texting feature for easier communication with patients
• Scheduling appointments and full Plan of Care (POC)
• Visit type rules
• Insurance restrictions
• Therapist specialties
• Assist in auth visit tracking and timely notification to the Auth Specialist
• Directing/signing for mail/packages
• Clearing out/monitoring the fax inbox
• Collections
• Obtain collections of 90%+
• Inform patients of collection expectations
• Ensure accuracy in CC, check and cash collections
• Copays / Co-insurance / Deductibles
• Enforce the strict cancellation/rescheduling policy
• Experience with a variety of office software (email tools, spreadsheets, and databases)
• Timely opening and/or closing of the clinic (we are looking for the closing shift ending at 6pm)
• Clearing provider schedules for planned and unplanned outages or PTO
• Attending ongoing trainings and bringing improvement ideas to the table for team discussion
• Utilizing Microsoft TEAMS and Outlook for company correspondence
• Tracking metrics
• Keeping excel trackers up to date
• Keeping a pulse on utilization and arrival rate
• Assistance the NPC's with New Patient Evaluation scheduling
• Understanding common patient objections and how to combat those on the spot
• General understanding of what PT is and ability to explain the value of PT to a patient or interested party

Qualifications

• Multi-tasking
• Well-organized with a customer-oriented approach
• Exquisite communication and people skills
• Excellent time management and problem-solving skills
• Ability to type 45 words per minute using word-processing software
• Able to learn/use other computer programs including Microsoft® Excel, e-mail, and Internet
• Able to flexibly respond to changing demands
• Able to organize and prioritize tasks effectively
• Able to communicate clearly
• Able to establish and maintain effective working relationships with patients, as a team member, and the public

Additional Information

• Schedule: Monday-Friday, Closing shift start times may very - 7pm
• Location: Empower Wasilla 3765 E Blue Lupine Suite E, Wasilla AK 99654
• Hours: 20-29hrs/ week
• Learn more about the Empower Difference by visiting our website: The Empower Difference - Empower Physical Therapy (www.empoweralaska.com)
• Additional Benefits: Employee discount: 75% off for services received through Empower PT for both employees and their immediate family
• Holidays: 6 major US holidays unpaid time off (New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Day).