PTOT Registration Representative - Redbank PT/OT Center - Full Time - Days

About the Role

The Registration Specialist is responsible for collecting accurate demographic and insurance information from patients to facilitate a successful patient revenue cycle. This highly visible position creates a positive impression with patients and visitors and is on duty during all hours of operation. Based on the operations of the practice, duties may include collecting and handling payments, providing customer service, answering phones, completing/filing medical records, insurance verification, and diagnosis coding.

Responsibilities

• Customer Service:
  • Make customer service a top priority and adhere to ExCELS values.
  • Maintain confidentiality at all times.
  • Provide phone coverage during all hours of operation, answering incoming calls within 3 rings.
  • Identify yourself and department; allow caller to speak before placing them on hold.
  • Voluntarily assist others when your own work is finished.
  • Promote a pleasant and positive atmosphere.
  • Listen to, identify, and respond quickly and appropriately to customer needs.
  • Deal with conflict in an appropriate and timely manner.
  • Use proper lines of communication to keep others informed or address problems.
  • Manage site emails and department voicemail.
  • Initiate Patient Liability requests for patients requesting financial responsibility details.
  • Coordinate special needs services for patients (translator, transportation, wheelchair).
  • Manage and respond to all Phytel updates.
• Check In:
  • Verify patient identity upon arrival by requesting, copying, and scanning a photo ID into Epic Documents.
  • Complete all required fields of registration in Epic.
  • Verify current insurance information by requesting, copying, and scanning insurance card(s) into Epic Documents.
  • Verbally review insurance verification findings with the patient during check-in on the initial visit.
  • Obtain consent for treatment and financial agreement signatures; scan forms into Epic Documents.
  • Review Patient Rights form and obtain signature unless declined; scan form into Epic Documents.
  • Collect co-pays when applicable and post payments in Epic Enterprise Payments.
  • Refer patients to PFS/Financial Assistance when applicable.
  • Review hardcopy scripts for required components (patient name, DOB, date, time, diagnosis, MD signature).
  • Contact the ordering physician’s office if components are missing and monitor the account until resolved.
  • Scan all hardcopy referrals/orders and ensure diagnosis code(s) are entered in Epic.
  • Complete a MSPQ for all Medicare patients at the appropriate interval.
  • Have patients complete a medical history form and scan it into Epic Documents.
  • Determine and review appropriate outcome forms with patients; scan completed forms into Epic Documents.
  • Obtain waivers for non-covered procedures if applicable.
• Scheduling:
  • Search/find patients in Epic using the standard three-point patient lookup process.
  • Verify/update patient demographic information (DOB, address, phone number).
  • Verify/obtain insurance information (company name, ID number, phone number, subscriber details).
  • Enter standard appointment information for new and returning patients, including reason for visit, ordering physician, and ICD10 code.
  • Strive to schedule new patient appointments within 48 hours of the call.
  • Inform patients of proper clothing attire, required documents (insurance card, photo ID, written orders), and copay expectations.
  • Reiterate appointment details and offer directions before ending the call.
  • Schedule all follow-up visits and confer with treating providers as needed.
  • Access and respond to Account and Referral work queues daily.
  • Follow up on missing orders by contacting the referring physician’s office.
  • Provide the Physician Referral phone line for patients without a PCP.
  • Contact the PCP office for patients without a referral and follow up once the script is received.
  • Coordinate with sites for post-op patients needing appointments within 24–48 hours.
  • Provide a printed Patient Itinerary upon departure from the initial visit or when appointment schedules change.
  • Complete insurance verification, pre-certification, recertification, and referral processes prior to patient visits.
  • Verify insurance benefits for all new patients and document findings; monitor visit limitations and obtain additional authorization as needed.
  • Update Assigned Referral with insurance benefit information and status changes.
  • Verify and document Worker’s Compensation benefits.
  • Work with TCH PFS and billing to respond to requests.
• Chart Prep:
  • Prepare next day’s new patient charts, including a new patient folder, completed insurance verification form, and consent form.
  • Complete Claim Information screens for all new patients.
  • Pull charts and review insurance verification forms for guidelines or limitations.
  • Print individual provider schedules and review the Department Appointment Report (DAR).
  • Retrieve and transmit documents (IPOC, UPOC, PN, DC summaries) to the ordering physician’s office.
  • Record all physician transmittals and monitor compliance for Medicare/Medicaid accounts requiring a physician signature.
  • Follow up via fax and phone for unsigned POCs; scan signed POCs into Epic and update records.
  • Scan all documents into Epic, including medical history forms, outcome forms, and exercise sheets.
• End of Day Close:
  • Print and reconcile the daily Revenue Usage Report to the DAR to ensure all patients/charges are accounted for.
  • Correct charge entry discrepancies through Account Maintenance or communicate with treating clinicians.
  • Print the daily Payment Summary Report (PSR) and reconcile it with the deposit ticket and credit card receipts.
  • Complete a Daily Deposit Reconciliation form for each business day.
  • Retain copies of all supporting documentation in the daily packet folder.
  • Make bank trips within 24 hours of the business day; deposit procedures vary by site.
  • Retain a copy of the bank date-stamped deposit ticket in the daily packet folder.
• Perform other duties as assigned, including flexibility in routine hours to maintain registration coverage and communicating office supply needs.

Requirements

• High School Diploma or GED.
• No formal experience required; six months to one year of medical office experience preferred.

Skills

• Basic clerical skills and data entry knowledge.
• Preferred knowledge of the Epic computer system.
• Preferred knowledge of Ohio/Kentucky insurance plans and verification processes.
• Preferred post-high school experience related to a medical office environment.