Front Desk Associate, PT

Orthopedic One • Dublin, Ohio, United States • 2h ago

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. Collects 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-certify 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. Various 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
- 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
- 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:
  - 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. Must maintain CPR certification.

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