Therapy Front Desk Lead

The Centers for Advanced Orthopaedics LLC (CAO) is one of the nation’s largest Orthopaedics practices, owned and operated by physicians, with over 60 locations across Maryland, Northern Virginia, and the District of Columbia. With approximately 2,000 employees, working in 28 Divisions, CAO is a growing business with revenues of approximately $250 Million. CAO is committed to be the Orthopaedics provider of choice for our patients;

partner of choice for payors and health systems; and employer of choice by attracting and retaining a talented workforce.

The Therapy Front Desk Lead is responsible for ensuring smooth and efficient operations of all therapy front desks including providing excellent customer service to all people who interact at the front desk. The Front Desk Lead is also responsible for ensuring that all front desk policies and procedures are followed at assigned CAO therapy locations. The Therapy Front Desk Lead collaborates with the Therapy Clinic Site Lead/Manager, the Therapy Director, and the Therapy Billing Manager to create and implement front desk policies and procedures.

The incumbent may be asked to perform job-related tasks other than those specifically stated in this description. The duties and responsibilities of the position are to be carried out in a manner that is consistent with the Mission, Core Values and Operating Principles of CAO. The identification of essential functions and responsibilities below is not intended to be an exhaustive list of all duties that may be assigned to this position, nor does it restrict the duties which may be assigned to this position if such duties reasonably relate to the position.

• Provides quality customer service to all patients, vendors and all other people who walk into or call the therapy clinic.
• Ensures adequate front desk staff are scheduled during all site operating hours.
• Addresses scheduling and billing patient issues and complaints and when necessary, defer to the Therapy Site Lead/Manager.
• Acts as a liaison between clinic(s) and therapy billing office including, but not limited to assisting with appeals.
• Trains Front Desk Coordinator(s) and rehab aides in front desk duties.
• Assists Site Lead/Manager in monitoring and supervising Front Desk Coordinator(s) to ensure compliance with CAO policies and procedures.
• Collaborates with Site Lead/Manager in for hiring of new Front Desk Coordinator(s), performing reviews for Front Desk Coordinator(s) and disciplining Front Desk Coordinator(s).
• Track visit limits, authorizations, and prescription expiration dates for all patients. Perform daily "click-throughs" to ensure all patients scheduled for the following day have current prescriptions/authorizations and are not overdo for a re-evaluation.
• Schedules, cancels, and reschedules patient appointments and contact patients who no show for their appointments. Attempt to schedule out patient appointments in advance. Ensure that patients who call to cancel appointments are offered rescheduled appointments within the same week when possible and filling wait list appointments as they appear. Confirm new patient appointments.
• Verifies patient insurance eligibility and benefits and/or obtain pre-authorization prior to patient visit and as needed throughout patient’s length of care.
• Checks in patients and collects copayment, co-insurance, deductible, self-pay rate immediately upon arrival and payments for DME and supplies prior to patient’s departure.
• Issues appropriate new patient registration paperwork to new patients and assist them with completion when necessary. Ensure all new patient registration paperwork is fully completed with all necessary signatures.
• Obtains and track signatures for Medicare Plans of Care and Medicare Recertifications.
• Greets people immediately upon entering clinic and answer phone calls and check voicemails and respond to voicemails every hour.
• Completes the daily opening and closing procedures as specified by the practice/billing office.
• Runs daily, weekly, and monthly Thera Office reports as required by Site Lead/Manager.
• Monitors inventory of office supplies and orders or delegates ordering as…