Appointment​/Therapy Coordinator

Appointment / Therapy Coordinator

This team-oriented position is responsible for answering incoming calls for all Physician, Physical & Hand Therapy locations; scheduling, rescheduling and canceling patient therapy appointments; directing calls to the proper locations; processing incoming electronic referrals; various operator and administrative duties as assigned. Must be professional, compassionate, detail-oriented, have exceptional phone skills, strong communication and customer service skills and be able to handle a very fast-paced environment.

Essential Job Functions:

• Promptly answer the telephone using positive and clear communication.
• Register patient; obtain and enter accurate demographic information into computer system (address, telephone number, name of insurance and verification of health insurance).
• Work closely with the billing team for insurance eligibility, and insurance referral requirements.
• Maintain & stay up to date with UOI Physical Therapy & Hand Therapy policies and procedures.
• Schedule appointment – triage patient problem and schedule with appropriate therapist or physician.
• Review appointment date, time, location, and provider name with caller.
• Prepare patient for appointment-what to bring, location, etc. (including insurance card, medications, office visit fee, parking, etc.).
• Remind caller of cancellation/no-show policy.
• Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization.

Collaborate with Therapists & Therapy Reception teams to resolve patient care concerns and workflow changes. Efficient use of OptimisPT & Athena EMR for appointment scheduling as well as sending messages to providers and coworkers. Demonstrate superior customer service to patients and fellow University Orthopedics colleagues. Additional duties as assigned by the Manager to meet department needs.

Requirements:

• High school graduate with demonstrated maturity to deal with confidential information.
• Must be able to work the hours needed in the Patient Access Center department, including occasional Saturday hours.
• Ability to communicate effectively on the telephone.
• Ability to handle a "call center" environment: work quickly and multi-task.
• Ability to handle confidential and sensitive information.
• Ability to exercise good telephone manners to handle calls appropriately.
• Ability to demonstrate compassion and sensitivity to caller.
• Ability to demonstrate good customer service.
• Ability to work in a team-oriented environment.
• Very familiar with computer functions and Microsoft programs.
• Ability to type quickly and accurately while speaking on the phone.
• Pertinent job-related experience such as medical office receptionists and medical assistants with familiarity with medical terminology, but willing to train a strong candidate.
• Professional, pleasant, cheerful, and neat appearance required.
• Ethical and positive work principles.
• Ability to speak Spanish and/or Portuguese a plus.
• Must be able to travel to all sites if/when necessary.