Front Desk Associate, PT

RESPONSIBILITIES AND ACCOUNTABILITIES

Responsible for providing excellent customer service and scheduling patient appointments according to Therapy Services protocols.

• 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 updates 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.

• Collects co-payments according to insurance plan and appointment type and documents them on the co-pay record. Balances daily deposits as well as the cash box according to department process.
• Pre-certifies procedures as required by the insurance provider and documents appropriately; scans and files documents into the electronic patient record such as Notification of Benefits forms and insurance verification documents; adheres to policy, particularly standards of conduct, patient confidentiality and HIPAA. Performs various clerical duties including copying, faxing and filing.

• 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 messages 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 the appointment ends, schedules follow‑up appointments as requested and performs other duties assigned in support of clinicians, physicians, and leadership.

• Teamwork:
  • Willingly provides coverage, volunteers assistance, and maintains workflows within the 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 the 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
  • Knows and complies with policies and procedures as enumerated in the Orthopedic One Employee Handbook and related documents.
  • Provides assistance and support to leadership in implementing policies and procedures as necessary.
  • Actively participates in training and performs day‑to‑day work activity by adhering to all policies and procedures as enumerated in compliance and risk management programs.

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 prior medical office experience desirable. Must maintain CPR certification.

Patient Services/Scheduling – Delaware, OH, United States

Patient Service Associate – Upper Arlington, OH, United States