Front Desk Associate, PT / Rehab Aide

Summary

Position Summary : Responsible for checking patients in for physician and therapy appointments and for scheduling patient appointments according to templates and protocols.

Provides support to Therapy Services staff providing patient care by facilitating treatment set-up and other non-clinical duties.

Responsibilities / Accountabilities :

Scheduling :

• Greets patients in a prompt, polite and helpful manner; Directs patients within clinic and notifies clinical staff as needed;
• Answers patient questions and responds professionally to patient concerns, i.e., pleasant tone of voice, smile, use courteous language;

Answers incoming calls to triage and schedule appointments for therapy services and / or take complete and accurate messages.

Ensures that related follow-up work is completed in a timely manner (same day or by next day), 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.

Calls patients who missed appointments to reschedule.

Collects patient and insurance information required to update information in practice management system and medical record including photocopying or scanning insurance cards;

Accurately keys patient demographic information in practice management system; Prepares patient profiles and schedules for next business day including printing, hi-lighting needed information and organizing by provider.

• Ensures all related chart information is current and documentation needed is available; Performs medical reception and clerical duties as needed including screening calls, pulling patient information, copying, faxing, and filing;
• Uses Orthopedic ONE Insurance Contract List and Therapy Services protocols to determine the most appropriate approach to scheduling patients;

Checks patients out when appointment ends; schedules follow up appointments as requested.

• Collects co-payments according to insurance plan information and type of appointment and documents on co-pay record; Prints super bills for patient visit based on scheduled appointment.
• Cross trained to pre-certify procedures as required by insurance provider and documents appropriately; Copies, scans and files documents into electronic patient record such as hand completed therapy forms or return to work documents as needed;

Other duties assigned in support of clinicians or physicians.

Rehabilitation Aide :

• Assists in patient movement / transport around the clinic while under the supervision of the therapist. Will participate in a patient transfer when accompanied and supervised by a clinician.
• Maintains patient care equipment and examination / treatment areas following guidelines for cleanliness, infection control and safety procedures;

Responsible for maintaining clean linen stock.

• Takes inventory of supplies and stocks supplies, equipment and linens. Alerts Director to purchasing and equipment repair needs.
• Provides other support to Director, Manager and physical therapists as directed.

Teamwork :

• Works cooperatively with coworkers, providers, and management.
• Shares knowledge and insights with co-workers in a constructive manner.
• Willingly provides coverage to department, staying beyond scheduled ending time when clinic schedule demands it, volunteering to cover time off or unexpected absences, maintaining workflow in department without direct supervision.
• Addresses conflicts with person directly before involving manager or uninvolved peers.
• Is considerate of others with regard to taking breaks or meal periods, use of computer and telephone, and noise in department.

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.

Education, Experience, and Certification / Licensure Required : High School Diploma or equivalent required. Customer service experience and basic computer skills required, preferably in a windows environment with medical management or other scheduling system.

Medical terminology or other previous medical office experience desirable. Maintains current CPR / AED certification.