Job Description

Title: Patient Services Specialist – One on One Physical Therapy

Department(s): Administration

Reports to: Director of Operations

Employment Status: Full-time; hourly

Pay Scale: Based on experience and skill set, paid as a percentage of collections

Job summary: The Patient Services Specialist will be responsible for basic and upper level front and back office administration. This will include, but is not limited to: patient check in / check out, collecting co-insurance / co-pays, scheduling of follow-up appointments, managing cancellations, customer service / experience, answering phone calls and taking messages, verifying insurance, pre-authorizing physical therapy visits, data entry into electronic medical records (EMR) system and Pilates / fitness software, managing schedules, preparing bank deposits and scanning checks, printing and filling out daily payment and visit logs and reports, replenishing paperwork, stocking supplies, laundry, filing, scanning, cleaning the lobby area, bathrooms and exercise studio, sorting mail, copying insurance checks, preparing new patient paperwork, assisting inventory, opening and/or closing duties. The Patient Services Specialist will report to the Director of Operations on a weekly basis, or more, as needed. The Patient Services Specialist will be responsible for staying current with office policies and procedures and ensuring an outstanding customer experience for all patients and Pilates/massage clients.

Summary of essential job functions:

• Abide by the policies and procedures set forth in the Employment and Operations Manuals
• Answer telephone calls before the third ring, transfer calls or take message
• Call patients and Pilates clients on cancellation lists to fill open appointment times
• Patient check-in and check-out including collecting payment at the time of service for physical therapy, Pilates and massage
• Schedule patients and Pilates / massage clients for follow-up visits
• Scan relevant patient information into patients’ electronic files
• Shred confidential/personal health information and other items placed in “shred” pile in designated location
• Wash, dry and fold laundry
• Daily cleaning of front lobby area, treatment rooms, Pilates/exercise studio
• Stock physical therapy and office supplies as they arrive on site
• File paperwork as needed; prepare new patient paperwork on the day before patient’s initial visit.
• Copy insurance checks prior to preparing deposit and daily checklist
• Verify insurance prior to new patient visit
• Receive pre-authorization where required by insurance carrier
• Enter new patient information into EMR system
• Enter physician information, including NPI number, into EMR system
• Enter patient diagnosis, referral source into EMR system
• Enter Pilates / massage client information into software, sell Pilates / massage sessions
• Prepare daily deposit, scan checks
• Prepare and review daily patient checklist to ensure patient payments are collected and recorded
• Assist Director of Operations with inventory
• Opening procedures
• Closing procedures
• Uphold standards of customer service; represent One on One Physical Therapy when assisting in customer needs

Minimum requirements:

• Bachelor’s degree preferred. Prefer experience in customer service, preferably in a medical setting
• Microsoft Office – Word, Excel, Power Point, Outlook
• Proficient in the use of Google Docs to read documents and forms
• Experienced in the use of social media (Facebook, Twitter, Google +, etc.)
• Strong communications and interpersonal skills
• Organized / Time Management skills
• Ability to multi-task
• Functions well in Fast-Paced Environment

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

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