Position Summary: This position is responsible for assisting the hand therapists and office staff to provide timely, friendly and accurate patient care.
Communicates with the therapists to ensure timely start time and set up of patient’s treatment.
Cleans and sanitizes all equipment/table after each patient treatment and completes weekly cleaning tasks.
Maintains stock and organization of supply inventory. Organize splint material, home exercise hand-outs, and replenishes clinic supplies. Communicates with others regarding supplies and equipment as requested.
Tends to laundry duties.
Customer Service/Front Desk Support:
Interacts with patients to promote a friendly positive atmosphere.
Accurately and efficiently checks patient into EMR system and track visits as required.
Answers telephone calls and transfers calls as appropriate.
Reviews patient chart prior to appointment to ensure scripts, authorizations, and notes are correct in appointment description.
Scans appropriate documentation into patient chart.
Completes daily cash out report.
Faxes documentation to outside referral sources.
Communicates with therapists, secretaries, and mid-level providers regarding appropriate patient issues such as schedules, authorization information, etc.
Schedule patients for therapy appointments coordinating with physicians and mid-level providers as needed.
Makes changes to schedule template as directed by therapist/management to meet staff, clinic or patient needs.
Accurately fills in all required fields on EMR including appropriate appointment codes.
Explains benefits to patients and assists with obtaining notification of benefits/authorizations.
Faxes appropriate documentation and forms as required to insurance companies, referral sources, etc.
Ensures super bills have appropriate referral source referenced and add notes as indicated.
May call insurance carriers for new patients to verify network, deductible, co-pay/co-insurance, OOP maximum and other pertinent information.
Updates EMR notes and/or alerts and communicates to all staff.
May notify provider through triage when same day faxing of documentation is required to ensure payment will be received.
Initiate BWC approval, extension and continuation of care for BWC patients.
Completes monthly capacity numbers.
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:
A high school diploma or equivalent is required. Previous experience in a customer service setting preferred. Prior experience in an Occupational Therapy setting a plus.