Physical Therapy Receptionist - Lake Nona

Physical Therapy Receptionist

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POSITION: Physical Therapy Receptionist

RESPONSIBLE TO: Reception Supervisor or Branch Manager

JOB SUMMARY:  With a customer service orientation---prepare the office for the day, check-in patients, answer the telephone, schedule appointments, review daily schedule for upcoming appointments and obtain authorizations. Meet with patients to collect copay and review estimate of out-of-pocket expenses.  Address patient balance questions as they occur during the check in process.

WORK HOURS: Monday-Friday: 8:00am – 5:00pm (40hrs)

EDUCATIONAL REQUIREMENTS:

• High school diploma required

  QUALIFICATIONS AND EXPERIENCE:

• Up to two years of experience in a medical office, telemarketing or other customer service position
• Comfortable using email and interacting with Internet applications
• Knowledge of practice management and word processing software
• Ability to perform multiple and diverse tasks simultaneously
• Strong organizational skills and attention to detail
• Proven experience handling irate patients/customers and dealing with conflict
• Familiarity with scheduling and rearranging appointments
• Working knowledge of managed care
• Professional image (dress, manner, tone, attitude)
• Positive and confident image
• Strong written and verbal communication skills
• Excellent customer service skills required

Responsibilities include, but are not limited to, the following:

Insurance Eligibility and Patient Responsibility

• Verify insurance and obtain necessary authorization for upcoming PTE appointments.

• Following company protocol document and manage patients that require further follow up

• In a pleasant, engaging and timely manner explain copay or out-of-pocket expenses

• Meet with patients to address any outstanding balances

• Collect and process payment from patient

• Address patient questions or concerns tactfully and timely

• Reconcile daily payment processing report

Telephone Answering and Scheduling

• Answers the telephone pleasantly, and by the third ring as often as possible; routes call or takes message

• Schedules patient appointments according to physician approved script for therapy or follow physician-approved scheduling guidelines. Explain to patient which pieces of information they are to bring, the patient’s financial obligation, and provide patients several scheduling options.

  Daily Preparation

• Open or close the office each day, according to protocol

• Run the daily schedules
• Prepare new patient paperwork for upcoming appointments

• Review insurance eligibility for established patients

  Check-In and Registration

• Greets patients as they arrive for scheduled appointments
• Provide new patients appropriate paperwork for required signatures

• Verify demographic information for new and established patients, according to protocol and updates computer system as needed
• Explains financial and collection policies to new patients—provides written guidelines to each patient

  Other

• Request updated therapy scripts or authorizations

• Balance posted transactions at the end of each day
• Screens visitors and responds to routine requests for information

• Keeps the patient reception area neat and clean at all times throughout the day
• Maintains patient confidentiality; complies with HIPAA and compliance guidelines established by the practice
• Maintains detailed knowledge of practice management and other computer software as it relates to job functions

  Supervisory Responsibilities

  This job has no supervisory responsibilities.

  Typical Physical Demands

  Position requires extended sitting, some standing, bending, stooping, and stretching. Good eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator, and other office equipment is also required. Employee must have normal range of hearing and eyesight to record, prepare, and communicate appropriate reports. Employee will work under stressful conditions, and work irregular hours. 

  Typical Working Conditions

Normal office environment.  Occasional evening or weekend work.