Physical Therapy Front Office

Responsibilities

• Obtain timely authorizations from clients and/or insurance carriers for therapy treatments as prescribed by clinicians
• Utilize the electronic referral module to maintain records for all active referrals of responsibility including detailing referral status, client/insurance/patient correspondence, etc.
• Responsible for processing referrals utilizing company tools and resources to ensure that referrals are processed appropriately based on state guidelines or client specific direction.
• Work with medical and therapy leadership to ensure our medical model is followed as it relates to therapy referrals.
• Report any denials or delays to leadership as needed
• Must ensure all authorized visits are scheduled according to the clinician's referral without going above the number of authorized visits or outside of authorized date range
• Contact patients who miss an appointment and/or report missed appointment to employer
• Document any cancelled or rescheduled appointments in the patient's EMR and partner with Center Operations Director (COD)/CTD to evaluate any cases that may be eligible for closure as an inactive case
• Responsible for clerical tasks in both the front and back office associated with patient care and proper record keeping. Ensure accuracy in documentation.
• Cross train to perform Front Office duties including greeting patients, obtaining authorization, check in/out, communicating wait times, answering multi-line telephone system, distributing employer results/paperwork, etc.
• Responsible for daily therapy supply inventory management, wiping down treatment tables and equipment, washing/folding therapy linens, documenting equipment daily logs, performing Human Performance Evaluations (HPE’s), and rooming patients for recheck appointments
• Maintains therapy equipment including but not limited to hydrocollator, freezer, and paraffin and completes corresponding maintenance logs as applicable (daily/weekly/monthly/etc.)
• In partnership with center leadership, assist with patient flow and volume
• Keep patients informed of expected wait times during all aspects of the center visit
• Assist in maintaining a neat, clean, and orderly appearance throughout the facility.
• Facilitate maintenance and required service on all therapy equipment.
• Follow HIPPA guidelines and safety rules
• Complete reports/logs as assigned by center leadership
• Attend center staff meetings or huddles as required
• Participate in initial and ongoing training as required
• May also perform various back office tasks including but not limited to urine drug screens and breath alcohol tests

Qualifications

Education Level: High School Diploma or GED

Job-Related Experience

• Customarily has at least six months or more of referral management experience
• Previous medical office experience preferred
• Working knowledge of state-specific occupational medicine requirements preferred

Job-Related Skills/Competencies

• Concentra Core Competencies of Service Mentality, Attention to Detail, Sense of Urgency, Initiative and Flexibility
• Ability to make decisions or solve problems by using logic to identify key facts, explore alternatives, and propose quality solutions
• Outstanding customer service skills as well as the ability to deal with people in a manner which shows tact and professionalism
• The ability to properly handle sensitive and confidential information (including HIPAA and PHI) in accordance with federal and state laws and company policies
• Demonstrated effective communication and interaction with employers, patients, providers, and other colleagues
• Demonstrated ability to maintain working relationship with all levels of colleagues
• Demonstrated intermediate knowledge of Microsoft Office such as Word, Excel, Outlook, and entry of data into various systems/applications
• Strong teamwork with peers and center leadership team