Front Desk Associate, Hand Therapy Technician

POSITION SUMMARY

This position is responsible for assisting the hand therapists and office staff to provide timely, friendly and accurate patient care.

RESPONSIBILITIES AND ACCOUNTABILITIES

Customer Service/Front Desk Support:

variable based on location and coverage needs Interacts with patients to promote a friendly and positive clinic atmosphere Verify that proper documents, such as prescriptions and prior authorizations, are completed and documented in the patient chart prior to appointments Verify that notes are correct in the appointment description Accurately and efficiently complete patient check-in and clarify that the accurate insurance card is scanned into the EMR system Verify that the current insurance is running "active" in EMR system Track patient visits as required for authorization approval Provide new patients with appropriate intake paperwork and proof of delivery documentation Answers telephone calls and complete a warm transfer of calls as appropriate. Work within the hand therapy department phone group to balance phone volume Scans appropriate documentation into patient chart Completes daily cash out and day sheet reports Fax documentation to outside referral sources Communicate with therapists, patient care coordinators, and mid-level providers regarding appropriate patient issues such as scheduling, authorization information, etc

Clinic Support:

variable based on location and coverage needs 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. Complete weekly cleaning tasks as outlined in clinic documents provided during orientation. Stock and organize supply inventory. Organize splint materials, hand-outs, and replenish clinic supplies. Communicate with leadership concerning supply needs. Complete laundry duties. Calibrates BTE regularly. Complete temperature checks as required for therapy modalities (i.e. paraffin bath, hydrocollator).

Scheduling:

variable based on location and coverage needs Schedule patients for therapy appointments at the appropriate frequency and duration determined by the therapist. In addition, coordinate follow-up appointments with physicians and mid-level providers as needed. Create a referral and send "To Do" to an insurance specialist with the insurance and ID number in the subject line. Accurately complete all required fields on EMR including appropriate appointment codes.

Business Office/Billing:

variable based on location and coverage needs Explain insurance benefits to patients and assists with obtaining notification of benefits/authorizations as indicated by location needs Collects co-payments, high-deductible deposits, unpaid balances, and payment of self-pay items Obtain MY CGS same/similar information for all new patients at the primary location Scan the document into the medical chart Verify that superbills and referrals have appropriate referral source and add notes as indicated Update EMR notes and alerts Coordinate with the physician's team BWC approval, obtain date extensions, and facilitate documentation for continuation of care for BWC patients

TEAMWORK

Teamwork:

Willingly provides coverage, volunteers assistance, and maintains workflows within department as needed without direct instruction/supervision. Works cooperatively and refrains from participating in negative conversations. Shares knowledge and insights with co-workers in a constructive manner. Works to solve problems and address conflicts with appropriate person directly before involving leadership or uninvolved peers. Is considerate of others in the work environment with regard to taking breaks or meal periods, use of computer and phone, noise level in the department, etc.

POLICIES AND PROCEDURES

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.

QUALIFICATIONS

Education, Experience, Certification and Licensure Requirements:

A high school diploma or equivalent, basic computer skills and customer service experience is required. Previous experience in medical office setting, using EMR system is preferred. Prior experience in an Occupational Therapy setting is also preferred.