What are the responsibilities and job description for the Front Desk Associate, PT Float/Trainer position at Orthopedic One?
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POSITION SUMMARY
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Responsible for providing training leadership to peers new to the role of Front Desk Associate, PT, specific to location EMR systems and processes, . Provides float coverage to assigned locations to perform the role of Clinical Scheduler/FDA in regards to checking in patients for therapy appointments according to Therapy Services protocols. Sets an example to peer group, related to customer service interaction with patients, by being courteous, professional, and efficient
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RESPONSIBILITIES AND ACCOUNTABILITIES
- Training and Coverage:
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Following established protocols based on location EMR, provides training leadership to new associates.
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In partnership with Supervisor, develops effective training materials
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Develops plan for keeping all staff informed of changes to processes or protocols; Provides re-education training to all associates in assigned locations as needed or directed by Supervisor.
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Provides coverage to various locations as required
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Customer Care:
- Greets patients upon arrival in a prompt, polite and helpful manner; Directs patients within clinic and notifies clinical staff as needed; Answers patient questions and responds professionally to patient concerns, i.e., pleasant tone of voice, smile, use courteous language, etc.
- Accurately and efficiently checks patients in using practice management system; Performs medical reception duties as needed including answering telephones, screening calls, taking messages, and pulling patient information.
- Collects patient and insurance information required to update information in practice management system and medical record including photocopying or scanning insurance cards; Accurately keys patient demographic information in practice management system; Prepares patient profiles and schedules for next business day including printing and organizing by provider. Ensures all related chart information is current and documentation needed is available.
- Various clerical duties including copying, faxing and filing; Provides other support to Director and Physical Therapists as directed.
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Co-Pays:
- Collects and documents co-payments according to insurance plan information and type of appointment
- Balances at end of work day to include reconciliation of monies taken matches EOD report and credit card settlement, maintains cash box, and alerts supervisor to any discrepancy or need for change
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Scheduling:
- Answers incoming calls to triage and schedule appointments for therapy services and/or takes complete and accurate messages. Ensures that related follow-up work is completed in a timely manner (same day or by next day), including relaying message to clinicians to return calls; Makes outgoing calls to reschedule appointments as needed or to provide patient reminders of appointment times and information needed for appointments, insurance cards, etc.; Calls patients who missed appointments to reschedule.
- Uses Orthopedic ONE Insurance Contract List and Therapy Services protocols to determine the most appropriate approach to scheduling patients; Checks patients out when appointment ends; schedules follow up appointments as requested.
- Cross trained to pre-certify procedures as required by insurance provider and documents appropriately; Scans and files documents into electronic patient record such as hand completed therapy forms; Copies return to work or physical therapy documents as needed.
- Training and Coverage:
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TEAMWORK
- Teamwork:
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Willingly provides coverage, volunteers assistance, and maintains workflows within department as needed without direct instruction/supervision.
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Works cooperatively and refrains from participating in negative conversations.
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Shares knowledge and insights with co-workers in a constructive manner.
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Works to solve problems and address conflicts with appropriate person directly before involving leadership or uninvolved peers.
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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.
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- Teamwork:
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POLICIES AND PROCEDURES
- Policies and Procedures
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Knows and complies with policies and procedures as enumerated in the Orthopedic One Employee Handbook and policies and procedures documents.
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Provides assistance and support to leadership in implementing policies and procedures as necessary.
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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.
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- Policies and Procedures
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QUALIFICATIONS
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Education, Experience, Certification and Licensure Requirements:
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High School Diploma or equivalent required. Customer service experience and basic computer skills required, preferably in a windows environment with medical management or other scheduling system. Prior experience in delivering training processes and procedures to peer group required. Medical terminology or other previous medical office experience desired. Must maintain current CPR/AED certification.
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