What are the responsibilities and job description for the Supervisor, PT Front Desk position at Orthopedic One?
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POSITION SUMMARY
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Responsible for supervision of Front Desk Associates and Floats, Rehabilitation Aide employees. Assists Director, Assistant Directors, and Site Managers with administrative processes such as creating reports, spreadsheets, working on billing projects, supply inventory and ordering, and preparing/compiling patient satisfaction surveys. Performs duties of support staff when necessary for coverage or training
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RESPONSIBILITIES AND ACCOUNTABILITIES
- Department:
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Greets patients in a prompt, polite and helpful manner; Accurately and efficiently checks patients in using practice management system; Directs patients within clinic and notifies clinical employees as needed; Accurately keys patient demographic information in practice management system; Answers patient questions and responds professionally to patient concerns, i.e., pleasant tone of voice, smile, use courteous language, etc.
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Collects patient and insurance information required to update information in practice management system and medical record including photocopying or scanning insurance cards; Collects co-payments according to insurance plan information and type of appointment and documents on co-pay record.
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Answers incoming calls to triage, schedule, or cancel appointments for therapy services and/or take complete and accurate messages. Ensures that related follow-up work is completed timely (same day or by next day) including relaying message to clinicians to return calls; Uses Physical Therapy and Sports Medicine protocols including insurance coverage to determine the most appropriate approach to scheduling patients; Makes outgoing calls to reschedule appointments as needed or to provide patient reminders of appointment times and information needed for appointments, insurance cards, etc.
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Performs front desk associate duties as needed including answering telephones, screening calls, taking messages, pulling patient information.
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- Staff Selection and Performance Management:
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Works with HR to interview and select staff and timely completion of related documentation
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With HR Support, ensures performance appraisals define and measure a high level of work performance
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Completes introductory and annual performance appraisals based on observed behaviors and work outcomes supported by appropriate documentation
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Works to understand how staff are motivated and balance the needs of the organization and the individual. Sets expectations and rewards staff or achieving desired performance
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Initiates coaching, disciplinary action, and performance improvement planning to address violations of policy and/or poor performance
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Facilitates conflict resolution with staff with support as required based on circumstances
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- Orient and Train Staff:
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Orients new staff, ensuring they know the purpose of the organization, their department and position
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Ensures that employees have resources, tools, feedback, assistance and training needed to achieve desired performance including productivity and qualitative expectations.
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Provides effective and timely on the job training such that performance objectives are clear, staff members have knowledge and skills necessary to perform effectively
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Builds learning into work performed such that staff gains increasing understanding of how and why work is performed
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Instruction and information provided to staff results in complete understanding
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Educates staff on all applicable new or established policies, procedures, and expectations.
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- Leadership:
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Supports the mission, vision, values and code of conduct, goals and objectives of Orthopedic One, in customer care, community interactions, and management responsibilities.
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Proactively reviews metrics important to the department workflow including work volume, customer satisfaction measures, etc. and makes recommendations to modify schedules, staff hours/staffing levels, and workflows to maintain productivity, quality and accuracy. Communicates metrics with staff timely and in mediums that maximize understanding.
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Decisions, including those pertaining to staff, reflect complete and accurate analysis of relevant issues (past practices, work history, individual and group performance, department and company needs, consistency, fairness, regulatory or legal concerns, etc.)
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Adheres to and administers company policies and procedures consistently and fairly in all matters (Employee Handbook, P&P, Risk, etc.)
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Manages time and attendance to ensure employees are paid accurately and consistently based on company practices and policies.
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Maintains department schedule/calendar and provides timely response to PTO requests
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Submits reports/documents to appropriate parties in a complete, accurate and timely fashion (Personnel Action Notice, expense reports, etc.)
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Promotes and supports an environment in which staff members engage in appropriate professional development, continuing education, and lifelong learning opportunities.
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- Professional Development:
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Prepares appropriately to attend and participate in company meetings or projects as assigned
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Facilitates special projects or assignments at the request of management
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Attends to own professional development responsibilities and encourages/plans for staff to do the same
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- Department:
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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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QUALIFICATIONS
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Education, Experience, Certification and Licensure Requirements:
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Position requires a High School Diploma or equivalent, but an Associates Degree in a business, HIM, or billing discipline is desired. Candidates with commensurate on the job experience with Health Information, medical insurance processes and patient registration practices may also be considered. The applicant must have a minimum of five years’ experience working in a physician practice or comparable healthcare setting. Previous supervisory experience is necessary including duties for selecting, training and leading staff members. Must maintain CPR certification including BLS/AED training. Outstanding customer service skills and intermediate level functioning in MS Office suite and EMR technology will be required.
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