Front Desk Associate

Position Summary Responsible for providing excellent customer service and scheduling patient appointments according to Therapy Services protocols. Responsibilities and Accountabilities Customer Service / Registration: Greets patients promptly, politely and helpfully, directs patients within clinic and communicates with clinical staff. Answers patient questions and responds professionally, using pleasant tone of voice, smile, courteous language. Accurately and efficiently checks patients in, updates status in EHR, collects patient demographic and insurance information, and updates patient records including photocopying/scanning insurance cards. Performs medical reception duties: answers telephones, screens calls, takes messages, pulls patient information, maintains waiting area cleanliness. Copies return‑to‑work or physical therapy documents as needed and prepares documents for patient appointments. Prints schedules and prepares patient information for the following day, ensuring all required charts are current and documentation needed is available. Business Office / Billing: Collects co‑payments per insurance plan and appointment type and documents on the co‑pay record. Balances daily deposits and cash box as per department process. Pre‑certifies procedures as required, documents appropriately; scans and files documents into electronic patient record (e.g., Notification of Benefits form, insurance verification). Adheres to policy, especially standards of conduct, patient confidentiality and HIPAA. Performs clerical duties including copying, faxing and filing. Scheduling: Answers incoming calls to triage, schedule, or cancel appointments; takes complete, accurate messages; ensures follow‑up work is completed timely. Makes outgoing calls to reschedule appointments or provide patient reminders of appointment times and needed information. Uses Therapy Services protocols, including insurance coverage, to determine most appropriate scheduling approach. Checks patients out at appointment end, schedules follow‑up appointments, performs other duties as assigned. Teamwork: Provides coverage, volunteers assistance, maintains workflows without direct instruction or supervision. Works cooperatively, refrains from negative conversations. Shares knowledge and insights constructively. Solves problems and addresses conflicts directly before involving leadership. Considers others in the work environment regarding breaks, meal periods, computer/phone use, noise level. Policies and Procedures: Knows and complies with policies and procedures from Orthopedic One Employee Handbook and other documentation. Provides assistance to leadership in implementing policies and procedures. Actively participates in training and daily work activity adhering to compliance and risk management programs. Qualifications High School Diploma or equivalent required. Customer service experience and excellent communication skills required. Basic computer skills required, preferably in a Windows environment, with medical management or other scheduling system experience. Medical terminology or prior medical office experience desirable. Must maintain CPR certification. Location: Orthopedic One Physical Therapy Schedule: Regular Full Time, Closing Shift #J-18808-Ljbffr