Physical Therapy Operations Technician

Job Description

Job Description

Job Title: Physical Therapy Operations Technician

Employer: MBI Management Services Inc.

Division: Hybrid: Occupational Health Services Department (50%), Physical Therapy (50%)

Pay Range: $22.00-$24.00/hourly

Summary:

The Physical Therapy Operations Technician plays a pivotal role in supporting the delivery of high-quality occupational health services in the Colorado Springs Market. This position handles coordinating therapy referrals, managing authorizations, scheduling physical therapy services, and assisting with physical therapy patient care. The Physical Therapy Operations Technician serves as the primary point of contact for communication with physical therapy and medical providers, insurance carriers, employers, and patients, helping seamless operations and enhancing patient care. This role requires great attention to detail, excellent organizational skills, people skills, and the ability to navigate complex healthcare systems. The ideal candidate will have a solid understanding of occupational health practices, and HIPAA compliance. The Physical Therapy Operations Technician will assist in the clinic including patient care, functional abilities testing (lifts), administration, confidential medical record management, and office maintenance/cleaning. This mid-level position offers opportunities for professional growth and advancement within the organization

Key Responsibilities:

 

Referral & Authorization Coordination

• Coordinates therapy, massage, and chiropractic referrals for work-related injuries or illnesses, ensuring prompt appointments and follow-up care.
• Requests and tracks authorizations for treatments, including physical therapy and other prescribed services, adhering to insurance carrier requirements and timelines.
• Oversee tracking of all Colorado Springs area referrals and authorizations, including dates, providers, and status updates, to ensure accountability and audit readiness.
• Collaborate with clinic therapists and providers to obtain detailed treatment plans and medical justifications for referrals and authorizations, ensuring complete and correct documentation.
• Adheres to insurance carrier and employer requirements for pre-authorizations to prevent claim denials.
• Ensure physical therapy patients are scheduled for treatment as soon as possible.
• Will follow Centralized KPI standards:
  • Assist with walkover therapy evaluations
  • Oversee scheduling therapy patients 3x/week.
  • Assist with calling no-show appointments
  • Weekly follow-up for monthly referrals at each clinic that all referrals were completed
  • Referrals and follow-up will be priority at the beginning of day.

Diagnostic & Billing Support

• Collect patient demographics, insurance information, and other details to ease smooth billing processes.
• Collaborate with the billing and claims department, working with insurance carriers to resolve discrepancies or delays in payment, including supporting appeals for denied claims.

 

Documentation & Compliance

• Email or fax necessary forms and dictations to insurance companies or employers.
• Ensure healthcare providers sign off on required paperwork on time.
• Respond to medical records requests from insurers, employers, or other authorized entities.
• Ensure all patient documentation, including medical records, treatment notes, and correspondence, is correct and compliant with HIPAA regulations and company policies.
• Review and verify the completeness and accuracy of documentation before submission to workers' compensation adjusters and insurance carriers.
• Stay current with state-specific workers' compensation regulations across states where the business operates.
• Coordinates preparing and submitting necessary reports and documentation to regulatory bodies, ensuring timely and accurate compliance. This includes submissions for injury, illness records and record keeping.

Insurance & Claims Coordination

• Contact insurance carriers for Joint Services Agreement and Functional Capacity Work authorizations, providing all necessary documentation.
• Gather and verify claim information, including policy details and coverage limits to ensure right claim processing.
• Monitor claim statuses and follow up with insurers on pending authorizations, payments, or disputes, advocating for patients and employers as needed.
• Collaborate with case managers and adjusters to ensure treatment plans align with insurance coverage and medical necessity, including understanding utilization review processes.
• Aid in navigating workers' compensation claims, ensuring accurate and timely submission of documentation.

Communication & Customer Service

• Address direct inquiries and concerns, troubleshooting issues related to scheduling, billing, or claims processing, and escalating complex matters to appropriate personnel.
• Coordinate initial physical therapy scheduling for all authorized treatments. Monitor canceled and “no show” appointments, rescheduling patients to ensure compliance with physical therapy treatment plans. 
• Document all communications in the electronic medical records system for reference and compliance purposes.
• Proactively communicate updates and changes in patient statuses, treatment plans, or insurance requirements to relevant parties.
• Perform other duties as assigned.

 

Patient care & clinical tasks

• Patient care to be performed under the direct on-site supervision of a licensed Physical Therapist, to include assessing vitals, supervising exercises and stretching, modality application (ultrasound, ice, heat, electrical stimulation, traction), and medical charting. 
• Lift testing will include objective and unbiased assessment of a person’s ability to safely complete pre-determined tasks with proper mechanics. 
• Administrative responsibilities will include patient scheduling, copying, faxing, typing/computer use, and phone work. 
• Therapy record management will include insuring confidentiality under HIPPA law, insurance authorizations, and filing. 
• Office maintenance and cleaning will include table surface disinfecting, laundry, exercise and modality equipment care, and supply inventory and stocking. 

Meet Departmental KPI scheduling standards:

• Schedule physical therapy patients within 24 business hours of authorization receipt.
• Maintain attendance rate of 87% for physical therapy visits in Colorado Springs market. 
• Maintain PT re-eval rate of 16% for Colorado Springs market.

Physical Demands:

To be successful at the duties described, employee should be able to:

Task

Weight

Frequency

Lift floor-to-waist

25 lbs

50 lbs

10x daily

1x daily

Lift overhead

10 lbs

1x daily

Carry

35 lbs, 6 ft.

5x daily

Push/Pull

25 lbs

100 lbs

5x daily

1x weekly

Stand, walk, reach

20% of shift

Squat, kneel, crawl

5% of shift

Required Skills & Qualifications

• Education & Experience: High school diploma or equivalent (required); 
• Certifications: CPR Certification.
• Technical Skills: Ability with Systoc electronic medical records system and familiarity with Microsoft Office Suite (Word, Excel, Outlook).
• Other Requirements: Ability to obtain and keep any necessary licenses or certifications as required by state regulations.

Key Competencies :

• Attention to Detail: Ability to manage multiple tasks with high accuracy and thoroughness.
• Customer Service Orientation: Professional, courteous, and able to resolve issues efficiently, ensuring stakeholder satisfaction.
• Follow-Through: Ensures tasks are completed accurately and on time with a proactive approach.
• Communication Skills: Excellent written and verbal communication, conveying complex information clearly and professionally. Must be able to communicate through written instructions and complete routine written logs and reports. Must be able to comprehend and follow verbal instructions, as well as respond to audible stimuli. Reasonable accommodation may be made to enable individuals with documented disabilities to perform essential functions or comply with communication requirements. 
• Problem-Solving Abilities: Identifies issues and proactively seeks solutions, demonstrating critical thinking.
• Technical Proficiency: Comfortable with Systoc electronic medical records systems, Microsoft Office, and other relevant software; quick to learn new technologies.