Patient Access Specialist - Therapy Department Call Center

Job Description

Job Description

Patient Access Specialist - Therapy Department Call Center

As experts in their fields, our specialists and orthopaedic doctors at Vero Orthopaedics apply their dedication and expertise to provide customized treatment plans focused on patient needs and goals. We treat a broad range of orthopaedic and neurologic injuries and conditions and are proud to offer rehabilitative, diagnostic, and other services to keep our patients moving.

Since 1976, our doctors and specialized staff have been the region's experts in orthopaedic, neurologic, and rehabilitative care. With our commitment to serve the needs of each patient, we proudly offer both innovative and conservative treatments for compassionate, individualized care to members of our communities in Vero Beach, Sebastian, and the surrounding areas.

At Vero Orthopaedics, we know that our employees are our best assets when it comes to providing exceptional orthopaedic care for our patients. It is for this reason that we are dedicated to hiring the most qualified staff to uphold our standards of care.

Summary

The Patient Access Specialist - Therapy Department Call Center serves as a primary point of contact for patients seeking physical and occupational therapy services. This position answers incoming therapy calls, schedules evaluations and follow-up appointments, manages incoming therapy orders and referrals through the NextGen Electronic Health Record (EHR) inbox, and assists patients throughout the scheduling process. The position works closely with therapy providers, referring providers, clinical staff, and front desk team members to promote timely access to care and an exceptional patient experience. This position may also provide coverage at the Therapy Department front desk as needed.

Key Responsibilities:

• Answer a high volume of incoming therapy telephone calls promptly, courteously, and professionally.
• Determine the nature of each call, provide accurate information, and route calls or messages to the appropriate therapy team member when needed.
• Schedule, confirm, cancel, and reschedule physical and occupational therapy evaluations and follow-up appointments.
• Coordinate appointments based on therapist availability, specialty, treatment frequency, plan of care, and department scheduling guidelines.
• Explain therapy scheduling procedures and communicate appointment requirements to patients clearly and compassionately.
• Maintain accurate electronic appointment schedules and assist with minimizing open appointment times and scheduling gaps.
• Document patient communications and scheduling activity clearly, concisely, and accurately in NextGen.
• Monitor and manage the Therapy NextGen EHR inbox throughout the workday.
• Review incoming therapy orders and referrals from Vero Orthopaedics providers for completeness and scheduling readiness.
• Contact patients promptly to schedule therapy services after receiving an eligible order or referral.
• Communicate with referring providers, clinical staff, and therapy staff to obtain missing information, clarify orders, or resolve scheduling concerns.
• Track outstanding therapy orders and referrals and complete appropriate follow-up to reduce delays in patient care.
• Enter and update patient demographic, contact, and insurance information in the practice management system as needed.
• Create and route accurate electronic messages to therapy providers and staff.
• Process voicemail messages, appointment confirmation lists, no-show information, and other therapy-related communications as assigned.
• Maintain patient confidentiality and comply with HIPAA and all office privacy and security requirements.
• Provide exceptional service to patients, families, providers, coworkers, and outside referral sources.
• Perform other related duties and therapy administrative projects as assigned or requested.

Therapy Front Desk Cross-Coverage:

• Provide front desk coverage within the Therapy Department when needed due to staffing, breaks, absences, or patient volume.
• Greet patients and assist with therapy check-in and check-out in a friendly and professional manner.
• Verify and update patient demographic and insurance information.
• Collect co-payments, deductibles, and outstanding balances in accordance with office procedures.
• Assist patients with required forms and communicate appointment or follow-up information.
• Support efficient patient flow and maintain an organized, welcoming front desk area.

Performance Standards:

• Ability to work efficiently in a high-volume call center and patient access environment.
• Excellent telephone etiquette and clear verbal and written communication skills.
• Ability to multitask among telephone calls, EHR inbox work, scheduling, messages, and front desk responsibilities.
• Strong attention to detail and ability to complete tasks with accuracy and timely follow-through.
• Ability to prioritize work and recognize matters requiring prompt attention or escalation.
• Skilled in obtaining, documenting, and maintaining accurate patient and scheduling information.
• Ability to work independently while collaborating effectively with therapy providers, staff, supervisors, and physicians.
• Maintains the strictest confidentiality of patient information and office business practices.
• Demonstrates professionalism, compassion, dependability, and service excellence in every interaction.

Position Relationships

This position does not supervise other employees. The Patient Access Specialist receives supervision from the Therapy Managers on administrative and all other matters and works collaboratively with therapy providers, therapy staff, front desk personnel, referring providers, physicians, advanced practice providers, patients, and families.

Work Qualities:

• Able to work well with coworkers, supervisors, therapists, physicians, and other departments.
• Communicates effectively and responds professionally to questions and concerns.
• Respectful of patients, providers, employees, vendors, and referral sources.
• Provides service excellence and supports a positive patient experience.
• Adapts to changing priorities, staffing needs, and department workflows.

Qualifications:

• High school diploma or equivalent required.
• One year of medical office, patient access, scheduling, or call center experience preferred.
• Physical therapy, occupational therapy, rehabilitation, or orthopaedic office experience preferred.
• Knowledge of medical terminology and referral processes preferred.
• Experience using an Electronic Health Record; NextGen experience preferred.
• Strong computer, keyboarding, organizational, and customer service skills.

Administrative Support:

Duties and responsibilities may be added, deleted, or changed at any time at the discretion of the Administrator or the Board, formally or informally, either verbally or in writing.

Physical Requirements:

• Requires sitting for extended periods with frequent standing, walking, and bending.
• Must be able to view and enter data into a computer for extended periods.
• Must be able to communicate frequently by telephone and in person.
• Must be able to occasionally lift up to 20 pounds.
• Must have dependable transportation.

Job Type: Full-time, On-Site

Benefits Offered: Medical, Vision, Dental, Life, Disability, 401(k), and Paid Time Off

Monday - Friday - 8 AM - 5 PM

Hours may vary based on department needs.

Must pass a background check and drug screen.