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 the clinic and communicates with clinical staff as needed. Answers patient questions and responds professionally to concerns, with a pleasant tone, smile, and courteous language. Accurately checks patients in and updates status in EHR. Collects and updates patient demographic and insurance info, including photocopying or scanning insurance cards. Performs medical reception duties: answering phones, screening calls, taking messages, pulling patient information, and maintaining a clean waiting area. Copies, returns, or prepares physical therapy documents as needed; prints schedules and prepares patient information for the following day, ensuring all charts are current and documentation is available. Business Office/Billing Collects co-payments per insurance plan and appointment type, documenting on the co-pay record. Balances daily deposits and the cash box per department process. Pre-certifies procedures as required by insurance providers and documents appropriately. Scans and files documents (e.g., Notification of Benefits, insurance verification) into the electronic patient record. Adheres to policy, including conduct standards, patient confidentiality, HIPAA, and other clerical duties such as copying, faxing, and filing. Scheduling Answers incoming calls to triage, schedule, or cancel appointments for therapy services, and takes complete, accurate messages. Ensures related follow-up work is completed on time, relaying messages to clinicians for return calls. Makes outgoing calls to reschedule appointments or provide patient reminders, including necessary information such as insurance cards. Uses Therapy Services protocols, including insurance coverage, to determine appropriate scheduling approaches. Checks patients out when an appointment ends, schedules follow-up appointments, and performs other duties to support clinicians, physicians, and leadership. Teamwork Provides coverage, assistance, and maintains workflows within the department without direct instruction or supervision. Works cooperatively and refrains from negative conversations. Shares knowledge and insights with co‑workers constructively. Solves problems and addresses conflicts directly with the appropriate person before involving leadership or peers. Considers others in the work environment concerning breaks, meal periods, computer and phone use, and noise level. Policies and Procedures Knows and complies with policies and procedures enumerated in the Orthopedic One Employee Handbook and related documents. Provides assistance to leadership in implementing policies and procedures as necessary. Actively participates in training and day‑to‑day work activities, adhering to all policies and procedures in compliance and risk management programs. Qualifications High School Diploma or equivalent required. Customer service experience and excellent communication skills required. Basic computer skills, preferably in a Windows environment, with medical management or scheduling system experience. Medical terminology or previous medical office experience desirable. Must maintain CPR certification. Location: Orthopedic One Physical Therapy Schedule: Regular Full Time, Day Shift #J-18808-Ljbffr