Patient Services Associate

Job Description

Job Description

Description:

About Rise

Rise Neurorehab Institute is a future-forward nonprofit neurorehab organization committed to identifying and removing the barriers that prevent individuals from receiving the post-acute care they need and deserve, all while helping to regain function, reignite courage, and rekindle hope after neurological injury or illness.

Rise is building a new model of neurological care in Georgia. Opening in Sandy Springs, GA in Winter 2027, our initial multi-disciplinary outpatient facility is only the beginning. Rise is also developing a comprehensive, state-of-the-art neurorehabilitation residential facility — a multi-acre campus designed to unite rehabilitation medicine and therapies with similar-missioned community organizations in a way that has never existed in our region. This future home will offer 75+ beds for specialized residential rehabilitation, comprehensive care from rehab experts, cutting-edge technology and innovation, and community programs that provide a complete continuum of post-acute care for individuals and families throughout their recovery journey.

The people who join us now will help shape our programs, our culture, and the experience of every patient and family we serve — not just at our opening location, but as we grow toward this larger vision.

Why Join Our Team

At Rise, you'll help redefine what's possible for people living with neurological injuries. Our collaborative, mission-driven team delivers evidence-based, patient-centered care that empowers individuals to regain their independence, reconnect with their communities, and improve their quality of life. We're building a first-of-its-kind model of neurorehabilitation where innovation, compassion, education, and teamwork come together to close critical gaps in care and create a stronger path forward for patients and families. Every day, you'll have the opportunity to make a lasting impact while helping shape the future of neurological rehabilitation.

Here's what that means for you:

• A Comprehensive Care Model — Work within an integrated, interdisciplinary team delivering whole-person, outcomes-driven rehabilitation alongside top clinical experts.
• A Culture of Excellence — Grow your expertise through advanced training, mentorship, and professional development as you build your career in post-acute rehabilitation.
• Value and Recognition — Your contributions are recognized, your voice influences decisions, and your impact is celebrated.
• An Inclusive Workplace — Thrive in a collaborative environment where diverse perspectives are embraced.

Benefits That Support You

We invest in the people who make exceptional outcomes possible. Our team enjoys a comprehensive and competitive benefits package designed to support your health, financial well-being, and work-life balance at every stage of your career, including:

• Medical, dental, and vision insurance options, plus employer-paid basic life and disability insurance
• Employer-sponsored 403(b) retirement plan with employer match, plus FSA/HSA account options
• Professional development support and Operational Leadership opportunities
• Generous paid time off, including paid holidays, and parental, personal, and bereavement leave
• An employee recognition program that celebrates your contributions and impact
• Wellness and self-care resources, including access to the building’s on-site fitness center

Patient Services Associate

As a Patient Services Associate at Rise Neurorehab Institute, you’ll serve as the welcoming first point of contact for individuals recovering from brain injury, spinal cord injury, stroke, and other complex neurological conditions — working with both pediatric (age 8+) and adult patients. You’ll manage check-in and check-out, scheduling, insurance verification, and front-desk communication across all of Rise’s service lines, ensuring every person who comes through our doors feels welcomed and supported from their very first interaction. This is your opportunity to be the friendly face of a founding, mission-driven organization — and to help shape what compassionate, coordinated care looks like in Georgia for years to come.

Schedule

Full-Time

Location:

6190 Powers Ferry Rd, STE 320, Atlanta, GA 30339

Job Responsibilities

• Facilitate a welcoming, person-centered first point of contact for all individuals entering Rise, greeting patients and families with a friendly and professional demeanor.
• Check in patients and verify demographics and insurance information as appropriate per process protocol.
• Manage front-desk phone operations, including answering multi-line incoming calls, monitoring voicemail, responding to general inquiries, and directing calls appropriately, following established protocols for identifying and escalating urgent or emergent issues without providing clinical guidance.
• Maintain scheduling across Rise's clinical and wellness services to support maximum clinic capacity, and send appointment reminders and follow up on missed or rescheduled appointments.
• Check out patients, collecting copays, coinsurance, deductibles, and outstanding balances, and explaining general insurance rules to patients, deferring to the Practice Manager or Case Manager for questions beyond general understanding.
• Document scheduling, check-in/check-out, and front-office communications in accordance with organizational standards.
• Update and maintain accurate demographic, contact, and administrative information in the electronic medical record (EMR) system; does not create, edit, or update clinical/medical documentation.
• Maintain confidentiality of patient information during check-in, scheduling, and all front-office interactions, in accordance with HIPAA and organizational privacy policies.
• Identify and help resolve patient and family issues, following through to ensure resolution, and escalating to supervisor as appropriate.
• Collaborate with clinical staff to support patient flow and service excellence.
• Manage incoming and outgoing mail, faxes, scans, and other communications, including monitoring and responding to the general facility email account as appropriate.
• Ensure front office, waiting area, and caregiver reprieve areas are clean, organized, and stocked as appropriate.
• Stay current on front-office systems, scheduling practices, and customer service standards, integrating process improvements as appropriate.
• Assist in orienting newly hired staff to front-office procedures, scheduling systems, and role-specific protocols as needed.
• Supports Rise's ongoing pursuit of CARF accreditation by maintaining compliance with organizational policies, procedures, and quality standards.

Knowledge, Skills, and Abilities

• Strong critical thinking and sound judgment, with the ability to effectively prioritize, organize, and manage front-office tasks and patient flow.
• Exceptional customer service and interpersonal skills, including timely verbal, non-verbal, and written communication and active listening, necessary to interact effectively with patients, families, and staff in various circumstances.
• A person-centered approach to service delivery, treating all individuals with dignity, respect, and sensitivity to their individual needs and circumstances.
• A collaborative, solutions-oriented approach to problem-solving and conflict resolution.
• Proficiency with clinical documentation systems and electronic health records.
• Awareness of patient privacy and confidentiality requirements when managing check-in, scheduling, and communication in a shared clinic environment.
• Ability to identify and help resolve access barriers (e.g., scheduling, communication, transportation) that may affect a patient's ability to receive services.
• Knowledge of Rise's service lines and general scheduling requirements sufficient to accurately schedule appointments and direct patient or family questions to the appropriate provider or staff member.
• Strong organizational skills, high level of attention to detail, and follow-through.
• Knowledge and utilization of patient registration systems, insurance verification systems, and/or Medicaid portals.
• Commitment to ongoing professional growth and skills relevant to front-office operations and patient service.
• General knowledge of neurological diagnoses commonly encountered in neurorehabilitation, sufficient to support general understanding of the population served.
• Knowledge of age-specific patient care needs across the lifespan, from pediatric to geriatric populations.
• Willingness to adapt to changing work demands and environments.

Physical Demands

• Occasional movement about the clinic and administrative areas throughout the workday.
• May lift a negligible weight frequently and up to 10 lbs occasionally (e.g., files, office supplies).
• Repetitive hand, wrist, and upper extremity movements during computer use, documentation, and administrative tasks.
• Ability to sit for extended periods during check-in/check-out, phone operations, scheduling, and administrative tasks.
• Visual acuity sufficient to read patient demographic and insurance information, scheduling systems, and computer/equipment displays.
• Hearing sufficient to communicate effectively with patients, families, and team members, and to monitor facility alerts.

Rise is committed to providing reasonable accommodations to qualified individuals with disabilities.

Required Education:

• High school diploma or equivalent.

Required Licensure / Certification:

• BLS certification (active within two (2) weeks of hire and maintained annually).

Preferred Qualifications:

• At least one (1) year of front desk, medical receptionist, or customer service experience in a healthcare or clinical setting preferred.
• Experience with complex neurological populations (Brain Injury, Spinal Cord Injury, Stroke).
• Experience with pediatric populations (ages 8+).
• Experience with insurance verification, copayment collection, and patient registration in a medical office.

This description reflects the general nature and scope of responsibilities associated with this role. It is not intended to serve as a comprehensive list of every duty, task, or expectation associated with the position.

Rise Neurorehab Institute is an Equal Opportunity Employer. All employment decisions are made without regard to race, color, religion, sex, age, national origin, disability, genetic information, veteran status, gender identity or expression, sexual orientation, marital status, pregnancy or related medical conditions, or any other characteristic protected by applicable federal, state, or local law.