About the position
The Front Desk Associate position at Orthopedic One is a vital role responsible for providing exceptional customer service and managing patient appointments in accordance with Therapy Services protocols. This position requires a friendly and professional demeanor as the associate will be the first point of contact for patients entering the clinic. The associate will greet patients promptly, assist them in navigating the clinic, and communicate effectively with clinical staff to ensure a seamless patient experience. The role also involves accurately checking patients in, updating their status in the Electronic Health Record (EHR), and collecting necessary demographic and insurance information. In addition to customer service duties, the Front Desk Associate will perform various clerical tasks, including answering phones, screening calls, and maintaining the cleanliness of the waiting area. The associate will also handle medical reception duties such as photocopying or scanning insurance cards and preparing documents for patient appointments. It is essential for the associate to balance daily deposits and co-payments accurately, pre-certify procedures as required by insurance providers, and adhere to policies regarding patient confidentiality and HIPAA regulations. The scheduling aspect of the role includes answering incoming calls to triage, schedule, or cancel appointments for therapy services, ensuring that follow-up work is completed promptly. The associate will utilize Therapy Services protocols to determine the best approach for scheduling patients and will check patients out after their appointments, scheduling follow-up appointments as necessary. Teamwork is a crucial component of this position, as the associate will need to collaborate with colleagues, assist in maintaining workflows, and contribute positively to the work environment. Compliance with company policies and procedures is also a key responsibility, ensuring that all activities align with the standards set forth in the Orthopedic One Employee Handbook.
Responsibilities
- Greet patients in a prompt, polite, and helpful manner.
- Direct patients within the clinic and communicate with clinical staff as needed.
- Answer patient questions and respond professionally to patient concerns.
- Accurately check patients in and update their status in EHR.
- Collect patient demographic and insurance information and update patient records.
- Perform medical reception duties including answering telephones and maintaining waiting area cleanliness.
- Copy return to work or physical therapy documents as needed.
- Print schedules and prepare patient information for the following day.
- Collect co-payments according to insurance plan and appointment type.
- Balance daily deposits and cash box according to department process.
- Pre-certify procedures as required by insurance provider and document appropriately.
- Perform various clerical duties including copying, faxing, and filing.
- Answer incoming calls to triage, schedule, or cancel appointments for therapy services.
- Ensure follow-up work is completed in a timely manner.
- Make outgoing calls to reschedule appointments or provide patient reminders.
- Check patients out when appointments end and schedule follow-up appointments as requested.
- Provide coverage and assistance within the department as needed.
- Comply with policies and procedures as outlined in the Orthopedic One Employee Handbook.
Requirements
- High School Diploma or equivalent required.
- Customer service experience and excellent communication skills required.
- Basic computer skills required, preferably in a Windows environment.
- Experience with medical management or other scheduling systems is preferred.
- Knowledge of medical terminology or previous medical office experience is desirable.
- Must maintain CPR certification.
Nice-to-haves
- Experience in a medical office setting.
- Familiarity with electronic health records (EHR).
Benefits
- Health insurance coverage.
- Paid time off for holidays and vacations.
