Front Office Support Specialist

Position Summary:

At Ivy Rehab, we're "All About the People"! As a Front Office Support Specialist, you will play a crucial role in our mission to help enable people to live their lives to the fullest.

Join Ivy Rehab’s dedicated team where you’re not just an employee, but a valued teammate! Together, we provide world-class care in physical therapy, occupational therapy, speech therapy, and applied behavior analysis (ABA) services. Our culture promotes authenticity, inclusion, growth, community, and a passion for exceptional care for every patient.

Job Description:

The Front Office Support Specialist will report to the Front Office Business Partner and works in combination with Regional and Clinical Directors to ensure a high level of patient satisfaction and that Ivy RCM Front Office goals and best practices are achieved. In this role, you will be driving both internal and external customer satisfaction with a focus on training, troubleshooting, and optimization. The ideal candidate will possess the business acumen to support revenue cycle front office operations for multiple locations throughout the assigned region. 
 
Your responsibilities will include: 

• Conduct and facilitate targeted training and education for front office teammates to improve assigned clinics’ front office performance in collaboration with Clinic Directors 

• Assist Front Office Business Partner in monitoring and managing assigned clinics’ front office performance via KPIs, reporting and auditing 

• Partner with Front Office Business Partner to lead and/or facilitate weekly remote front office teammate meetings to promote culture, engagement, and high performance and provide upcoming 

• Identify and troubleshoot front office process challenges and/or risks and apply critical thinking to establish and implement efficient workflows 

• Partner with Regional and Clinic Directors to execute and implement action plans and policies and procedures for front office revenue cycle improvement as needed 

• Participate in front office teammate recruitment and hiring processes in partnership with Clinic Directors 

• Ensure front office teammates adhere to company policies and procedures 

• Ensure compliance with all front office operational procedures and best practices 

• Collaborate with Clinic Directors to coordinate remote front office coverage 

• Partner with Infinx Team Lead(s) to ensure verification and authorization standards and workflows are being adhered to by front desk teammates and provide additional training and re-education as needed 

• Provide front office workflow support and guidance to teammates with questions 

To excel in this role, you should possess: 

• Excellent interpersonal and communication skills with ability to adjust style to suit circumstance and navigate issues with tact and diplomacy 

• Possess a high-level understanding of front office operations, preferably in an outpatient therapy setting 

• Problem-solving skills and ability to identify gaps in skills 

• Understanding of effective teaching and training methodologies and tools 

• Organizational and time management abilities 

• Ability to give and receive feedback effectively 

• Proficient in Microsoft Office, EMR and other technical software 

Why choose Ivy?