Front Desk Rep (Physical Therapy)

Description

Job Summary:

Performs customer service and related clerical duties in order to facilitate efficient and effective function of the Physical Therapy department.

Essential Duties and Responsibilities:

Patient Communication

• Greet patient when they arrive for appointments; perform check-in procedure, including verification of patient’s demographic and contact information.
• Answer phone calls, take messages and/or attempt to answer inquiries, including scheduling patient appointments according to current protocols.
• Contact patients to remind them of their appointments and determine possible cause(s) of any missed appointments.
• Notify patients when orthotics and specially ordered supplies have arrived, and schedule appointments for fitting, or mail supplies and instruction sheet to out-of-town patients.

Patient Documentation

• Locate and prepare patient charts for the next-day appointments, create charts for new patients, maintain patients charts by requesting operative reports and physician’s charts when needed.
• Copy initial patient evaluations and file in patient charts; provide copies to chart room for physician files and to referring/out-of-house Physicians, if necessary.
• Copy Physical Therapists’ notes and flow sheets for Worker’s Compensation and insurance requests.
• Provide New Patient Representative with outside referral information.

Patient Assistance

• Contact and arrange for transportation services for patients who are unable to provide their own.

Physical Therapy Equipment and Supplies

• Manage and maintain all Physical Therapy equipment rentals; monitor inventory of rental units and order more when necessary, answer questions from rental companies regarding patient information, complete and submit rental contracts, and ensure that units are furbished when returned.
• Send supplies and protocols sheets and exercise sheets to satellite clinics when requested by either the Physician of Physical Therapist.
• Contact the facilities/maintenance department when equipment or building repairs are needed.

Physical Therapists’ Schedules

• Manage Physical Therapists’ schedules; blocking out time off (when approved by the Director of Physical Therapy) on therapists’ schedules.
• Discharge patient charts who fail to attend physical therapy appointments; notify medical staff and therapists.

Interaction With Other Departments

• Facilitate communication between physicians, medical staff, and therapists.
• Cooperate with transcription, regarding letters of medical necessity.
• Maintain effective communication between the Physical Therapy department and all other departments, including satellite clinics.

Information Processing:

Confidentiality/Right to Privacy

• Observes confidentiality of information in regards to patients, physicians, therapists, and fellow employees.
• Protect patient sensitivities and right to privacy.

Computer Use - Patient Data

• Use computer to accurately enter, maintain, and retrieve patient data.

Interpersonal Skills:

Professional Image

• Projects a pleasant and professional image per policy.

Analyzing Skills

• Analyzes situations accurately, makes decisions to bring a favorable resolution, and take effective action; seeks out help when appropriate.

Flexibility/Stressful Situation

• Responds with flexibility to changing work load and/or patient assignments, able to be organized and function under stressful situations.

Initiative

• Exhibit initiative and self-directed behavior. Accept responsibility for own professional growth and personal conduct.

Mentor

• Acts as a mentor for new employees.

Adherence to Facility/Departmental Policy:

Attendance

• Maintain a good attendance record, arrive to work punctually and able to substantiate overtime.

Dress Code/Identification

• Follow dress code of the department, appear professional when present in the clinic, wear identification while on duty, and communicate name and role to patient appropriately.

Confidentiality

• Observe confidentiality of information in regards to patients, physicians, therapists, and fellow employees; ability to maintain confidentiality under HIPAA standards.

Staff Meetings/In-services