Front Office Physical Therapy Specialist

Concentra•Gaithersburg, MD

2h•Onsite

About The Position

At Concentra, the Physical Therapy Support Specialist (PTSS) is a vital member of the patient care team, supporting the Center Therapy Director (CTD) and Staff Therapists to ensure excellent patient care. The role involves therapy referral management, patient scheduling, assisting with patient registration and check-out, supply ordering, maintaining the cleanliness of the therapy department, and potentially assisting with medical back office duties. The PTSS is responsible for providing quality clinical care and a welcoming experience to every patient, aligning with Concentra's mission to improve the health of America's workforce.

Requirements

High School Diploma or GED
Customarily has at least six months or more of referral management experience
Concentra Core Competencies of Service Mentality, Attention to Detail, Sense of Urgency, Initiative and Flexibility
Ability to make decisions or solve problems by using logic to identify key facts, explore alternatives, and propose quality solutions
Outstanding customer service skills as well as the ability to deal with people in a manner which shows tact and professionalism
The ability to properly handle sensitive and confidential information (including HIPAA and PHI) in accordance with federal and state laws and company policies
Demonstrated effective communication and interaction with employers, patients, providers, and other colleagues
Demonstrated ability to maintain working relationship with all levels of colleagues
Demonstrated intermediate knowledge of Microsoft Office such as Word, Excel, Outlook, and entry of data into various systems/applications
Strong teamwork with peers and center leadership team
Access to confidential and critical information, requiring ongoing discretion and secure information management

Nice To Haves

Previous medical office experience preferred
Working knowledge of state-specific occupational medicine requirements preferred

Responsibilities

Obtain timely authorizations from clients and/or insurance carriers for therapy treatments as prescribed by clinicians
Utilize the electronic referral module to maintain records for all active referrals of responsibility including detailing referral status, client/insurance/patient correspondence, etc.
Responsible for processing referrals utilizing company tools and resources to ensure that referrals are processed appropriately based on state guidelines or client specific direction.
Work with medical and therapy leadership to ensure our medical model is followed as it relates to therapy referrals.
Report any denials or delays to leadership as needed
Must ensure all authorized visits are scheduled according to the clinician's referral without going above the number of authorized visits or outside of authorized date range
Contact patients who miss an appointment and/or report missed appointment to employer
Document any cancelled or rescheduled appointments in the patient's EMR and partner with Center Operations Director (COD)/CTD to evaluate any cases that may be eligible for closure as an inactive case
Responsible for clerical tasks in both the front and back office associated with patient care and proper record keeping. Ensure accuracy in documentation.
Cross train to perform Front Office duties including greeting patients, obtaining authorization, check in/out, communicating wait times, answering multi-line telephone system, distributing employer results/paperwork, etc.
Responsible for daily therapy supply inventory management, wiping down treatment tables and equipment, washing/folding therapy linens, documenting equipment daily logs, performing Human Performance Evaluations (HPE’s), and rooming patients for recheck appointments
Maintains therapy equipment including but not limited to hydrocollator, freezer, and paraffin and completes corresponding maintenance logs as applicable (daily/weekly/monthly/etc.)
In partnership with center leadership, assist with patient flow and volume
Keep patients informed of expected wait times during all aspects of the center visit
Assist in maintaining a neat, clean, and orderly appearance throughout the facility.
Facilitate maintenance and required service on all therapy equipment.
Follow HIPPA guidelines and safety rules
Complete reports/logs as assigned by center leadership
Attend center staff meetings or huddles as required
Participate in initial and ongoing training as required
May also perform various back office tasks including but not limited to urine drug screens and breath alcohol tests