Front Office Physical Therapy Specialist

Concentra•Tinicum Township, PA

About The Position

The Physical Therapy Support Specialist (PTSS) supports the Center Therapy Director and Staff Therapists so they can focus on patient care. The role manages therapy referrals and authorizations, schedules patients, assists with registration and check-out, orders and maintains supplies, and keeps the therapy department clean and orderly. The specialist may also assist with medical back-office duties as assigned. The position aims to provide quality clinical support and a welcoming, respectful patient experience. The role includes clerical duties related to patient care and record keeping, maintaining referral and appointment documentation, coordinating with center leadership on patient flow, and helping patients understand expected wait times. It also involves maintaining therapy equipment and completing related logs, preparing treatment areas, and cross-training in front-office duties. Additional tasks may include urine drug screens and breath alcohol tests.

Requirements

High school diploma or GED.
At least six months of referral management experience.
Ability to make decisions or solve problems using logic to identify key facts, explore alternatives, and propose quality solutions.
Outstanding customer service skills and ability to interact with people tactfully and professionally.
Ability to handle sensitive and confidential information, including HIPAA and PHI, in accordance with applicable laws and company policies.
Effective communication and interaction with employers, patients, providers, and colleagues.
Ability to maintain working relationships with colleagues at all levels.
Intermediate knowledge of Microsoft Office, including Word, Excel, and Outlook, and ability to enter data into various systems and applications.
Strong teamwork with peers and the center leadership team.
Ability to exercise discretion and securely manage confidential and critical information.

Nice To Haves

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

Responsibilities

Obtain timely authorizations from clients or insurance carriers for clinician-prescribed therapy treatments.
Use the electronic referral module to maintain records for active referrals, including referral status and client, insurance, and patient correspondence.
Process referrals using company tools and resources in accordance with state guidelines or client-specific direction.
Work with medical and therapy leadership to ensure the medical model is followed for therapy referrals.
Report denials or delays to leadership as needed.
Schedule authorized visits in accordance with clinician referrals, without exceeding authorized visits or dates.
Contact patients who miss appointments and/or report missed appointments to employers.
Document canceled or rescheduled appointments in the patient's EMR and coordinate with the COD/CTD to evaluate cases for possible closure as inactive.
Perform front- and back-office clerical tasks associated with patient care and accurate record keeping.
Cross-train in Front Office duties, including greeting patients, obtaining authorization, checking patients in and out, communicating wait times, answering a multi-line telephone system, and distributing employer results or paperwork.
Manage daily therapy supply inventory; wipe down treatment tables and equipment; wash and fold therapy linens; document equipment daily logs; perform Human Performance Evaluations; and room patients for recheck appointments.
Maintain therapy equipment, including hydrocollator, freezer, and paraffin equipment, and complete applicable maintenance logs.
Assist with patient flow and volume in partnership with center leadership.
Keep patients informed of expected wait times throughout their center visit.
Help maintain a neat, clean, and orderly facility.
Facilitate maintenance and required service for therapy equipment.
Follow HIPAA guidelines and safety rules.
Complete reports and logs as assigned by center leadership.
Attend center staff meetings or huddles as required.
Participate in initial and ongoing training as required.
Perform various back-office tasks as needed, which may include urine drug screens and breath alcohol tests.