Patient Access Specialist - Therapy Department Call Center

Vero Orthopaedics Inc•Vero Beach, FL

5d•Onsite

About The Position

The Patient Access Specialist serves as a primary point of contact for patients seeking physical and occupational therapy services. The role answers incoming therapy calls, schedules evaluations and follow-up appointments, manages therapy orders and referrals through the NextGen Electronic Health Record (EHR) inbox, and assists patients throughout the scheduling process. The specialist works with therapy providers, referring providers, clinical staff, and front desk team members to support timely access to care and a positive patient experience. The position may also provide coverage at the Therapy Department front desk as needed. Front desk coverage may include greeting patients, helping with check-in and check-out, verifying demographic and insurance information, collecting patient balances, assisting with forms, supporting patient flow, and maintaining an organized and welcoming area. This position does not supervise other employees. It receives supervision from the Therapy Managers on administrative and other matters and collaborates with therapy providers and staff, front desk personnel, referring providers, physicians, advanced practice providers, patients, and families. The role requires a high school diploma or equivalent. One year of relevant experience and experience in therapy, rehabilitation, orthopaedics, medical terminology, referral processes, and NextGen are preferred. The position is full-time, on-site, Monday through Friday, generally from 8 AM to 5 PM, with hours subject to department needs.

Requirements

High school diploma or equivalent.
Strong computer, keyboarding, organizational, and customer service skills.
Excellent telephone etiquette and clear verbal and written communication skills.
Ability to work efficiently in a high-volume call center and patient access environment.
Ability to multitask across calls, EHR inbox work, scheduling, messages, and front desk responsibilities.
Strong attention to detail, accurate documentation, and timely follow-through.
Ability to prioritize work and recognize matters requiring prompt attention or escalation.
Ability to work independently and collaborate effectively with providers, staff, supervisors, and physicians.
Ability to maintain strict confidentiality of patient information and office business practices.
Must pass a background check and drug screen.

Nice To Haves

One year of medical office, patient access, scheduling, or call center experience.
Physical therapy, occupational therapy, rehabilitation, or orthopaedic office experience.
Knowledge of medical terminology and referral processes.
Experience using an Electronic Health Record; NextGen experience preferred.

Responsibilities

Answer incoming therapy telephone calls promptly, courteously, and professionally; determine the nature of each call, provide accurate information, and route calls or messages as needed.
Schedule, confirm, cancel, and reschedule physical and occupational therapy evaluations and follow-up appointments.
Coordinate appointments according to therapist availability, specialty, treatment frequency, plans of care, and department scheduling guidelines.
Explain therapy scheduling procedures and appointment requirements to patients.
Maintain accurate electronic appointment schedules and help minimize open appointment times and scheduling gaps.
Document patient communications and scheduling activity accurately in NextGen.
Monitor and manage the Therapy NextGen EHR inbox throughout the workday.
Review incoming therapy orders and referrals for completeness and scheduling readiness.
Contact patients promptly to schedule therapy after receiving an eligible order or referral.
Work with referring providers, clinical staff, and therapy staff to obtain missing information, clarify orders, and resolve scheduling concerns.
Track outstanding therapy orders and referrals and follow up to reduce delays in patient care.
Enter and update patient demographic, contact, and insurance information in the practice management system as needed.
Create and route electronic messages to therapy providers and staff.
Process voicemail messages, appointment confirmation lists, no-show information, and other therapy-related communications as assigned.
Maintain patient confidentiality and comply with HIPAA and office privacy and security requirements.
Provide service to patients, families, providers, coworkers, and outside referral sources.
Perform other related duties and therapy administrative projects as assigned or requested.
Provide Therapy Department front desk coverage when needed due to staffing, breaks, absences, or patient volume.
Greet patients and assist with therapy check-in and check-out.
Verify and update patient demographic and insurance information at the front desk.
Collect co-payments, deductibles, and outstanding balances in accordance with office procedures.
Assist patients with required forms and communicate appointment or follow-up information.
Support efficient patient flow and maintain an organized, welcoming front desk area.