Patient Access Specialist - Therapy Department Call Center

Vero Orthopaedics Inc•Vero Beach, FL

15d•Onsite

About The Position

The Patient Access Specialist - Therapy Department Call Center serves as a primary point of contact for patients seeking physical and occupational therapy services. This position answers incoming therapy calls, schedules evaluations and follow-up appointments, manages incoming therapy orders and referrals through the NextGen Electronic Health Record (EHR) inbox, and assists patients throughout the scheduling process. The position works closely with therapy providers, referring providers, clinical staff, and front desk team members to promote timely access to care and an exceptional patient experience. This position may also provide coverage at the Therapy Department front desk as needed.

Requirements

High school diploma or equivalent required.
Strong computer, keyboarding, organizational, and customer service skills.

Nice To Haves

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

Responsibilities

Answer a high volume of incoming therapy telephone calls promptly, courteously, and professionally.
Determine the nature of each call, provide accurate information, and route calls or messages to the appropriate therapy team member when needed.
Schedule, confirm, cancel, and reschedule physical and occupational therapy evaluations and follow-up appointments.
Coordinate appointments based on therapist availability, specialty, treatment frequency, plan of care, and department scheduling guidelines.
Explain therapy scheduling procedures and communicate appointment requirements to patients clearly and compassionately.
Maintain accurate electronic appointment schedules and assist with minimizing open appointment times and scheduling gaps.
Document patient communications and scheduling activity clearly, concisely, and accurately in NextGen.
Monitor and manage the Therapy NextGen EHR inbox throughout the workday.
Review incoming therapy orders and referrals from Vero Orthopaedics providers for completeness and scheduling readiness.
Contact patients promptly to schedule therapy services after receiving an eligible order or referral.
Communicate with referring providers, clinical staff, and therapy staff to obtain missing information, clarify orders, or resolve scheduling concerns.
Track outstanding therapy orders and referrals and complete appropriate 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 accurate 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 all office privacy and security requirements.
Provide exceptional service to patients, families, providers, coworkers, and outside referral sources.
Perform other related duties and therapy administrative projects as assigned or requested.
Provide front desk coverage within the Therapy Department when needed due to staffing, breaks, absences, or patient volume.
Greet patients and assist with therapy check-in and check-out in a friendly and professional manner.
Verify and update patient demographic and insurance information.
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.