Physical Therapy Specialist Front

Concentra•Vancouver, WA

14h•$17 - $21

About The Position

The Physical Therapy Support Specialist (PTSS) supports the Center Therapy Director and Staff Therapists so they can focus on providing patient care. The role manages therapy referrals and authorizations, schedules patients, assists with registration and check-out, orders supplies, and maintains a clean therapy department. It may also include assigned medical back-office duties. The PTSS helps ensure patients receive quality clinical care and a welcoming, respectful experience. The position handles referral processing and tracking, authorization coordination, appointment management, and accurate patient documentation. It works with medical and therapy leadership to follow the center’s medical model and applicable state or client-specific requirements. The PTSS also supports patient flow, front-office operations, therapy equipment and supplies, and related logs and reports. Other duties may be assigned or changed as business needs require.

Requirements

High school diploma or GED.
At least six months of referral management experience is customary for the role.
Ability to make decisions or solve problems using logic to identify key facts, explore alternatives, and propose quality solutions.
Outstanding customer service skills and the 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 experience entering data into systems or applications.
Strong teamwork with peers and the center leadership team.

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 therapy treatments prescribed by clinicians.
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 according to the clinician’s referral without exceeding authorized visits or dates.
Contact patients who miss appointments and/or report missed appointments to employers.
Document cancelled or rescheduled appointments in the patient’s EMR and work with the Center Operations Director and Center Therapy Director to evaluate cases for possible closure as inactive.
Perform clerical tasks in the front and back office associated with patient care and record keeping, ensuring accurate documentation.
Cross-train and perform front-office duties, including greeting patients, obtaining authorizations, 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; clean treatment tables and equipment; wash and fold therapy linens; document equipment logs; perform Human Performance Evaluations; and room patients for recheck appointments.
Maintain therapy equipment, including hydrocollators, freezers, 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 servicing of therapy equipment.
Follow HIPAA guidelines and safety rules.
Complete reports and logs 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.