Physical Therapy Front Office

Concentra•Warren, MI

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 PTSS manages therapy referrals and scheduling, assists with patient registration and check-out, orders supplies, maintains the therapy department, and may perform assigned medical back-office duties. The role helps ensure patients receive quality clinical care and a welcoming, respectful experience. The position also performs clerical work in the front and back office, maintains accurate records, supports patient flow, and keeps the facility and therapy equipment clean and maintained. It requires discretion when handling confidential information and compliance with HIPAA guidelines and safety rules. Duties may change, and additional tasks may be assigned.

Requirements

High school diploma or GED.
At least six months of referral management experience.
Ability to use logic to identify key facts, explore alternatives, and propose quality solutions.
Strong customer service skills and ability to interact with people tactfully and professionally.
Ability to handle sensitive and confidential information in accordance with federal and state 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.
Demonstrated service mentality, attention to detail, sense of urgency, initiative, and flexibility.

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 prescribed therapy treatments.
Maintain records for active referrals in the electronic referral module, including referral status and relevant correspondence.
Process referrals using company tools and resources in accordance with state guidelines and client-specific directions.
Work with medical and therapy leadership to follow the medical model for therapy referrals.
Report referral denials or delays to leadership as needed.
Schedule authorized visits in accordance with the clinician’s referral, without exceeding authorized visits or dates.
Contact patients who miss appointments and/or report missed appointments to the employer.
Document cancelled or rescheduled appointments in the patient’s EMR and work with the COD/CTD to evaluate cases for possible closure as inactive.
Perform front- and back-office clerical tasks related to patient care and recordkeeping, ensuring accurate documentation.
Cross-train for Front Office duties, including greeting patients, obtaining authorization, check-in/check-out, communicating wait times, answering a multi-line phone system, and distributing employer results or paperwork.
Manage daily therapy supply inventory; wipe 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 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.
Arrange 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 and participate in initial and ongoing training.
May perform back-office tasks such as urine drug screens and breath alcohol tests.