Secretary/Scheduler, Physical Therapy - Outpatient

Cape Cod Healthcare•Hyannis, MA

About The Position

The Secretary/Scheduler supports outpatient physical therapy services through front-office operations, patient registration, appointment scheduling, medical record management, and communication with patients, families, therapists, physicians, and third-party payors. The role maintains an efficient daily patient schedule and contributes to Cape Cod Hospital’s service commitment to compassion, accountability, respect, excellence, and service. The position answers calls and responds to inquiries, receives referrals, greets patients, checks in new patients, verifies required orders and insurance authorization, explains financial responsibility, and collects co-payments. It obtains pre-approvals and pre-certifications, schedules and adjusts appointments, maintains patient and provider information in databases, and manages registration and discharge processes. Additional duties include preparing and maintaining medical charts and records, processing record requests, sorting and distributing mail, assisting with purchase orders, and maintaining office and break-room supplies. The Secretary/Scheduler communicates clearly and tactfully while maintaining confidentiality, attends departmental meetings as required, and performs other related duties as assigned or requested.

Requirements

Ability to read, write, and communicate in English.
High school graduate or GED.
Two years of recent experience, within the past three years, in a medical or rehabilitation office, clinic, or comparable hospital setting.
One year of recent experience, within the past three years, working with third-party payors, including referrals.
Successful completion of a basic medical terminology course or successful passage of the CCH Medical Terminology exam.
Demonstrated computer keyboarding skills.

Responsibilities

Answer telephone calls promptly and professionally; respond to inquiries, take messages, and receive telephone and in-person referrals for therapy services.
Greet and acknowledge patients, check in new patients, provide paperwork, photocopy insurance cards, and verify that physician orders and insurance authorizations are present and valid.
Explain patients’ financial responsibility and obtain a signed financial liability waiver when insurance authorization has not been confirmed.
Obtain prior approvals and pre-certifications from third-party payors and document approval numbers in the medical record.
Schedule initial and ongoing therapy appointments, pre-register patients, and enter data into the database.
Print forms and labels, assemble medical charts, and place labels on chart pages.
Sort and open mail and distribute it to staff, including delivering correspondence and recertification forms to physicians.
Copy and process medical record requests from insurance companies and attorney’s offices.
Collect patient co-payments and prepare deposits for courier pickup.
Maintain and file medical records and reports in the proper format, and make records and materials available for treatment, audit, study, or billing procedures.
Regularly update knowledge of third-party payor regulations and register patient accounts daily.
Process cancellations and no-show appointments, notify therapists of schedule changes, and reschedule or extend patient appointments as needed.
Confirm Out Of Area Provider information, including full name, address, phone, fax, and NPI number; enter information into the database at registration and file the medical record.
Re-register ongoing patients on the first of the month after auto-discharge at the end of the month, and discharge patients from registration when services are complete.
Edit therapists’ schedules to reflect time off, sick time, vacations, in-service sessions, and meetings; contact patients to reschedule when a therapist is unavailable and update the computerized schedule.
Maintain efficient daily patient scheduling and front-office operations.
Maintain adequate office and break-room supplies and assist with processing purchase orders.
Communicate clearly and tactfully with patients and their families while maintaining confidentiality.
Attend departmental meetings as required and perform other related duties as assigned or requested.
Consistently provide service excellence to patients, family members, visitors, volunteers, and co-workers in keeping with Cape Cod Hospital’s CARES commitment.