Therapy Front Desk Lead

Orthopedic Centers of Colorado • Superior, CO

4d • Onsite

About The Position

Supervise front office personnel and work functions at all locations. Act as liaison between patients in the reception area, therapy department, and business office. This role involves maintaining patient treatment schedules, ensuring smooth patient appointments, and overseeing the completion of discharged patient documentation. The lead will also distribute and collect patient satisfaction surveys, assist in training new staff, and demonstrate effective communication skills. Collaboration with Lead Therapists is crucial for addressing clinical concerns related to scheduling, PTO coverage, and other clinical needs. The position requires good judgment, flexibility, initiative, and the ability to keep composure under stress. Prioritization of work activities based on clinic demands and adherence to policies regarding breaks, time off, and sick leave are essential. Safety awareness and maintaining a clean work environment are also key responsibilities. The role includes managing the Visual Management Board, collecting and reporting on the scorecard, running Medicare plan of care reports, and mentoring front office staff. Additional duties include processing incoming therapy orders, collecting payments, verifying patient payment status, providing billing resource information, and obtaining necessary physician signatures. Proficiency in using information technology for job tasks, immediate and frequent patient acknowledgment, and a willingness to go the extra mile are expected. The lead will professionally represent the clinic.

Requirements

• Minimum of two years’ experience in healthcare setting
• Knowledge of medical office procedures
• Knowledge of computer systems and applications
• Knowledge of grammar, spelling and punctuation
• Skills in operating business office machines
• Skills in answering the telephone in a professional manner
• Ability to read, understand and follow oral and written instruction
• Ability to establish and maintain working relationships with patients, employees and the public
• Strong organizational and interpersonal skills dealing with a diverse range of people and situations
• Ability to work collaboratively and make appropriate decisions
• Ability to act with integrity regarding all matters
• Ability to exercise a high degree of initiative and independent judgement in solving problem
• Excellent telephone etiquette and communications skills

Responsibilities

• Supervises staff with direct patient contact and administrative-related activities.
• Maintains patient treatment schedules consistent with the needs of the department.
• Ensures smooth patient appointments from arrival to departure.
• Runs reports to ensure all discharged patient documentation is complete and discharge documented.
• Distributes and collects patient satisfaction surveys.
• Assists in training and orientation of new staff.
• Demonstrates effective communication methods, either written, verbal, non-verbal, or electronic.
• Works closely with Lead Therapists to address any clinical concerns related to scheduling, including coverage for clinical PTO, illness, and access of NP and FUVs.
• Exercises good judgment in communication regarding timing, circumstances, place and person.
• Makes effective decisions that reflect clear and logical thinking.
• Demonstrates flexibility and works proactively in examining new approaches in response to changing organizational objectives.
• Identifies and responds appropriately to both internal and external customer needs utilizing available resources.
• Keeps composure under stress.
• Is approachable and compassionate.
• Prioritizes work activities based on clinic demands to complete assignments within designated timeframes with little to no supervision.
• Observes policies regarding break/meals, time off, and calling in sick.
• Demonstrates behavior that protects the safety of self/others and of the physical plant and equipment.
• Demonstrates environmental awareness by maintaining work areas in clean and unobstructed order.
• Follows policy when accidents occur.
• Is responsible for maintaining the Visual Management Board, collecting and reporting on the scorecard, running (weekly/monthly) Medicare plan of care reports, and distributing to appropriate personnel.
• Ensures duties are completed correctly and in a timely manner.
• Mentors and supports front office staff.
• Processes incoming therapy orders.
• Collects payments and provides receipts.
• Checks to assure patients are up to date with payments.
• Gives patients appropriate resource information related to billing issues.
• Obtain physician signatures as required (orders and MC plan of care).
• Demonstrates ability to use information technology in completing assigned job tasks.
• Acknowledges patients immediately when they approach the desk.
• Makes frequent contact with waiting patients.
• Demonstrates willingness and ability to go the “extra mile” in meeting customer needs.
• Represents the clinic professionally.

Benefits

• Medical, Dental and Vision Insurance
• Generous PTO package and paid holidays
• Company-paid life insurance and long term disability insurance
• Ability to purchase accident insurance, short and long-term disability insurance.
• Opportunities for internal training and development
• Retirement Plan eligibility after one month of service with eligibility in company profit sharing

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed