Physical Therapy Patient Services Representative

Jordan-Young Institute Orthopaedic Surgery & Sports Medicine; Virginia Beach (VA); On-site; USD 22,000 - 30,000; Full time

Job summary

Jordan-Young Institute Orthopaedic Surgery & Sports Medicine in Virginia Beach seeks a Physical Therapy Patient Services Representative to support the Physical Therapy department with front desk duties, scheduling, and patient flow.

The role focuses on accurate documentation, patient greeting, insurance information collection, and coordinating with therapists and billing to ensure smooth operations.

Qualifications

• High school diploma or equivalent required.
• Minimum two (2) years of medical office, physical therapy, or healthcare administrative experience preferred.
• N/A licensure/certification.

Responsibilities

• Check in and greet patients with customer service focus.
• Receive and direct incoming calls professionally.
• Accurately document messages and forward to therapists promptly.
• Schedule appointments and collect demographic and insurance information.
• Explain insurance benefits and direct questions to Billing as needed.
• Maintain patient flow and update schedules in the system.
• Enter patient information into computer system and update demographics.

Skills

Customer Service

Communication

Organization

Time Management

Teamwork

Attention to Detail

Computer Skills

Professionalism

Education

High School diploma or equivalent

Associate degree in Healthcare Administration

Tools

EMR systems

Job description

PHYSICAL THERAPY PATIENT SERVICES REPRESENTATIVE

The Physical Therapy Patient Services Representative provides administrative and scheduling support for the Physical Therapy department while ensuring efficient patient flow, accurate documentation, and exceptional customer service.

ESSENTIAL FUNCTIONS

• Check in and greet new and existing patients with the primary roll of customer service and patient care.
• Receive and direct incoming telephone calls politely and professionally.
• Accurately document messages and forward to therapists and personnel in a timely manner.
• Checks designated voicemail boxes on a regular basis and ensures timely follow-up on all calls.
• Appropriately schedules patient appointments; obtains complete and accurate medical, demographic and insurance information, and informs patients of Practice Financial Policy; directs calls to the JYI Billing department as appropriate for questions regarding insurance or payment issues.
• Obtain and explain insurance benefits to patients.
• Manages cancellation list, filling open slots wherever possible, and assisting in the creating of templates and PT schedules.
• Ensures patients present with required referrals and has good understanding of the PT Direct Access guidelines in VA.
• Attain insurance authorizations at the direction of the PT Auth personnel.
• Generates new patient charts, flowsheets and paperwork.
• Ensures new patients complete appropriate forms and sign consent and financial agreement prior to visit with provider; ensures all required forms are placed in the appropriate order in the medical record
• Accurately and efficiently enters patient information into computer program; registers new patients and updates established patient information with demographic and/or insurance changes.
• Notifies therapist or aide of patient readiness in a timely manner with delivery of patient charts. Seeks assistance when appropriate to maintain optimal patient flow
• Updates printed schedule with add-on or cancelled appointments and promptly notifies the billing of any new patients added on
• Collects co-pay, deductible, coinsurance, today’s visit charges, past due visit charges, DME payments; documents payments in computer system and control log; provides receipt to patient; reconciles control sheet with computer system.
• Forwards all cash and checks to the Practice Administrator for preparation of deposit slip.
• Schedules follow up appointments as necessary
• Performs tasks associated with the "opening & closing" of the office (including the straightening of the waiting room)
• Coordinates administrative supply orders
• Manages the rescheduling of patients when a therapist has a change in schedule
• Performs basic administrative tasks including scanning and faxing documentation

May need to perform coverage for Physical Therapy Technicians that may include but not limited to the following:

Coverage Responsibilities

• Keeping the clinic neat and maintaining an organized environment by placing things in their designated locations.
• Wiping down the clinic tables daily.
• Responsible for putting laundry away.
• Assisting the therapists with their patient as needed. This includes triaging patients to the clinic area, setting patients up on stimulators, ice, heat, bringing the therapists patient charts, copying and printing exercises, as well as any other duties as assigned.
• Helping with filing, checking in and out patients, confirming appointments, or any other front desk duties as needed.
• Performing all other tasks and projects assigned by the manager.
• Maintaining detailed knowledge of practice management and other computer software as it relates to job functions.
• Maintaining patient confidentiality; complying with HIPPA and compliance guidelines established by the practice.
• Reporting any problems to management.
• Being within eye sight/ear shot of therapists.
• Anticipates schedule of patients and helps therapist accordingly.
• Stocking all areas before going to break, lunch, or leaving for the day
• Communicates with staff regarding his/her schedule (time-off or being early/late)
• Other duties as assigned.

REQUIRED QUALIFICATIONS

Education: High School diploma or equivalent required.

Experience: Minimum two (2) years of medical office, physical therapy, or healthcare administrative experience preferred.

Licensure/Certification: N/A

PREFERRED QUALIFICATIONS

• Associate degree in Healthcare Administration or related field.
• Experience with EMR systems.
• Physical therapy or rehabilitation office experience.

CORE COMPETENCIES

• Customer Service
• Communication
• Organization
• Time Management
• Teamwork
• Attention to Detail
• Computer Skills
• Professionalism

PHYSICAL REQUIREMENTS

• Ability to sit, stand, walk, bend, and reach throughout the workday.
• Prolonged computer and telephone use.
• Ability to communicate effectively verbally and in writing.

WORK ENVIRONMENT

Professional healthcare and administrative office environment.

DISCLAIMER

This job description describes the general nature and level of work performed. Jordan-Young Institute reserves the right to modify duties and responsibilities as needed. Employees may be required to perform other duties as assigned.

EQUAL EMPLOYMENT OPPORTUNITY STATEMENT

Jordan-Young Institute is an Equal Opportunity Employer.