Therapy Access Coordinator – Call Center

Vero Orthopaedics; Vero Beach (FL); On-site; USD 36,000 - 52,000; Full time

Benefits offered by this job

Medical

Vision

Dental

Life Insurance

Disability Insurance

401(k)

Paid Time Off

Job summary

Vero Orthopaedics in Vero Beach, FL is seeking a Patient Access Specialist for the Therapy Department Call Center. This role handles high-volume therapy calls, schedules evaluations, and coordinates referrals in NextGen EHR to ensure timely access to care.

The position supports front desk coverage as needed, maintains accurate patient data, and collaborates with therapists and referring providers to resolve scheduling issues. Full-time, on-site role.

Qualifications

• High school diploma or equivalent required.
• One year of medical office, patient access, scheduling, or call center experience preferred.
• Physical therapy, occupational therapy, rehabilitation, or orthopaedic office experience preferred.
• Knowledge of medical terminology and referral processes preferred.
• Experience using an Electronic Health Record; NextGen experience preferred.
• Strong computer, keyboarding, organizational, and customer service skills.

Responsibilities

• Answer a high volume of incoming therapy telephone calls promptly, courteously, and professionally.
• Determine the nature of each call, provide accurate information, and route calls or messages to the appropriate therapy team member when needed.
• Schedule, confirm, cancel, and reschedule physical and occupational therapy evaluations and follow-up appointments.
• Coordinate appointments based on therapist availability, specialty, treatment frequency, plan of care, and department scheduling guidelines.
• Explain therapy scheduling procedures and communicate appointment requirements to patients clearly and compassionately.
• Maintain accurate electronic appointment schedules and assist with minimizing open appointment times and scheduling gaps.
• Document patient communications and scheduling activity clearly, concisely, and accurately in NextGen.
• Monitor and manage the Therapy NextGen EHR inbox throughout the workday.
• Review incoming therapy orders and referrals from Vero Orthopaedics providers for completeness and scheduling readiness.
• Contact patients promptly to schedule therapy services after receiving an eligible order or referral.
• Communicate with referring providers, clinical staff, and therapy staff to obtain missing information, clarify orders, or resolve scheduling concerns.
• Track outstanding therapy orders and referrals and complete appropriate follow-up to reduce delays in patient care.
• Enter and update patient demographic, contact, and insurance information in the practice management system as needed.
• Create and route accurate electronic messages to therapy providers and staff.
• Process voicemail messages, appointment confirmation lists, no-show information, and other therapy-related communications as assigned.
• Maintain patient confidentiality and comply with HIPAA and all office privacy and security requirements.
• Provide exceptional service to patients, families, providers, coworkers, and outside referral sources.
• Perform other related duties and therapy administrative projects as assigned or requested.

Education

High School Diploma or Equivalent

Tools

NextGen

Job description

Vero Orthopaedics in Vero Beach, FL is seeking a Patient Access Specialist for the Therapy Department Call Center. This role handles high-volume therapy calls, schedules evaluations, and coordinates referrals in NextGen EHR to ensure timely access to care.

The position supports front desk coverage as needed, maintains accurate patient data, and collaborates with therapists and referring providers to resolve scheduling issues. Full-time, on-site role.