Job Description
Job Description
This position is primarily responsible for keeping the office schedules productive, working with doctors and HYG, and ensuring patient flow is efficient. To ensure that our patients feel welcome and comfortable within our office by correctly handling them from the first contact, through their arrival and treatment at the office, and departure with another visit scheduled. The TC is the person who has his/her control of the optimum flow of all patients and communication in the office. He/she is, in effect, the hub of the office, and as such, the office will be judged greatly by the image that he/ she will present. The position will also require an explanation of benefits and procedures to the patient making sure they understand their benefits, deductibles, and co-payments and collecting the proper amounts from patients. TC must also ensure insurance breakdowns are being done properly and that they are complete to ensure proper billing and PT's responsibility.
Key Responsibilities:
1. The person on the phone should be able to know from your voice that you are smiling and that your attention is on them. Excellent customer service while interacting with patients both over the phone and in person
2. Responsible for the flow of patients. If problems arise, find out why and let the manager or assistant manager know so the problem can be solved.
3. Responsible for directing patients to educational information that will be helpful to them.
4. Responsible for messages getting to the appropriate person checking voicemail and office email.
5. Ensure that appointments are confirmed for the next day’s schedule.
6. Make sure new patients know what to bring with them for their first visit.
7. Help with the check-in if needed.
8. Explain treatment plans to patients and be sure they are aware of cost and payment.
9. Make sure new patients are scheduled properly and help with eligibility when needed.
10. Call all “no shows” 10 minutes after the time they were to have arrived and get them rescheduled.
11. Ensure that any emergency patient is offered immediate attention if at all possible.
12. Reschedule patients who cancel appointments.
13. Handle phone inquiries from patients.
14. Locate charts as needed.
15. Keep the waiting/ reception area clean and orderly so it is a pleasant place for patients to wait.
16. Call patients with outstanding treatment and recall.
17. Schedule patient appointments within operational standards.
18. Assist with check out process with each patient by reviewing charts to ensure that all information is written properly and procedures are documented.
19. File patient charts on a daily basis.
20. Keep office schedule productive.
21. Any changes to the schedule (add on’s) need to be communicated to the back office immediately.
22. Other duties assigned.