Therapy Front Desk Lead

POSITION OVERVIEW: 

 Supervise front office personnel and work functions at all locations. Act as liaison between patients in the reception area, therapy department, and business office. 

  ESSENTIAL FUNCTIONS:  

• 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.  

Essential Work Functions

• 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.

Requirements

DESIRED QUALIFICATIONS AND SKILLS:

• 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

REQUIRED QUALIFICATIONS AND SKILLS: 

• 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 

PAY & 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  
• Most positions offer Monday – Friday work schedules 

WORKING CONDITIONS:

• Typical business office environment 
• Possibility of local travel 
• Constant viewing of computer monitor, mousing and typing 
• Frequent standing, walking and sitting 
• Frequent stooping, lifting, carrying and pushing/pulling 10 pounds or more 
• Occasionally lift and/or move up to 50 pounds 
• Specific vision abilities required by this job include close vision, color vision, peripheral vision, and ability to adjust focus 
• Hours of business are Monday – Friday from 8:00 a.m. to 5:00 p.m. Must be able to work early, late and long hours, as needed, to meet the essential functions of the job