Therapy Front Desk Coordinator

Position Summary/Scope Of Responsibility

The Centers for Advanced Orthopaedics LLC (CAO) is one of the nation’s largest Orthopaedics practices, owned and operated by physicians, with over 60 locations across Maryland, Northern Virginia, and the District of Columbia.  With approximately 2,000 employees, working in 28 Divisions, CAO is a growing business with revenues of approximately $250 Million. CAO is committed to be the Orthopaedics provider of choice for our patients; partner of choice for payors and health systems; and employer of choice by attracting and retaining a talented workforce.

The Therapy Front Desk Coordinator is responsible for ensuring smooth and efficient operations of all therapy front desks including providing excellent customer service to all people who interact at the front desk. The Front Desk Coordinator is responsible for ensuring that all front desk policies and procedures are followed at any CAO therapy location assigned.

Primary Responsibilities

1. Provide quality customer service to all patients, vendors and all other people who walk into or call the therapy clinic.
2. Address scheduling and billing patient issues and complaints and when necessary, defer to the Therapy Site Lead/Manager.
3. Track visit limits, authorizations, and prescription expiration dates for all patients. Perform daily “click-throughs” to ensure all patients scheduled for the following day have current prescriptions/authorizations and are not overdo for a re-evaluation.
4. Schedule, cancel and reschedule patient appointments and contact patients who no show for their appointments.  Attempt to schedule patient appointments out in advance.  Ensure that patients who call to cancel appointments are offered rescheduled appointments within the same week when possible and filling wait list appointments as they appear. Confirm new patient appointments.
5. Verify patient insurance eligibility and benefits and/or obtain pre-authorization prior to patient visit and as needed throughout patient’s length of care.
6. Check in patients and collect copayment, co-insurance, deductible, self-pay rate immediately upon arrival and payments for DME and supplies prior to patient’s departure. 
7. Issue appropriate new patient registration paperwork to new patients and assist them with completion when necessary. Ensure all new patient registration paperwork is fully completed with all necessary signatures.
8. Assist with appeals to insurance companies to extend therapy services as necessary.
9. Obtain and track signatures for Medicare Plans of Care and Medicare Recertifications.
10. Greet people immediately upon entering clinic and answer phone calls and check voicemails and respond to voicemails every hour.
11. Complete the daily opening and closing procedures as specified by the practice/billing office.  
12. Run daily, weekly, and monthly TheraOffice and/or ModMed reports as required by Site Lead/Manager.
13. Monitor inventory of office supplies and orders or delegates ordering as appropriate and when necessary.  Must obtain approval from Therapy Site Lead/Manager prior to ordering a supply piece of equipment, which exceeds $300.
14. Continuously seek ways to improve overall therapy front desk operations and patient and staff satisfaction.
15. Communicate with Therapy Site Lead/Manager and Director whenever necessary to keep him/her informed of any developments, problems, concerns, etc. which occur at the front desk.
16. Performs other duties as assigned.

Required Education & Experience

• High School Diploma or GED required. 
• CPR for Healthcare Providers certification.
• 1+ years’ experience in administrative roles, preferably in a medical environment.
• Experience and proficiency working with computers and electronic medical records.

Competencies/Required Skills

• Strong Interpersonal Skills - Ability to develop relationships and collaborate in a decentralized organization.
• Demonstrated ability to organize, prioritize, and manage multiple tasks in a dynamic environment with a proven track record of results.
• Strong oral and written communication skills with excellent self-discipline and patience
• Proficiency in Windows based office technologies (e.g., Word, Excel)
• Thorough knowledge of CPT & ICD-10 coding procedures.
• Thorough knowledge of Medicare and third-party billing.
• Thorough knowledge of Workers Compensation insurance its unique features and requirements.
• Able to work independently.
• Exudes professionalism in presentation.
• Must be able to read, write, speak, understand, and communicate in the English language.

Physical Demands

• Must be able to sit for long periods of time and lift up to 25 pounds.  
• Must be able to use appropriate body mechanics techniques when performing desk duties.  
• Requires frequent bending, reaching, repetitive hand movements, standing, walking, squatting, and sitting.
• Adequate hearing to perform duties in person and over telephone.
• Must be able to communicate clearly to patients in person and over the telephone.
• Visual acuity adequate to perform job duties, including reading materials from printed sources and computer screens.