Front Desk Coordinator
Job Description

Key Metrics:

● #Patient Visits Attended/Week
● #Evaluations Attended/Week
● #Cancellations/Week
● % Maintained Appointments/Week (attended/scheduled)
● #Openings/Week
● #Referrals/Week
● % Collections/Week (collected/due)

Key Descriptors: Efficiency, Accuracy, Speed, Flexibility, Courtesy, Anticipatory, Communicative

Key Responsibilities:

Complete control of all office communication (incoming & outgoing) to include visitors, phone calls, faxing, patient emails.

• Greet patients, families, and delivery people warmly and by name.
• Delivers communication to therapists in a timely manner and ensure proper follow up. Politely interrupt a therapist in a session if a medical office has called for them. Delivers message to therapist from a patient and ensures return communication within 24 hours.
• Continual management of correspondence using the pick-up folder such that 8 or less items are in it at any given time

Complete control of all appointment scheduling

• Calling/texting/emailing all new patient referrals within 24 hours of receipt
• Using texting when a call is not picked up by a parent
• Scheduling all new patient evaluations, follow up appointments, and re-assessments
• Resolve scheduling conflicts by working directly with therapists o Maintain/utilize patient waitlist to fill all openings in schedule; immediate attention and persistence given to filling of same day cancellations o Cluster book appointments to avoid gaps in therapist scheduling
• Notify all hourly clinical staff of changes to their schedule which impacts their start time the following day
• Remove all unfilled holds on the schedule at the appropriate time and work to fill
• Management of inclement weather or therapist sick/crisis rescheduling
• Continual management of Active Referral log such all columns up to date and within timeframes listed on the log for follow ups/receipt of info/etc.

Complete control of all appointment cancellations

• Returning calls from patients who cancel either via voicemail or email
• Rescheduling all cancelled appointments to fit withing the patient’s weekly frequency
• Review of dropped patients and attempt 3 phone calls to reactivate care

Ensure all patient charts are complete

• Scan & upload referral and all new patient paperwork into patient case
• Collect and enter all important patient information into EMR case (DOB, phone number, email address, home address, insurance information, etc)
• Ensure signed POC from physician is received following each patient evaluation or re- evaluation

Record and review daily/weekly stats/metrics

Complete control of patient insurance/payments:

• Completion of new patient insurance verification at least 1 wk prior to patient’s 1st scheduled visit (within same week referred/scheduled as able)
• Complete predeterminations/authorizations and run whiteboard meeting. Inform therapists of needed clinical information
• Complete payment agreements by 48 hours prior to appt and have available for senior to review. Exception to 48 hours is when mold scheduled spontaneously by a therapist. Senior still reviews in these cases. Parents given (email) payment agreement and IVW (insurance verification worksheet) a minimum of 24 hours prior to appt. Parent provided with education on why we recommend they contact their insurance company and how to complete the IVW.
• Monitor each patient’s insurance limits (visit limit, cap limitations, authorization, etc) and work with Office Manager to ensure all are kept up to date with no patient being seen without coverage.
• Collection and recording of payments to be completed at each visit (self pay, copays, estimated deductibles, balances)
• Concisely and accurately convey insurance benefits to parents with approachability at time of check in for visit. Meeting the level of detail that is meaningful/helpful to that particular parent. Listen and anticipate needs and read body language
• Inform parents of foundation and donation sources when eligible and/or financial issues noted
• Reports due to MEG Business every Monday morning

Complete control of maintaining office environment:

• Keep clinic clean and presentable as per policy throughout the day including opening and closing log *must be able to ascend/descend staircase at least 4x/hour*

Complete control of cranial band procedures:

• Set up and clean up for clinical procedures (molds/scans).
• Ensuring cranial band tracking and delivery are within range of Patient appointments
• Maintain supply and organization of all office paperwork (both admin & clinical)
• Assistance and management of photo taking and photo report creation
• Manage band receipt with confirmation that name and pattern match specs
• Be in contact with clinical director and/or treating therapist about band not arriving as scheduled for delivery

Work directly with marketing department to track marketing resource for each patient evaluation; fill out intake form fully, asking parent’s questions in such a manner as to get full information

Birthday cards (1st and 2nd birthdays) sent out by the 5th of each month

Assist Office Manager and other management staff on any special projects as directed

Will continuously monitor items on daily checklist (scheduling, environment, insurance) to ensure completion & communication as appropriate

Job Type: Full-time

Pay: $17.00 - $23.00 per hour

Expected hours: 30 – 40 per week

Benefits:

• Health insurance
• Paid time off

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Application Question(s):

• This position requires administrative experience, preferably in the medical or dental field.

Can you confirm you have this type of experience?

Work Location: In person