Ancillaries Front Office - Therapy

Knoxville Orthopaedic Clinic (KOC) is seeking a friendly, organized, and detail-oriented Ancillaries Front Office Team Member to join our Therapy department. This position plays an important role in creating a positive patient experience by supporting daily front-office operations for physical therapy, occupational therapy, and other ancillary services.

The Ancillaries Front Office position is responsible for greeting patients, coordinating appointments, managing patient registration and check-in/check-out processes, verifying insurance information, collecting payments, and maintaining accurate patient records. This role works closely with therapists, clinical Team Members, and other departments to ensure efficient patient flow and timely access to care.

The ideal candidate is an excellent communicator who enjoys helping others, thrives in a fast-paced healthcare environment, and understands the importance of accuracy, organization, and compassionate patient service.

What You'll Do

• Greet and assist patients and visitors arriving for physical therapy, occupational therapy, and other ancillary services.

• Complete patient check-in and check-out processes while maintaining a welcoming and professional environment.

• Verify and update patient demographic, insurance, referral, and appointment information.

• Collect required patient documentation, including identification, insurance cards, referrals, signatures, and necessary forms.

• Schedule, reschedule, and confirm therapy appointments according to provider orders, departmental protocols, and appointment availability.

• Communicate patient arrivals, schedule changes, and delays to therapists and other Team Members.

• Collect copayments, deposits, self-pay amounts, and outstanding patient balances in accordance with KOC procedures.

• Provide receipts, reconcile assigned payment activity, and report discrepancies when necessary.

• Answer incoming telephone calls and electronic messages, respond to routine patient questions, and direct inquiries to the appropriate department.

• Provide patients with appointment instructions, location information, required forms, and general information regarding therapy services.

• Maintain accurate patient records, account notes, scheduling information, and supporting documentation.

• Research and resolve incomplete or inconsistent registration, scheduling, insurance, or referral information.

• Collaborate with therapists, therapy assistants, authorization staff, registration, billing, and other departments to help prevent delays in patient care.

• Identify and communicate scheduling barriers, missing referrals or authorizations, payment concerns, and other unresolved issues.

• Protect confidential patient and organizational information in accordance with HIPAA and KOC privacy requirements.

• Maintain organized work queues and follow established patient-access, payment-collection, and departmental procedures.

• Participate in meetings, education, cross-training, and special projects as assigned.

What We're Looking For

• High school diploma or equivalent required.

• Experience in patient access, medical front-office operations, customer service, scheduling, or a comparable service environment.

• Working knowledge of patient registration, insurance verification, appointment scheduling, and payment collection.

• Strong verbal and written communication skills with a professional and compassionate approach to patient care.

• Excellent organization, attention to detail, and time-management skills.

• Ability to manage multiple responsibilities, frequent interruptions, and competing priorities in a fast-paced environment.

• Strong problem-solving skills and the ability to identify and resolve incomplete or inaccurate information.

• Ability to maintain confidentiality and handle sensitive patient and financial information appropriately.

• Proficiency with electronic health records, practice-management systems, scheduling applications, payment systems, email, spreadsheets, and common office applications.

• Dependable, team-oriented, and committed to providing exceptional patient service.

Preferred Experience

• Associate or bachelor's degree in Healthcare Administration, Business, or a related field.

• Previous experience in an orthopaedic therapy, physical therapy, occupational therapy, or rehabilitation setting.

• Experience working in a multi-site physician practice or other healthcare environment.

• Knowledge of therapy referrals, insurance authorization requirements, visit limits, and plan-of-care documentation.

• Relevant professional certifications, specialized training, or advanced healthcare system experience.

Join the KOC Team

At Knoxville Orthopaedic Clinic, our purpose is to improve lives through patient-centered care — every patient, every time. Since our founding in 1930, KOC has remained committed to providing high-quality orthopaedic care and an exceptional experience for the patients and communities we serve.

As an Ancillaries Front Office Team Member, you'll play an important role in supporting patients throughout their therapy experience. From welcoming patients at check-in to coordinating appointments and assisting with administrative needs, your work helps create an organized, supportive environment where patients can focus on their recovery.

If you are friendly, organized, detail-oriented, and passionate about helping patients, we encourage you to apply and become part of the KOC team.

Knoxville Orthopaedic Clinic is an Equal Employment Opportunity (EEO) employer. We are committed to providing a positive work environment where all individuals are treated with respect and dignity. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected by law.