Patient Care Coordinator - Raleigh, NC

Overview

Greater Purpose and Core Values: Athletico’s Greater Purpose is to empower people, inspire hope and transform lives. We accomplish this by providing exceptional, progressive, and cost-effective fitness, performance and rehabilitative services through personalized care that emphasizes education and prevention of future injury. This is accomplished through building on our Core Values of one team, understanding our business, recognition, people-focused, accountability, continuous innovation and trust and integrity, which are the foundation for our unique culture.

Job Summary:

The Patient Care Coordinator (PCC) is responsible for managing (daily, weekly, and monthly) operations as outlined in the Front Office Manual, adhering to policies and procedures, scheduling, accurately entering patient demographics, verifying insurance, collecting monies, charging entry, and properly documenting accounts. The PCC is flexible, adaptable to change, and learns new skills. The PCC possesses excellent customer service skills and acts as a liaison to the Clinic Director, Front Office Manager, and Director of Front Office Operations.

Benefits offered with this full-time position:

• Medical, dental and vision (eligibility begins day one of employment)
• 15 days PTO (accruing starts immediately upon hire)
• 6 Major Holidays off plus 2 floating holidays yearly
• Physical Therapy Benefits
• Fertility Benefits
• Paid parental leave
• Pre-Tax & Roth 401K (for 21 ) with quarterly company match
• Pet insurance
• Student Loan Resources
• Well-being programs (EAP and Headspace app) and more

Responsibilities

Essential Functions:

• Maintains and performs a warm, friendly, and welcoming relationship with all patients, Pivot staff, medical and non-medical professionals, and vendors and visitors
• Excels in the area of customer service
• Adheres to Pivot’s policies, procedures, and core values
• Has a clear understanding of front office operations and performs these operations as presented in the PCC manual, Scheduling/Billing/EMR manual, or any other manuals developed or deployed by the management team
• Attempts to maintain the continuity of care when scheduling patient appointments
• Efficiently/Accurately uses any technology/software used in the office to complete the job or as required by management
• Routinely completes all the HIPAA privacy and security training as required by the Pivot management team. Staff must adhere to these privacy policies
• Answers all inbound calls within the third ring using Pivot’s greeting, transferring and taking messages as needed
• Responsible for all components of scheduling appointments and properly documenting accounts as needed
• Understands the importance of productivity in regards to scheduling and recapturing appointments and missing-in-action patients. Proactively rescheduling appointments in the current week as well as the duration of the prescription
• Accurately enters patient demographics, insurance, and case information
• Accurately enters charges as needed, reviewing charges/encounters and completing coding edit checks
• Collects all monies that are due prior to each visit including, but not limited to, copayments, deductibles, coinsurance, payments on statements, supplies, gym memberships, self pays, and attorney checks. Documents all monies in the system appropriately and provides system receipt
• Reconciles all over-the-counter collections daily and drop off deposit cash/checks at the designated bank within an appropriate time frame
• Accurately verifies benefits via phone, asking detailed questions outside of what is provided, and sets up accounts accurately
• Ensures that all visits performed are properly authorized and makes efforts to minimize the occurrence of any unauthorized visits
• Utilizes websites only in instances in which the websites are relevant and approved by Pivot Physical Therapy. (e.g., insurance websites for authorization, National Provider Identifier (NPI) websites, etc.)
• Fills out patient forms where applicable and explains the details surrounding the paperwork presented to the patient
• Scans all patient documents within 24 hours of receipt, using the appropriate naming convention of each document and scans the document to the appropriate case
• Completes daily, weekly, and monthly operations and reconciliations and ensures accuracy prior to sending to the Front Office Manager
• Audits each visit to ensure there are valid prescriptions/proper authorizations/referrals/pre-certifications and collects monies due each visit
• Follows up and reviews daily reports and proactively communicates the need for a prescription/authorization/referral/pre-certification to ensure there are no delays with patient care
• Ensures that all “Plan of Cares” for Medicare are signed and returned by the physician within 30 days of the patient’s initial evaluation
• Forwards all medical record requests, subpoenas, checks, and any other documentation received to the billing office
• Maintains a neat and organized workspace and ensures cleanliness within the office
• Stays prepared for frequent audits, which are conducted by management, to ensure all policies are being adhered to and the clinic is in operating order
• Travels to an off-site location/corporate location for training or other Pivot locations in the event of necessity
• Participates in regular meetings and any other training as requested by management
• Effectively manages time in regards to hours worked/breaks and documents this information in the appropriate software daily
• Submits expense reports in a timely manner as directed by management
• Utilizes the Front Office Manager or Clinic Director as a resource for questions and problem solves challenging situations
• Takes inventory regarding supplies and communicates this to the Clinic Director and Front Office Manager

Additional Responsibilities:

• Maintains overall cleanliness of clinic (vacuum, wash dishes, water plants, etc.)
• Provides front office and technician services (cleaning therapy beds, laundry, organizing supplies and closets, and ensuring safety of the clinic and machinery)
• Sets up clinic food deliveries
• Runs errands outside the clinic as requested by management
• Performs other duties as assigned by management

Qualifications

Required Education, Skills, and Abilities:

• High school degree or equivalent
• Related experience in a clinical setting (e.g., physician, dental, chiropractic, or physical therapy)
• Understanding of medical billing practices and medical terminology (HCFA 1500, CPT and ICD 9 codes)
• Excellent customer service/interpersonal/communication skills and proper phone etiquette
• Ability to manage self and organize multiple priorities
• Excellent documentation skills
• Proficient in utilizing Microsoft Office, Word, Excel, and all other technical or software systems
• Ability to troubleshoot when necessary
• Strong sense of decision making and judgment
• Action-oriented and approachable
• A team player and effective at building/fostering teamwork as well as maintaining composure when dealing with conflict
• Active listening skills and ability to adapt to change
• Effective time/priority management skills
• Ability to interact with patients, clinical, and administrative staff in a pleasant, courteous, and respectful manner
• Friendly and a positive attitude is a must

Athletico provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.