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Patient Care Representative

2 months ago

Virginia Beach, United States The Therapy Network Full time
About the Organization
Established in 1987, The Therapy Network has been at the forefront of revolutionizing physical therapy in Hampton Roads. With a strong commitment to specialized treatments and a patient-centric approach, our dedicated team of professionals offers an extensive range of services, including:

Full-Time/Part-Time
Full-Time

Location
Oceana

Exempt/Non-Exempt
Non-Exempt

Position
Patient Care Representative

Position Requirements

Number of Openings
1

Open Date
10/22/2024

Post Internal Days
0

Description

Patient Care Representative

Department

Marketing

Accountability

Marketing Coordinator/Clinic Director

Direct Reports

None

Employment Status

Full-time

FLSA Status

Non-Exempt Hourly

Updated

02/03/2023

Responsibilities: Under general supervision of the Marketing Coordinator/Clinic Director ensures patient feedback is gathered, recorded, reported and acted upon in a timely manner, ensures patient and staff engagement through clinic activities and events, contributes to the social media presence of clinic, identifies and acts upon patient and guest needs in the clinic.

Duties:
  • Act as primary patient and guest customer service resource in the clinic
  • Maintain visual and accessible presence in the clinic for patients and guests
  • Provide Welcome Onboarding to each new patient
  • Assist front desk with schedule coordination and optimization by providing guidance
  • Survey each patient at established intervals and at time of care for testimonials and opportunities for improvement after care
  • Obtain success stories for publication and all required permissions
  • Contact 'lost patients' for reactivation
  • Monitor active patients and report inactive patients to therapists for discharge
  • Manage FOTO survey compliance and completion
  • Manage Patient Referral Program
  • Internal marketing processes
  • Manage social media presence of the clinic under the direction of the Clinical Director and Marketing Coordinator
  • Conduct and report Outcome surveys
  • Arrange and conduct clinic events and activities for staff and patient engagement
  • Communicate issues and proposes solutions to management
  • Other duties as assigned to meet the needs of patients and the organization
Assigned Reports:
  • Lost patient Log
  • Internal Marketing Tracking
  • Active Marketing Journal Completion
  • FOTO reports
  • NPS
  • Patient Referral Source Tracking
Competencies:
  • Knowledge of EMR and MS Office Suite software applications
  • The ability to organize plan and coordinate multiple tasks with a high sense of urgency and follow-through
  • Ability to work both in a team environment as well as independently
  • Ability to interact with providers, operational teams and clients
  • Must be able to multi-task in a fast-paced environment
  • Ability to demonstrate an understanding of applicable policies and procedures.
  • Ability to maintain conditions that ensure a healthy and safe working environment
Expectations:
  • 100% of patients surveyed at assigned intervals
  • 3 Success Stories per FTE per week
  • 100% of all new patient onboarded successfully
  • High level of patient retention
Qualifications:

To perform this job at the highest competency level, an individual must be able to perform each essential duty and responsibility satisfactorily. The qualifications listed below are representative of the knowledge, skill, and/or ability required.
  • Strong interpersonal and verbal skills
  • Strong customer service skills
  • Detail oriented and works well as a member of a group


REQUIRED EDUCATION AND WORK EXPERIENCE

High School Diploma/GED or better

DISCLAIMER: Job descriptions are not intended, nor should they be construed to be, an exhaustive list of all responsibilities, tasks, efforts, working conditions, or similar behaviors, attributes or requirements associated with a job. The purpose of this document is to acquaint a person who is unfamiliar with the position with a brief overview of the position's general direction and scope.

Signatures

Employee signature below constitutes employee's understanding of the requirements, essential functions and duties of the position.

EOE Statement
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

This position is currently accepting applications.