Administrative Support Coordinator

2 weeks ago

Dumfries, Virginia, United States Pivot Physical Therapy Full time

Position Overview:

Mission and Core Values:
At Pivot Physical Therapy, our mission is to empower individuals, instill hope, and enhance lives. We achieve this by delivering outstanding, innovative, and affordable fitness, performance, and rehabilitation services through personalized care that prioritizes education and injury prevention. Our Core Values of teamwork, business understanding, recognition, a people-centric approach, accountability, continuous improvement, and integrity form the bedrock of our unique culture.

Role Summary:
Under the supervision of the Clinic Manager, the Patient Experience Coordinator (akin to roles such as medical receptionist and office coordinator) is responsible for shaping the patients' initial and final impressions, ensuring a premium front-office experience, and providing exceptional customer service throughout the patients' rehabilitation journey at Pivot.

Benefits of this part-time role:

  • Pre-Tax & Roth 401k (for 21+) with quarterly company contributions
  • Commuter Benefits
  • Employee Assistance Program
  • Discounts through Perks at Work
  • Home & Auto Insurance Discounts
  • Pet Insurance Discounts
  • Resources for Student Loan Management

Key Responsibilities:
The following list is not exhaustive; you may be required to perform various tasks as dictated by your evolving role within the organization and its overall objectives.

  • Deliver professional, warm, and empathetic service to all patients and therapy staff during all interactions, including issue resolution, scheduling, onboarding new patients, insurance verification, and billing.
  • Oversee clinic scheduling to ensure optimal patient-clinician matching based on individual needs and to facilitate smooth patient flow.
  • Conduct new patient onboarding, which includes facility tours, data collection, and introductions to therapy staff.
  • Verify patient medical insurance information and manage insurance requirements, informing patients about their benefits and payment options.
  • Coordinate communication of patient progress to physicians, nurse case managers, adjusters, and attorneys on behalf of physical therapists.
  • Assist in managing patient expectations based on clinical findings, including treatment frequency and duration, progress towards functional goals, and discharge planning. Serve as a contact for post-care inquiries.
  • Organize cultural events (e.g., celebrations of patient therapy goals) in collaboration with the clinical team to ensure all patients feel recognized and valued.
  • Implement and uphold administrative and patient experience Standard Operating Procedures (SOPs) and best practices within the clinic.
  • Provide general office, receptionist, and clerical support to the assigned location.

Qualifications:

  • Education:
    • High School Diploma or GED
  • Knowledge and Skills:
    • Exceptional customer service abilities
    • Proficient in MS Office, Outlook, and Excel
    • Familiarity with healthcare insurance benefits and coverage is preferred
    • Experience in managing customer payments is preferred

Language Proficiency:

  • Ability to read, write, and speak English fluently

Physical Requirements:

  • Capability to perform office tasks, including remaining stationary for extended periods, stooping/kneeling/crouching, navigating the office, communicating with others (both verbally and in writing), and utilizing fine motor skills such as hand manipulation and keyboarding.
  • Ability to see at close range, as well as distance vision, peripheral vision, depth perception, and the capacity to adjust focus.

Work Environment:

  • Typical of a standard office setting, with a low noise level and minimal extraordinary environmental factors.

Pivot Physical Therapy is committed to providing equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any kind 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 aspects of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

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