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Our Mission is Your Recovery

Position Details

Title: Patient Service Representative (PSR)
Location: All

Patient Service Representative – Full Time & Part Time Opportunities Available

 

About Excel Physical Therapy

Excel Physical Therapy, headquartered in King of Prussia, PA, is an outpatient practice which has grown to 33 clinic locations in the Southeastern Pennsylvania region. Our 150+ therapists and staff are dedicated to delivering one-on-one quality care, serving patients six days a week. We pride ourselves on our ability to motivate, progress and rehabilitate all of our patients and our success is predicated on the combination of a stellar clinical team along with dedicated patient service representatives to help us achieve our goals. If you possess passion, integrity, excellence and accountability, we invite you to join us as a Patient Service Representative.

 

What are we looking for?

Patient Service Representatives play a significant role in our success as a company! We are looking for someone driven, friendly and excited to connect with our patients from the moment they enter our clinics to their final “graduation” day.  Our Patient Service Representatives work closely with our Clinical Staff to ensure that day to day clinic operations run smoothly and efficiently and that we ultimately deliver the highest level of patient care and service.

Position Reports To:  Clinic Director

 

Duties and Responsibilities:

Patient Management:

  • Greet patients at check-in and ensure they are scheduled, account balance is up to date and all insurance requirements are current.
  • Answer multiline phone system and handle multiple phone calls from patients, referral sources and Revenue Cycle Team throughout the day.
  • Complete new patient registration, including: accurate patient demographic information collection, welcome email to patient, referral source tracking in New Patient Intake and efficient scheduling.
  • Schedule all patient appointments in accordance with therapist plan of care.
  • Communicate and collaborate with Revenue Cycle Team to ensure accurate physical therapy benefits are obtained and presented to the patient at Initial Evaluation.
  • Ensure compliance with clinical outcomes and patient satisfaction data collection by having every patient complete outcomes questionnaires at Initial Evaluation, Progress Evaluations and Discharge. 
  • Run reports daily to ensure clinic is compliant with payer requirements including: prescriptions, Medicare Plans of Care and Progress Reports, authorizations, referrals, visit restrictions, medical necessity reviews, etc.
  • Complete weekly Active Cases Report to ensure all active patients are scheduled according to their therapist’s established Plan of Care and identify unscheduled patients.
  • Complete weekly Management Report Workbook data entry for clinic every Monday by 12:00 pm to ensure clinic ASR rate falls below 6%.
  • Collect patient copays, deductible and coinsurance pre-payments and outstanding balances on patients’ accounts according to the Patient Balance Policy to achieve company monthly goals/patient visit.
  • Communicate with therapists in the clinic when patient’s cancel, no show or wish to schedule appointments in which there is not an opening to ensure clinic NS/CX rate is within company guidelines.
  • Prepare weekly clinic deposit and ensure money matches Clinicient Reports.
  • Order all monthly clinic office supplies and marketing materials, with Clinic Director approval, through authorized vendors.

 

Communication:

  • Manage email throughout the day to ensure timely response to requests from Revenue Cycle Team, Clinic and Assistant Clinic Director and PSR Training and Development Manager as well as to stay current with any policy or procedure changes.
  • Check voicemail each morning and return calls the same business day.  Prioritize patient calls.
  • Check PSR notebook for any tasks to be completed or information left by other PSRs.

 

Clinic Cleanliness:

  • Monitor laundry to ensure towels and pillow cases are ready for the day.
  • Ensure coffee is ready and pot cleaned each day.
  • Complete all shredding daily.
  • Empty all reception and front desk trash bins daily.
  • Purge magazines to ensure current and neatly organized.
  • Ensure reception and front desk areas are neat and organized.
  • Clear patient check-in counter to ensure only approved items are present.

 

Physical Requirements:

  • Sitting up to two hours continuously for an eight-hour day.
  • Standing up to two hours continuously for an eight-hour day.
  • Occasional (1-33% of the day) kneel, squat, bend, reach.
  • Occasional (1-33% of the day) lift and carry up to 25 lbs.
  • Must be able to read
  • and write.
  • Must be proficient in use of Microsoft Word and Excel and Internet.
  • May be required to take appropriate reading, writing, typing or computer skills tests.

 

Minimum Requirements:

  • High school diploma.
  • Secondary education completion or in the process of obtaining an Associate’s degree or Bachelor’s degree preferred.
  • Completion of an aptitude and personality test.