Janice Bowen

Provide exceptional customer service to patients. Ensure adequate front desk staff are scheduled at all sites. Address scheduling, billing issues. Act as a liaison between clinics and therapy billing office. Train Front Desk Coordinators and rehab aides in front desk duties. Assist Therapy Managers in monitoring and supervising Front Desk Coordinators to ensure compliance with practice policies and procedures. Collaborate with Therapy Directors in hiring of new Front Desk Coordinators, performing reviews for Front Desk Coordinators and disciplining Front Desk Coordinators. Track Physical Therapy visit limits, authorizations, and prescription expiration dates for all patients. Perform daily "Click-throughs" to ensure all patients scheduled for the following day have current prescriptions/authorizations and are not overdo for a re-evaluation. Schedules/cancels/reschedules patient appointments. Enter charges for No-shows/Late Cancels/Dry Needling etc and allocate patients payments. Ensure that patients who cancel appointments are offered rescheduled appointments options and utilize the patient wait list. Confirm new patient appointments. Verify patient insurance eligibility/ benefits and obtain pre-authorizations prior to patient visit and as needed throughout patient's care. Check in patients and collect copayments, co-insurance, and deductibles upon arrival. Issue appropriate new patient registration paperwork and assist patients in completing when necessary. Obtain and track signatures for Medicare Plans of Care and Medicare Recertification's. Answer phones, check voicemails and respond to voicemails/ emails in a timely manner. Run daily, weekly, and monthly reports. Monitor inventory of office supplies and ordering. Ensure that all front desk staff maintains valid CPR certification and completes annual compliance training. Continuously seek ways to improve all therapy front desk operations. Communicates with Therapy Manager and Director whenever necessary to keep them informed of any developments, problems, concerns, etc which occur at the front desk.

Provided support in multiple specialties to include Internal Medicine, Neurology, Pain Management, Hematology & Oncology, and Cardiology. Processed and requested insurance referrals. Greeted patients and visitors, providing information and assistance, and directing them to the appropriate areas. Scheduled new and follow-up appointments, confirming appointments, and managing appointment calendars. Registered new patients, updated patient information, and assisted with patient check-in and check-out procedures. Answered phones, took messages, and routed calls. Facilitated communication between patients, physicians, and other healthcare professionals. Maintained patient records, prepared forms, and performed other administrative tasks as needed. Maintained patient confidentiality and adhering to HIPAA regulations.

Answered multi-line phones, Scheduled appointments for new and existing patients. Entered new patients demographics into the EMR system. Contacted various insurance companies to verify patients physical therapy benefits, Obtained authorizations from insurance companies. Collected payments from patients, balanced petty cash, Inventory control and purchased office supplies with competitive venders, Typed Functional Capacity Evaluations and Physical Therapist's dictations, Scanned all patients documents into EMP. Kept a record of new patient stats and mailed welcome/benefits letters to new patients. Sent out electronic claims. Account receivable. Assisted Physical Therapist with patient care.