Customer Service Representative - Aquacare Physical Therapy

Customer Service Representative
Role: Ensure a smooth, stress-free patient journey from new referral to first PT appointment.

Key Responsibilities:

• Manage new referrals and scheduling across 11 PT offices
• Engage and motivate new patients to attend their first PT session
• Communicate with patients, referring providers, and internal PT teams

What We’re Looking For:

• Energetic, positive attitude (WOW factor agent!)
• Excellent multitasking and communication skills
• Ability to market physical therapy services and encourage patients to attend physical therapy sessions

Why You’ll Love It:

• Play a crucial role in the registration and new referral scheduling process
• Work in family environment
• Opportunity for professional growth and advancement

If you're a motivator with a passion for excellent customer service, we’d love to hear from you!

• Oversee the referral process for all new patient referrals received via fax across our 11 offices.
• Contact all referrals within 24 hours of receipt, leaving voice messages and following up with emails or texts if unable to speak to client directly.
• Accurately enter key demographic information, referral specialties, and destinations, and ensure authorizations are obtained when necessary.
• Collaborate with providers to prioritize urgent versus routine referrals and adjust workflow accordingly.
• Verify that all associated orders are accurately placed in the EMR system.
• Make three follow-up calls within a week if patients do not respond to schedule their appointments.

• Responsible to assure that the referred service is scheduled and that the patient is aware of their appointment. This will involve interactions with the referring office, the office in which the patient will be seen, the authorization/verification department and the patient themselves.
• Notify the referring provider if a patient cannot be seen or has not accepted an appointment.

• Follow up with patients and consulted providers to confirm appointments were kept and services were rendered.
• Communicate promptly with patient care coordinators and authorization/verification specialists at each office.
• Collaborate with the marketing department and leadership team on new programs and effectively communication/marketing skills  with clients via phone, email, and text.
• Update referral status in the EMR system and generate status alerts/reports for stakeholders as needed.
• Participate in performance improvement activities to address any issues related to referral loop closure, patient satisfaction, and provider satisfaction.

• Promote patient satisfaction by demonstrating a commitment to excellent service, interacting in a friendly and helpful manner.
• Report potential patient satisfaction issues to office and leadership team .
• Stay informed about the practice's performance on patient satisfaction surveys and contribute to overall satisfaction improvement efforts.

• Minimum of two years of progressively responsible experience in a medical receptionist or medical office role. (Preferred)
• Strong communication and marketing skills, with the ability to effectively engage with patients, providers, and staff.
• Highly energetic personality, capable of maintaining a positive and welcoming attitude.
• Excellent multitasking abilities, able to manage multiple priorities efficiently in a fast-paced environment.

Delivering the "Wow" factor for 25 years!

For more than 25 years, Aquacare Physical Therapy has provided premier Physical Therapy services to the Maryland and Delaware region as a locally owned and operated outpatient practice! We help you specialize in your desired field! Aquacare Physical Therapy provides specialized services to meet the needs of our community. These specialty services include areas such as orthopedic rehabilitation, aquatic therapy, balance and vestibular therapy, lymphedema treatment, pelvic floor therapy, and women’s health. We work with our clinical teams to support them and provide them with resources so they can achieve specialization through continuing education allowances and mentoring opportunities. Join us TODAY and become part of our dedicated team!

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