Administrative Specialist

*Full Time* Administrative Specialist Position for an Outpatient, Therapist Owned Private Practice

Orthopaedics Plus , established in 1986, is a Physical Therapist owned outpatient physical therapy practice that has been thriving in Burlington and Beverly MA since inception. We are an outpatient orthopedic physical therapy practice with an emphasis on patient education, customer service, and manual therapy.

It is our belief that everyone should be treated as their own, whole person and that we need to provide the care they deserve. We strive to raise the patient's expectations and standards for their Physical Therapist and themselves. We help them realize their true potential, and not just their perceived potential.

We are looking for an individual that values:

• results and success that are meaningful to his/her patients
• Teamwork and realizing that collaboration helps everyone
• Education and the desire to learn more and teach what she/he learns
• Always wanting to be better as a person and as a team

If you value these, we think you'd be a great fit and would love to meet you.

Position Requirements

• Must have exceptional patient interaction and people management skills
• Must exemplify humility and teamwork
• Must consistently strive to be better
• Must be organized and efficient
• Must be detail-oriented and enjoy completing tasks 
• Must be able to prioritize essential and non-essential tasks

Key Accountabilities

• Fill the schedule utilizing waitlist and new patients in lead management softwares
  • Follow up with new leads within 24 hours
  • Utilize the no next, no first appointment working procedures to fill slots
  • Move new evals forward if spot cannot be filled
  • Use proper objection handling during patient cancellations
• Escalate patient issues to team leader
• Effective communication with patients, managers, and coworkers
• Answer phone calls, schedule patients, maintain waitlist, and return voicemails immediately
• Set the standards for body language, tone, and verbal language above and beyond “typical” customer interactions
  
  • Address each patient with an overwhelming tone of appreciation, empathy, and welcoming
  • Handle frequently asked questions and objections with confidence, calmness, and sensitivity
  • Be able to explain and access most up to date decision tree
• Effective and efficient use of different software platforms:
• Greet arriving patients and complete check-in process
• Collect patient balances
• Obtain prior authorization from insurance
• Obtain referrals and signed plans of care from physicians
• Manage claims with issues and clinical issues lists
• Perform insurance eligibility and benefit checks daily
• Manage OP email inbox
• Formulate OKRs
• Achieve team benchmarks and objectives
• Escalate information to team leader
• Run and relay reports on clinic metrics (weekly/monthly)
• Collect and accurately enter patient data in EMR system within 24 hours
• Maintain the cleanliness and appearance of workspace and office
• Manage records and correspondence for clinic
• Gather any missing information needed from Clinicient Operations team to complete claims payment in a timely manner
• Prep and assist in all workshops, including evening workshops
• Delegate tasks and roles appropriately
• Provide opinions on interview candidates after the shadowing phase
• Provide feedback for office policies and procedures.
• Provide feedback for updates and upkeep of playbook
• Check in with team leader regularly
• Opening and close office appropriately according to most up to date working procedure
• Order office supplies
  
• Other duties as directed by the Clinic Manager, team leader, and assistance for physical therapists as needed
  

We are looking for an individual that behaves according to our core values:

• Results and success that are meaningful to his/her patients and teammates 
  • This doesn’t just apply to patients; “did I make a difference today?”, giving support to your co-workers, checking-in with them
• Teamwork and realizing that collaboration helps everyone
  • If it isn’t good for the team, don’t say it or don’t do it; putting the team before yourself, helping co-workers sometimes even if it means putting you behind
• Education and the desire to learn more and teach what she/he learns
  • Not only with patients, educate co-workers on what you need and what is helpful for you, educate co-workers on a particular situation if they are unaware -whether it be a process thing or an internal thing
• Always wanting to be better as a person, as a team, and as an administrative specialist
  • Reflect on what you day every day – did you do your best? Could you have done anything better? Is there a better way to do something – did you look into it and say something? Are you challenging your co-workers to be better, communicate better, etc.

Behavior Competencies

• High Social Intellect (Smart)
• Customer Focus
• Time management/multitasking
• Team Player/Humility
• Resourcefulness/initiative
• Adaptability
• Hunger/Grit
• Self Awareness
• Assertiveness / Persuasion
• Analysis/Problem Solving

This position is fully benefited including:

• Combined 21-23 days off including mandated vacation at least 2 weeks each year
• $1,350 reimbursed for vacation expenses (equivalent to 5 vacation days)
• Company sponsored student loan repayment program
  
• Staff incentive programs
• Medical Insurance
• Dental Insurance
• Vision Insurance
• 401k with company match
  
• Spectrum personal and small group training membership discounts
• HSA plan
• Life Insurance
• Accident Insurance
• Hospital Indemnity Insurance
• Critical Illness Insurance
• Pet Insurance
• Jury duty reimbursement
• Bereavement time off