Job Description
Job Description
Role Description & Mission
The Floating Patient Experience & Rehabilitation Aide is PT Now's cross-trained utility player-equally comfortable supporting hands-on care in the therapy floor as you are running a smooth front desk. You step into different clinics, learn fast, and keep the day humming. This role embodies Service Before Self, Relentless Integrity, Bold Accountability, Urgency with Impact, and Purpose-Driven Leadership by delivering a first-class patient experience while protecting clinical flow and safety.
Mission
- Deliver an exceptional patient experience from hello to checkout.
- Keep treatment areas prepared, clean, and stocked so sessions start on time and run safely.
- Support supervised patient exercises and movement per PT/PTA direction.
- Maintain accurate scheduling, intake, and documentation in the EMR to support clinic efficiency.
- Float seamlessly between locations, adapting to each clinic's rhythms and needs.
Skills & Competencies
- Patient Service: Warm, professional, and attentive; de-escalates with empathy.
- Clinical Support Basics: Safely assist with exercises and positioning under direct supervision.
- Front Desk Excellence: Scheduling, confirmations, intake, insurance verification basics, co-pay collection, and receipt handling.
- Organization & Cleanliness: High standards for sanitization, stocking, and room turnover.
- Tech Proficiency: EMR/scheduling systems, phone systems, basic POS.
- Team Player: Jumps in where needed; communicates clearly with therapists and admin.
- Detail & Discipline: Follows SOPs exactly; documents accurately.
- Values Alignment: Purpose-Driven Leadership, Relentless Integrity, Service Before Self, Bold Accountability, Urgency with Impact.
Ideal DISC Profile
High S / High C with Moderate I
- High S: Dependable, steady, patient-oriented.
- High C: Accurate, procedure-focused, safety-minded.
- Moderate I: Warm, approachable first impression; builds rapport quickly.
- Low-to-Moderate D: Adapts fast to new sites without sacrificing accuracy.
Key Performance Indicators (KPIs)
- On-Time Starts: ≥ 98% of assigned sessions start on time with areas prepped.
- Patient Satisfaction (Aide/Front Desk): ≥ 4.8/5 average rating.
- Clinic Cleanliness & Safety: 100% pass on monthly internal inspections.
- Equipment Turnover: ≤ 2 minutes between patient uses.
- Schedule Quality: ≥ 95% weekly fill rate on assigned providers; ≤ 5% no-show/cancel rate via proactive confirmations.
- Data Accuracy: ≤ 1% error in demographics, insurance, scheduling, and charge capture hand-offs.
- Check-In/Out Time: < 3 minutes average per patient.
- Float Readiness: 100% completion of cross-training checklists; first-week deployment success at new sites (validated by Clinic Director).
Scope of Work
Patient Support (Clinical Floor)
- Escort patients, review any therapist-provided precautions, and assist with setup.
- Supervise and cue exercises under direct PT/PTA supervision; ensure safety and encouragement.
- Retrieve/return equipment during sessions; maintain smooth flow between stations.
Clinic Maintenance & Safety
- Clean/sanitize treatment tables and equipment after each use; follow infection-control SOPs.
- Restock linens, gels, bands, and treatment tools; maintain tidy storage.
- Perform opening/closing checklists; report maintenance/safety issues immediately.
Front Desk & Administrative Operations
- Greet patients and referral sources warmly; manage check-in/check-out.
- Provide clear instructions for forms, intake, and insurance eligibility verification (per SOP).
- Schedule new/follow-up visits; execute confirmations and follow-ups on missed visits.
- Collect co-pays and patient balances, issue receipts, and document per policy.
- Maintain accurate EMR records and same-day filing of all patient documents.
- Support clinic marketing materials and in-office promotions as directed.
Communication & Coordination
- Relay messages between patients and clinicians; communicate schedule changes promptly.
- Participate in daily huddles; surface bottlenecks early and propose solutions.
- Use approved templates/scripts for calls, confirmations, and reminders.
Float Deployment & Cross-Training
- Travel to assigned clinics; integrate into workflows quickly and respectfully.
- Learn local nuances (rooming patterns, equipment locations, opening/closing routines).
- Maintain cross-training competency across both Front Desk and Rehab Aide functions; complete quarterly refreshers.
Compliance & Confidentiality
- Uphold HIPAA and PT Now privacy standards; follow PT Now communication policy (no PHI via unsecured channels).
- Follow safety, OSHA, and infection-control procedures without exception.
Qualifications
- 1–2 years in outpatient rehab support and/or medical front desk strongly preferred (will train the right values-aligned candidate).
- EMR/scheduling experience; comfort with phones and basic POS.
- Excellent customer service and clear written/verbal communication.
- Reliable transportation and willingness to travel between clinics; flexible with assignment length (1 day to 1–6+ months).
- Current CPR/First Aid (or obtained within 60 days of hire). Bilingual a must.
Physical Requirements
- Stand/walk for extended periods; assist with patient mobility.
- Lift, push, or move up to 30–50 lbs of equipment/linens safely.
Work Schedule & Travel
- Full-time; may include early mornings or early evenings based on clinic needs.
- Travel between PT Now locations assigned.
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