Physical Therapy Receptionist

GENERAL STATEMENT OF DUTIES

The Physical Therapy Receptionist serves as the first point of contact for patients and visitors while providing administrative and front-desk support to the physical therapy and rehabilitation department. This position is responsible for patient registration, appointment scheduling, insurance verification, payment collection, and customer service. The Physical Therapy Receptionist works collaboratively with therapists, physical therapy assistants, and rehabilitation staff to support efficient department operations, accurate documentation, and a positive patient experience.

PRIMARY FUNCTIONS

Patient Reception and Customer Service

• Greet patients and visitors promptly, courteously, and professionally.

• Maintain a welcoming, organized, and presentable reception and waiting area.

• Provide clear and professional communication to patients regarding appointments, wait times, delays, and scheduling concerns.

• Serve as a liaison between patients and physical therapists, physical therapist assistants, and other rehabilitation staff.

• Relay patient messages and direct inquiries to the appropriate clinical or administrative personnel.

Patient Registration and Scheduling

• Register arriving patients using the electronic health record (EHR) system.

• Verify and update patient demographics, insurance information, referrals, and required authorizations.

• Schedule, cancel, and reschedule appointments in accordance with department procedures and scheduling guidelines.

• Provide required patient registration paperwork and ensure documentation is completed accurately.

• Maintain accurate patient records and appointment information within the appropriate systems.

• Support efficient patient flow by communicating scheduling updates and coordinating with rehabilitation staff as needed.

Insurance and Financial Responsibilities

• Obtain and verify insurance benefit information, referrals, and authorizations as required.

• Collect applicable patient copayments and document payments in accordance with established procedures.

• Identify missing insurance information or required authorizations and communicate outstanding requirements to the appropriate personnel.

• Follow established procedures for patient registration and financial documentation.

Telephone and Administrative Support

• Answer incoming telephone calls promptly and direct, transfer, or respond to inquiries appropriately.

• Provide general information regarding appointment scheduling and administrative procedures within the scope of the position.

• Maintain accurate administrative records and complete required documentation.

• Assist with routine administrative tasks to support the daily operations of the physical therapy department.

Compliance and Confidentiality

• Maintain patient confidentiality and protect personal health information in accordance with HIPAA requirements.

• Follow organizational policies, procedures, and applicable regulatory requirements.

• Ensure patient information and administrative documentation are handled accurately and securely.

• Perform additional duties and special projects as assigned.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

• Excellent customer service and interpersonal skills.

• Strong verbal and written communication skills.

• Ability to communicate professionally and courteously with patients, visitors, providers, and coworkers.

• Ability to multitask, prioritize responsibilities, and work effectively in a fast-paced medical office.

• Strong organizational skills and attention to detail.

• Knowledge of medical appointment scheduling, insurance verification, referral processes, and authorization requirements preferred.

• Proficiency with computers, electronic health record systems, scheduling software, and standard office equipment.

• Ability to maintain accurate records and follow established administrative procedures.

• Ability to maintain professionalism, exercise discretion, and protect patient confidentiality.

• Ability to work independently and collaboratively as part of a rehabilitation team.

ACCEPTABLE EXPERIENCE AND TRAINING

• High school diploma or GED required.

• Postsecondary education or training in business, healthcare administration, or a related field preferred.

• One year of experience in a medical office as a receptionist or appointment scheduler preferred.

• Computer proficiency required.

• Previous experience in physical therapy, rehabilitation, or an outpatient healthcare setting preferred.