Center for Healthy Aging

• Responsible for scheduling patient appointments using appointment scheduling software. • Accepts incoming patient phone calls and uses software to schedule patients • Triages patient needs for timeliness of appointments based upon pre-determined criteria • Determines which physician to place patient with based upon pre-determined criteria • Retrieves appointment requests and places outbound calls to patients for scheduling of appointments • Gathers and updates insurance information, personal data and notifies patients of financial expectations • Communicates and collaborates with providers and provider’s staff to ensure patient scheduling needs are met • Meets call quota expectations as assigned by supervisor/manager • Monitor and work the Scheduling Department inbox (Portal messages and bumplist) • Communicates with other departments as needed regarding insurance inquiries, patient balances and same day add ons

The Business Development Senior Manager collaborates with department leadership to develop and execute strategic growth initiatives for the Workers’ Compensation and Personal Injury, ensuring alignment with the organization’s overall vision and objectives. This role leads marketing, referral development, and customer satisfaction efforts while serving as a key liaison between the practice, clients, attorneys, employers, and workers’ compensation community stakeholders. The Senior Manager works closely with operational leadership. This role supports strategic planning efforts and leads the execution of growth initiatives. As a key member of the Business Development team, this role is responsible for building, enhancing and sustaining strong referral relationships, while driving measurable growth across Workers’ Compensation programs.

• Responsible for scheduling patient appointments using appointment scheduling software. • Accepts incoming patient phone calls and uses software to schedule patients. • Triages patient needs for timeliness of appointments based upon pre-determined criteria. • Determines which physician to place patient with based upon pre-determined criteria. • Retrieves appointment requests and places outbound calls to patients for scheduling of appointments. • Gathers and updates insurance information, personal data and notifies patients of financial expectations. • Communicates and collaborates with providers and provider’s staff to ensure patient scheduling needs are met. • Meets call quota expectations as assigned by supervisor/manager. • Monitor and work the Scheduling Department inbox (Portal messages and bumplist). • Communicates with other departments as needed regarding insurance inquiries, patient balances and same day add ons.

• Performs A/R insurance follow up on rejected and denied insurance claims to ensure timely and accurate payment. • Communicates effectively with all levels - patients, co-workers, supervisors and physicians, both verbally and in writing using the AIDET framework. • Provides excellent customer service to internal and external customers through prompt response and courteous communication within 24 hours of the request. • Works denied or rejected claims daily through correspondence, practice management tasking system and claims clearinghouse. • Maintains not started and follow up tasks with payers according to timely filing, follow up dates, and worklog manager to ensure prompt collections and avoid timely denials. • Places refunds on the refund spreadsheet for disbursement as needed per POSC and payer policy. • Ability to write effective appeal letters and claim reconsideration requests using payer policy, coding guidelines and other reputable sources to overturn denials and ensure proper claim payment. • Ability to interact with patients, co-workers, physicians and management team to explain EOBs, accounts, and insurance rules/regulations such as deductibles, co-pays & coinsurance. • Researches payer guidelines as needed to ensure proper claim payment and provide feedback to teams in the business office. • Monitors electronic postings by payers to update teams on policy changes. • Attends meetings and huddles as assigned. • Assists team members as needed.

• Provide day-to-day operational support for a fully remote orthopedic call center by serving as a subject matter expert, resource, and point of escalation for call center staff. • Monitor and interpret performance dashboards across all call center departments. • Support supervisory staff, and help drive continuous improvement in service quality, efficiency, and the overall patient experience. • Serve as a trainer and partner closely with another trainer to support new-hire onboarding, ongoing staff education, and consistent workflow execution. • Ensure operational continuity and effective staff support through comprehensive cross-training across all call center departments.

• Develop and execute a comprehensive content strategy that aligns with the company’s goals, target audience and brand identity • Build email automations to deliver impactful content at relevant points of the patient journey • Create and manage editorial calendar to deliver timely content across digital platforms • Create high quality and compelling content across multiple platforms, including websites, blogs, social media and email • Ensure brand consistency and compliance with the company’s style guide and voice across all content deliverables • Interview patients and providers to create content and stories that can be used across multiple channels • Manage and maintain content repositories; Ensure content is organized in an easily accessible way for future use • Support content update to the employee intranet, and keeping team members informed on what’s happening across our markets • Responsible for sending out internal newsletters and company communications (e.g. department specific updates, new executive/physician announcements, all-employee messages) • Serve as the communications resource for HR & Cross-Departmental projects