Front Desk & Referral Optimization Specialist

Job Details: Level: Entry, Job Location: RO Willow Grove

• Willow Grove, PA, Position Type: Full Time, Education Level: High School, Salary Range: $23.00 - $28.00Hourly, Job Shift: Day Shift, Rothman Orthopaedics is looking to hire a full time Front Desk & Referral Optimization Specialist based in our Willow Grove, PA office! This position will require travel to offices within the region for coverage purposes. Schedule: Monday through Friday 6:30 AM to 3 PM Job Summary: The Front Desk & Referral Optimization Specialist is a hybrid role that supports the growth and operational performance of Ancillary Services. This position is responsible for increasing internal and external referral capture, building relationships with providers and referral sources, conducting regular site visits, identifying barriers to patient access and utilization, and supporting front-desk operations across Ancillary Services as needed. Key Accountabilities: Internal PT referral capture % Internal MRI referral capture % External referral volume Site visits completed per month- Referring-provider outreach/visits completed Identified leakage opportunities resolved Essential Duties: Perform daily MRI front desk responsibilities, including patient check-in, scheduling, answering phones, managing incoming and outgoing calls, and assisting patients and referring offices with questions. Provide cross coverage to Physical Therapy and other Ancillary Services front desks to maintain consistent operations during staffing shortages, absences, increased patient volume, or other operational needs as dictated by management Review internal referrals for MRI, Physical Therapy, and other Ancillary Services to identify opportunities to keep patient care within the organization and ensure patients are appropriately scheduled for available services. Investigate referrals that are not scheduled or completed internally, identify barriers preventing patients from utilizing available services, and work with the appropriate teams to resolve those barriers. Review scheduling grids, appointment availability, days to the next available appointment, cancellations, and unused appointment slots to identify opportunities to improve access and maximize service utilization. Review available reports and operational data to identify trends, gaps, and inefficiencies affecting patient volume, referral capture, scheduling, and overall Ancillary Services performance. Partner with leadership and front-line teams to recommend, test, and implement practical workflow changes that improve efficiency, reduce scheduling barriers, enhance the patient experience, and support growth Visit designated offices to observe workflows, communicate with physicians and staff, assess referral and scheduling practices, and identify barriers or opportunities to improve Ancillary Services utilization. Collaborate with physicians, advanced practice providers, office managers, and front desk teams to promote awareness of Ancillary Services, reinforce referral processes, and improve coordination between referring offices and service locations. Build and maintain relationships with external referring providers and their staff, educate them on available services and locations, explain referral and scheduling processes, and identify opportunities to generate additional patient volume. Maintain and communicate relevant operational data, referral trends, site visit findings, identified barriers, improvement initiatives, and follow-up actions to leadership to support informed decision-making and accountability Assist with standardizing workflows, documenting best practices, supporting new-site openings and operational changes, and completing special projects assigned by leadership that improve the performance and growth of Ancillary Services.

Qualifications

High School Diploma 3+ years Healthcare, Front Desk or Patient Access/Call Center experience. Skills: Multisystem, Microsoft Our Commitment to Employees: Come work at Rothman Orthopaedics! Our employees are our single greatest asset, as such, we strive to provide a professional, nurturing environment where every member of our team can make a meaningful difference in the lives of others.

Our employees enjoy competitive pay, comprehensive health and dental benefits, tuition reimbursement, paid time off, and retirement savings plans. Rothman Orthopaedics is an Equal Opportunity employer committed to providing opportunities to all qualified applicants without regards to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

We value developing an inclusive and equitable environment that strengthens our organization and allows us to better attract and retain a diverse workforce that is representative of our patients and our community. We model our values by creating and enacting practices that encourage participation from all backgrounds, perspectives, and experiences.

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