📞💙 Dear Future Patient Relations Specialist,
You’re the person people naturally trust.
Not because it’s your job—but because you listen 👂. Because you notice things. Because when someone is overwhelmed, frustrated, or hurting, you don’t get flustered. You get calm 😌.
You’ve always been good at balancing things most people can’t.
✅ Details and empathy.
✅ Speed and accuracy ⚖️.
✅ Doing what needs to get done—without making people feel like they’re just another task.
You don’t need your work to be easy.
💡 But you do need it to matter.
You want to be somewhere your presence makes a difference. Where your ability to reassure someone, guide them, or simply make their day a little easier isn’t invisible—it’s essential ✨.
💠You like being part of a team that depends on each other 🤝.
💠You like the rhythm of a day that moves.
💠You like knowing that what you do helps everything—and everyone—work better.
You’re not looking for just any front desk.
🤝 You’re looking for the place where people are relieved when they hear your voice 📞.
👍 Where your coworkers trust you.
🩺 Where patients remember you.
❤️ Where you finish the day knowing you helped someone when they needed it most .
If this feels familiar, you should listen to that.
Here’s the thing… ProMotion Rehab and Sports Medicine needs someone just like you to help us help more patients.
👉 Apply if this sounds like you.
Roles, Responsibilities and Expectations:
Vision Statement: To be a regional leader and trusted provider of outpatient physical therapy services, driven by an unwavering commitment to our team, patients, families, community, and education.
Role Summary: The Patient Relations Specialist (PRS) serves as a vital point of contact for patients and staff at ProMotion Rehab and Sports Medicine. This position ensures an exceptional patient experience through efficient scheduling, effective communication, and accurate record keeping. Additionally, the PRS supports office operations, contributes to patient retention strategies, and helps achieve organizational key performance indicators (KPIs).
Primary Responsibilities:
Patient Experience and Interaction:
Provide High Quality customer service to all patients, including digital communication, phones, and in-person, ensuring each patient has an outstanding experience.
Oversee patient intake and ensure all new patients and their full demographics are entered accurately and in a timely manner into the EMR.
Answer all incoming phone calls and manage email/Teams communication promptly. • Schedule follow-up appointments and use the phone script for scheduling new patients.
Encourage completion of digital intake before the first visit.
Collect payments from patients at the time of service. Ensure payment methods are saved on file.
Address benefits verification and/or billing inquiries as able or refer benefits/billing inquiries directly to the billing team as needed.
Ensure graduating patients complete ProMoted Board photos and patient testimonials (Google/YELP).
Administrative and Operational Duties:
Ensure Kiosk/Tablets and office technology (printer/scanner, fax/phones - Vonage) are functioning correctly.
Process discharges and update EMR as needed. • Assist with dry needling consent forms and payment tracking.
Scan any paper items into digital charts immediately.
Check and process EMR Document Routing for the office.
Manage office music and TV, ensuring they are set appropriately at the beginning and end of each day.
Provider and Scheduling Management:
Manage provider schedules to maintain high-capacity utilization. Overbook schedules based on arrival rates.
Schedule evaluations to meet at least 5 evaluations per provider per week.
Insurance and Documentation Support:
Assist with insurance authorizations and medical record requests.
Submit requests to physicians for clinical protocols or other medical records such as surgical reports as needed.
Work to ensure patient responsibility accounts receivable remains below 10%.
Team Collaboration and Office Maintenance:
Help train new employees in PRS and Tech positions and responsibilites.
Attend staff meetings and contribute to team discussions.
Submit supply requests as needed.
Help with cleaning and organization of the office and clinical areas.
Key Performance Indicators (KPIs):
Patient Responsibility Accounts Receivable: <10%.
Visits Per Hour: 1.333
First Pass Rate: > 98%
Answered Inbound Calls: > 90%
Expectations:
Professionalism: Demonstrate excellent customer service and communication skills.
Attention to Detail: Accurately manage patient records, scheduling, and payments.
Collaboration: Support team members and foster a positive work environment.
Problem-Solving: Quickly address and resolve operational or patient issues.
Adaptability: Handle multiple tasks efficiently in a fast-paced setting.
This summary outlines the essential responsibilities and expectations for the Patient Relations Specialist. Additional duties may be assigned to align with the organization’s goals.
Learn more about our story, mission, vision and values
Benefits:
401(k) matching
Paid time off
Health insurance
Dental insurance
Vision insurance
Training & development