If we asked you to think of your physical therapy team, who comes to mind? We’re guessing you conjured up a mental image of your physical therapist, your technician, and maybe even yourself. However, there’s another vital member of that team that is often overlooked, the front desk staff.
If you’ve ever called or stepped foot into one of our Spooner clinics, then you’ve certainly had the pleasure of interacting with one of our Patient Services Coordinators (PSCs). These individuals are stationed directly inside our clinic doors and are the key to keeping the clinic running smoothly. Since our PSCs aren’t necessarily with you while you’re on a table receiving treatment or on the floor working through exercises, it can be easy to think how the operations up front have little to nothing to do with the treatment you’re receiving. However, that couldn’t be further from the truth. “I would be lost without my PSCs!” exclaims Pete Gorman, physical therapist and clinic director at Spooner East Chandler. “Having a good PSC staff takes A LOT of stress off my plate as both a therapist and clinic director, which allows me to better focus on the needs and care of my patients and staff. They set the tone for the clinic and set everyone up for success. The excellent care you’ve come to know and expect from our clinics just wouldn’t be possible without our amazing group of Patient Services Coordinators.” With that in mind, let’s learn a little more about our PSCs and what makes them such an integral member of your physical therapy team!
Putting the “service” in Patient Services Coordinator
At first glance, you may think that the role of a PSC is limited to answering phones, scheduling appointments, and being the friendly face you see when you enter and leave the clinic. While it’s true that they do perform those tasks, there’s so much more to it. Picture a duck gliding across the water. On the surface, everything looks smooth, graceful, and effortless. As a patient walking into our clinic, we want your experience to mirror that sense of ease and calm. In order to achieve this, our PSCs are fervently paddling below the surface and behind the desk to ensure every aspect of your recovery journey is as comfortable and seamless as possible. While we don’t have the time or page space to list everything they do, let’s peel back the curtain a bit to gain an understanding and appreciation for all the various responsibilities our PSCs take on behind the scenes:
- Register new patients
- Receive and manage referrals
- Verify and explain insurance benefits
- Submit and manage authorization requests
- Handle incoming/outgoing calls, mail, and faxes
- Coordinate with doctor’s offices regarding prescriptions and plans of care
- Collect and track patient balances and payments
- Ensure all patient records and documents are up-to-date and accurate
- Manage patient and therapist schedules
- Run various reports to ensure therapists are organized and on track
- And much more!
Not only do our PSCs have the organizational and clerical skills to juggle all of these different tasks, they also possess the communication and intrapersonal skills to present information in a way that makes you feel confident and comfortable. By creating a simple and seamless experience, they allow you to focus your time and energy into your recovery. They take it upon themselves to create a welcoming and trusting environment where you feel truly cared about.
Interested in joining the team at Spooner? Visit our careers page to view our open Patient Services Coordinator jobs.
Secrets to Success
In order to gain some insight as to how our Patient Services Coordinators are able to accomplish all of this with such efficiency and class, we reached out to a couple of our Spooner PSCs. Cathy Reardon, from Spooner East Chandler and Susan Siebels from Spooner North Phoenix were kind enough to share their perspective on how they personally make sure every patient has the best experience possible, as well as the lessons they’ve learned over the years.
Cathy Reardon, Lead PSC at Spooner East Chandler
“Never ever be afraid to make a mistake, it might just be the greatest lesson you learn,” says Cathy. “I have learned that you have to open yourself up to change. In doing so, I have been able to become more flexible, vulnerable and present in the moment. Change has taught me to not focus solely on what I know, but what I can learn.”
“The biggest lesson I have learned throughout the years is PATIENCE!” states Susan. “Because I am always multitasking, I have to consistently remind myself that everything WILL get done, and that whatever doesn’t get done today will be here tomorrow. I have taught myself to slow down and be present in everything I am doing.”
“I try to make the time I have with patients about building relationships,” Cathy shares. “Every patient is different with their own unique expectations and needs; therefore, I challenge myself to know my audience. From the very first interaction, I want to make sure that my conversations with patients are kind, positive, and about them.”
A commitment to patient experience
Now that we know a little bit more about what PSCs do and how they do it, it’s time to find out the why behind everything they do.
Susan Siebels, Lead PSC at Spooner North Phoenix
“I love seeing my patients! It is such a pleasure assisting them and watching them get better. I am so happy and cheerful because I love my job!” Susan remarks.
“I am passionate about the patient experience and EVERYTHING that process entails. My favorite part of my job is the people I get to meet, the team I am privileged to work with and learn from, and the journeys that I get to witness and share,” says Cathy.
The next time you stop in to one of our Spooner clinics, give a shout out to your Patient Services Coordinator. Their hard work and dedication make it possible for you to experience and receive the absolute best care possible. Thank you to our PSCs for everything that you do. You’re an irreplaceable member of our Spooner team, and we’re so grateful to work alongside you!
Interested in scheduling an appointment or complimentary movement screen? Schedule an appointment through one of our incredible Patient Services Coordinators will get you taken care of!