Allied Health Lead

**Job Title**: Allied Health Lead
**Reports Dually To**: Director of Integrative Services and Operations Director
**Job Purpose**:
The Allied Health Lead is responsible for managing the front desk operations of the Allied Health services, which operates in conjunction with the Medical services. This role includes greeting patients, managing patient care logistics, scheduling appointments, maintaining patient records, processing payments, and liaising with external stakeholders such as insurance companies and case managers. The Allied Health Lead ensures a smooth flow of daily operations by coordinating with clinic staff, leadership team, and delivering excellent customer service to patients.
**Key Responsibilities**:1. Scheduling and Patient Care Coordination**:

- Coordinate patient care within the Allied Health clinic, including creating and preparing patient electronic charts, obtaining facility consent forms, managing patient tracker greeting patients, scheduling appointments, escorting and navigating patients to treatment rooms and within the clinic, and seeing patients out.
- Ensure clinicians’ schedules are fully booked by managing appointments, filling in gaps from the waitlist, and coordinating patient reassignments as necessary.
- Follow up with patients, communicating administrative instructions, answering and navigating patients through both medical and allied health services.
- Address and manage patient-related administrative issues, including implementation of clinic policy. For example, but not limited to: having difficult conversations, setting boundaries and following up on inappropriate patient behaviors; preparing and sending warning letters, as well as tracking and collecting missed appointment fees.

**2. Clinical and Administrative Support**:

- Facilitate communication with third-party stakeholders, including insurance companies, case managers, and other relevant parties. Share relevant information with third-party, including consent forms.
- Schedule, coordinate, and manage meetings or phone calls related to patient care with internal and external parties.
- Assist in processing and submitting claims to insurance companies, including ICBC for Allied Health services, and follow up with patients on extension requests from ICBC, VAC, or other third-party payors.
- Provides feedback to the Operations Director in creating and updating policies related to clinic operations and patient relations.
- Supports the Allied Health Director with managing an active calendar of appointments, and coordinates logistics for onsite and offsite meetings, coordinating resources and service as needed.
- Assist in emergency situations in clinic to support patient and clinicians.
- Training and overseeing daily operations and processes for allied health clinical assistants.

**3. ICBC Coordination**:

- Request and manage ICBC coverage approvals, maintaining a patient tracker and admin notes to ensure accuracy of coverage status.
- Review and submit reports and treatment plans through the ICBC portal and/or manual as needed. Coordinating with therapists on pending treatment plan dates and pre-approval requirements.
- Serve as the primary point of contact between the clinic and community/partnered occupational therapists (OTs) involved in ICBC cases or from other funders.

**4. Billing and Payments**:

- Direct bill to various third-party insurances (ex. Telus, Sunlife, Provider Connect, and PBC) and collect payments for in-person and virtual appointments, as well as no-show fees.
- Ensure all billing are accurately submitted to third party payers, including ICBC, EHB, VAC, FNHA, UBC, etc. Follow-up with patients on balances not covered by insurance.
- Collaborate with Billing and Med Legal Specialist to ensure accurate billing for unique requests, addressing inconsistencies and difficult files as required.
- Complete reconciliations for payments received from extended health benefits, medical legal and all other relevant payment methods for allied health services.
- Manage outstanding payments and conduct billing audits in collaboration with the Billings Specialist and team to ensure accurate invoices and timely payments.

5. Supply and Equipment Management
- Supports the management of equipment, including cleaning of hydrocollator, vacuum cupping equipment. In collaboration with Facility Lead, supports maintenance checks and records management of equipment.
- Stock and prepare treatment rooms and office within the Allied Health clinic; supports leadership to order supplies and equipment Assists with laundry of sheets, towels, etc and assists with tidiness and cleanliness of space.

**6. General Support**:

- Liaise with medical team and clinical assistants to promote and support Allied Health services in Changepain.
- Perform clinic opening and closing procedures.
- Maintain electronic medical records, ensuring confidentiality and accuracy of patient charts. Supports clinic as superuser of EMR and system