Surge Mobile PT Playbook

Surge Mobile PT Playbook 2023

1. For Therapists
2. For Non-Therapists:
3. Surge PT Values
4. Mission and Vision Statement
5. Clinical Ladder Chain of Command
1. Employee Time Off Request (updated 6/23/23)
2. Calculating PTO Based Off Period Average for Therapists on Onus-One
3. Morning Huddles For Olmito
4. Re-Evaluation Policy
5. Early Patient Show Ups Policy
6. Unannounced Patient Show Ups Policy
7. Billing Questions from Patients
8. Clinic Incident Report
9. Lights /Internet Outage Protocol
10. Facility Demographic Forms & Employee Roster
1. Things to Do when starting your shift:
2. Creating a new patient on HENO for Physical Therapy
3. Checking In patients that are an Evaluation or 1st Visit
4. Checking In/out Patients and uploading Sign Out Sheet onto HENO
5. Checking if patients or clients have intakes Due
6. Scheduling a Patient on HENO:
7. Checking out Patients on HENO:
8. Process for Walk Ins or patients that want to be seen right away
9. Changing Slot Types on HENO:
10. How to Cancel/ No Shows on HENO:
11. Charging Patients on HENO
12. Charging patients on CareCredit
13. Removing Debit/Credit Card from Patient file on HENO
14. Texting Patients on HENO
15. Process of Cardpointe & Bigsky
16. Things to do during your shift:
17. Things to do when ending your shift:
18. Scorecard report for Front Office
19. Clinic Incident Report Print Out
20. How to add POC notification on each patient
21. Front Office Checklist
22. Checking Missing in Schedule Daily
23. If OPTUM shows on the insurance card...
1. Referral Coordinator Job Description updated 6_21_23
2. Checklist for Referral Coordinators
3. Calling or Texting Patients
4. Adding Referring Providers on HENO
5. Verifying Insurances Process UPDATED 5.2.24
6. Adding Insurance Policies for Each Patient
7. Process for Welcome Emails on HENO updated 6/16/23
8. Process for All Wellmed and Cigna Medicare updated 6/16/23
9. Cigna/ASH Commercial Plans updated 6/16/23
10. Process for CIGNA Verification of Benefits updated 6.2024
11. BCBC through IVR for PPO and HMO updated 6/16/23
12. AETNA Commercial/Medicare Updated 06.2024
13. Tricare/ Tricare For Life Updated 06/16/2023
14. Humana Medicare/ Commercial Updated 06/16/2023
15. Medicare CMS/Novitas Verification Updated 06/16/2023
16. United Healthcare Commercial/ Medicare Updated 06/16/2023
17. Scorecard Report for Referral Coordinators updated 6/25/23
18. Direct Access for PTs and Insurance Plans
19. Changing Direct Access to Referral Provider from HENO
20. ABN Form For Medicare Patients
21. Process for Vertigo Patients:
22. Process for CPT Codes with insurances that require auth and only approved certain CPT codes
23. Video on Process for Availity
24. Video on Auth Portals
25. Video on Process for Scheduling Evals
26. Insurance Timeline Estimates
1. VP of Operations Manager Role Job Description
2. Process for sorting types of mail, Refunding Overpayments, and Insurance Refunds
3. Process for Explanation of Benefits
4. Process for Visit Reporting
5. Process for sending delinquent accounts to collections-Assisted by Arely
6. Process for Refunding Patients -Assisted by Arely
1. Duties
2. Inventory Refilling/Restocking
3. Hypervolt/Soft Tissue
4. PT Tech report
5. PT wired
1. Checking Pipeline Pro For New Clients from Facebook Ads
2. Part 1: Creating a new client On HENO software
3. Part 2: How to take a payment on the general store
4. When an Initial Assessments wants to do PT instead of Assisted Stretching:
5. Part 3: How to schedule Assessments and follow ups
6. Part 4: How to send Welcome Email via HighlevelPro
7. Setting up client on PT Wired for Home Exercise Program
8. Process Part 1-3 Video Presentation
9. PT wired Setup Video
10. how to charge clients using CareCredit
11. Process for PT Internet Lead + Inquiries for Front Office from Facebook
1. 1. Clinician Scorecard Report for PTs Updated 2023 Edition
2. 2. Preliminary Steps 1-4:
3. 3. Logging in to Heno and how to view schedule
4. 4. Slot Types: Meaning of the Colors
5. 5. HENO Guide
6. 6. Checking Out Patients and Sign Out Sheets
7. 7. Evaluations on HENO
8. 8. Part 1 Eval Walk Through
9. 9. Part 2 Eval Walk Through
10. 10. Checking Out vs Approving Notes:
11. 11. How to check if notes have not been completed or approved:
12. 12. PT wired Setup for PTs
13. 13. PT wired Setup Video
14. 14. For downloading reports on productivity: Units per PT
15. 15. For downloading reports on productivity: Visits per PT
16. 16. Best Billing Practices & POINTERS: COMMERCIAL OR FEDERAL?
17. 17. Cost for Self Pay Patients:
18. 18. Graph for Medicare 8 min Rule
19. 19. THE 8-Minute Rule/Federal Insurances
20. 20. Rule of 8s/Commercial Insurances
21. 21. 8 min rule vs Rule of 8 Example
22. 22. Group CPT Code 97150 and G0283 E-STIM code. When do we use it?
23. 23. Example Scenario: 1 federal and 1 commercial in the same 1 hour block:
24. 24. Example Scenario: 2 Federals in the same 1 hour block:
25. 25. Example Scenario 3: 1 Commercial alone in a 1 hour block:
26. 26. How to use Electric Shockwave machine
27. 27. How to use Richmar Laser Theratouch LX2
28. 28. Providers that want to be Emailed for POC- MAY CHANGE
29. 29. Cigna Requirements for Documentation for Progress Note
30. 30. Medicare Requirements for Documentation for Progress Note
31. 31. BCBS Requirements for Documentation for Progress Note
32. 32. What's the difference between Progress Report vs. POC vs. Re-Eval?
33. 33. CPT 97110: Therapeutic Procedure
34. 34. CPT 97112: Neuromuscular Reeducation
35. 35. CPT 97530 Therapeutic Activities
36. 36. Billing Tips to Avoid Denied Claims PT/ PTAs
37. 37. Documentation Checklist
38. 38. PT Skilled Therapeutic Exercise Documentation Examples
39. 39. Words/phrases that help document skilled care are listed below.
40. 40. Words and phrases that therapists should avoid because they often demonstrate lack of skilled care include:
41. 41. How to Sell Plan of Care and PT sessions
42. 42. Checklist for PTs/PTA’s to go through their day:
43. 43. Worker's Comp EVALS CHECKLIST
44. 44. DO'S AND DON'TS BILLING FOR THERAPISTS
1. Phone Interview (Done by Front office staff or Referral Coordinator) for Front Office Applicants
2. In person Interview (done by VP of Operations/Operations Manager) for Front office applicants
3. CEO/CFO Interview with Front Office Staff
4. Interview Questions for PTs
1. Olmito Front Office Payroll Tracker
2. Port Isabel Front Office Payroll Tracker
1. Things to lookout for when Calling the Provider’s Office: updated 6/21/23
2. Script when calling providers office: Updated 6/21/23
3. Create a work bond with these offices
4. Ways to find out when a patient's progress note is due (updated 6/21/23)
5. Patient Personal Report Form
6. Things to Do Before Making a Call to the providers: Updated 6/21/23
7. How to Add a New Company on Map My Customer (Desktop Version)
8. How to Add a New Company on the Map My Customer App
9. How to Add Notes into an Existing Company (DESKTOP VERSION)
10. How to send POC/Eval/Progress Note/Discharge on HENO.
11. How to Add Notes into an Existing Company on the Map My Customer App
12. How to Create a Route on the Map My Customer App
13. Process for Mailing Content to Physicians
14. On the Ground Physician Marketing
15. Process for Using the Printer (Canon MF6b44Cdw) for the mailings
16. Calling Discharged Patients for Reactivation: Follow this program
17. How to Create a Route on Map My Customer (DESKTOP VERSION)
18. Effective Schedule
19. Plan Of Cares
20. Social Media Marketing
21. On the Ground Marketing
22. Additional Responsibilities
23. Getting the Provider’s Excel List from Heno: updated 6/21/23
24. LOGINS
25. How to Setup Current Provider Mailing Letter
1. Responsibilities of each Party
1. January 1 of New Year
1. List
1. Management Actions

About this course: Processes for all Staff Members

165 lessons
2 hours of video content

Enroll Now

Enroll for free

Surge Mobile PT Playbook 2023

Onboarding Process for New Hires

Process for all Employees

Process for the Front Office Staff

Process for the Referral Coordinator

VP of Operations Manager Process

Process for PT Technicians

Process for Admin with Pipeline Interactions

Process for Physical Therapist

Process for Interviews

Payroll Tracker

Physician Liaison

Billing Team: How Big Sky fits in

Beginning of New Year Checklist

CFO Roles

Clinical Director Processes

About this course: Processes for all Staff Members

Enroll Now