Surge Mobile PT Playbook

Surge Mobile PT Playbook 2023

1. Phone Interview-PHASE 1 (Done by Front office Staff / Referral Coordinator) for Front Office Receptionist and Tech Position Applicants
2. In person Interview- PHASE 2 (done by VP of Operations/Operations Manager) for Front office Receptionist and Tech Position Applicants
3. Final Interview - PHASE 3 (done by CEO/CFO Interview with Front Office Staff/VPO/Drector)
4. Interview Questions for PTs
1. For Therapists
2. PT Onboarding Checklist
3. For Non-Therapists:
4. Surge PT Values
5. Mission and Vision Statement
6. Clinical Ladder Chain of Command
1. Start
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
11. Order Process for All Employees
12. Process for ALL MEDICARE Patients
1. Things to Do When Starting Your Shift:
2. Creating a new patient on HENO for Physical Therapy
3. Front Office Checklist
4. Scheduling a Patient on HENO:
5. Changing Slot Types on HENO:
6. How to Cancel/ No Shows on HENO:
7. Checking In patients that are an Evaluation or 1st Visit
8. Checking out Patients on HENO:
9. Charging Patients on HENO
10. Charging patients on CareCredit
11. Removing Debit/Credit Card from Patient file on HENO
12. Process for Creating and Checking in Patients with Sign Out Sheets (SOS’s)
13. Texting Patients on HENO
14. Process of Cardpointe & Bigsky
15. Process for Walk Ins or patients that want to be seen right away
16. Things to do during your shift:
17. Things to do when ending your shift:
18. Weekly Stat Tracker for Front Office
19. Clinic Incident Report Print Out
20. How to add POC notification on each patient
21. Checking Missing in Schedule Daily
22. ****Process for Combining Files for Discharged Medicare Patients
23. ****Process for Patients with Multiple Charts
1. Referral Coordinator Job Description updated 6_21_23
2. Checklist for Referral Coordinators
3. Calling or Texting Patients
4. How to Add Referrals onto Leading Reach
5. Adding Referring Providers on HENO
6. Verifying Insurances Process UPDATED 5.2.24
7. Insurance Timeline Estimates
8. Adding Insurance Policies for Each Patient
9. Process for Welcome Emails on HENO updated 6/16/23
10. Process for All Wellmed and Cigna Medicare updated 6/16/23
11. Cigna/ASH Commercial Plans updated 6/16/23
12. Process for CIGNA Verification of Benefits updated 6.2024
13. BCBC through IVR for PPO and HMO updated 6/16/23
14. Aetna Commercial/Medicare Insurance Verification
15. Tricare/ Tricare For Life Updated 06/16/2023
16. Humana Medicare/ Commercial Updated 06/16/2023
17. Medicare CMS/Novitas Verification Updated 06/16/2023
18. United Healthcare Commercial/ Medicare Updated 06/16/2023
19. If OPTUM shows on the insurance card...
20. Direct Access for PTs and Insurance Plans
21. Changing Direct Access to Referral Provider from HENO
22. ABN Form For Medicare Patients
23. Process for Vertigo Patients:
24. ****** (VIDEO) Process for Adding Specific CPT Code Authorization Approval through Insurances on HENO
25. **********Video on Process for Availity
26. ********Video on Auth Portals
27. ********Video on Process for Scheduling Evals
28. PI Referral Coordinator Battle Plan
29. Olmito Referral Coordinator Battle Plan
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
7. VP Battle Plan
8. *****Passwords for Insurance Portal Logins
1. Duties
2. Inventory Refilling/Restocking
3. Hypervolt/Soft Tissue
4. PT Tech report
5. PT wired
6. Assist with SOS sheets for Therapists
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. WHAT INSURANCES NOT TO USE GROUP CODE WITH
24. 23. Example Scenario: 1 federal and 1 commercial in the same 1 hour block:
25. 24. Example Scenario: 2 Federals in the same 1 hour block:
26. 25. Example Scenario 3: 1 Commercial alone in a 1 hour block:
27. 26. How to use Electric Shockwave machine
28. 27. How to use Richmar Laser Theratouch LX2
29. 28. Providers that want to be Emailed for POC- MAY CHANGE
30. 29. Cigna Requirements for Documentation for Progress Note
31. 30. Medicare Requirements for Documentation for Progress Note
32. Medicare Billing
33. 31. BCBS Requirements for Documentation for Progress Note
34. 32. What's the difference between Progress Report vs. POC vs. Re-Eval?
35. 33. CPT 97110: Therapeutic Procedure
36. 34. CPT 97112: Neuromuscular Reeducation
37. 35. CPT 97530 Therapeutic Activities
38. 36. Billing Tips to Avoid Denied Claims PT/ PTAs
39. 37. Documentation Checklist
40. 38. PT Skilled Therapeutic Exercise Documentation Examples
41. 39. Words/phrases that help document skilled care are listed below.
42. 40. Words and phrases that therapists should avoid because they often demonstrate lack of skilled care include:
43. 41. How to Sell Plan of Care and PT sessions
44. 42. Checklist for PTs/PTA’s to go through their day:
45. 43. Worker's Comp EVALS CHECKLIST
46. 44. DO'S AND DON'TS BILLING FOR THERAPISTS
47. PT Metrics/KPI Report
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
26. Battle Plan
1. Responsibilities of each Party
1. List
2. Rocios Battle Plan
1. Management Actions
1. January 1 of New Year

About this course: Processes for all Staff Members

180 lessons
1.5 hours of video content

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Surge Mobile PT Playbook 2023

Process for Interviews

Onboarding Process for New Hires

Process for Virtual Assistant

Process for all Employees

Process for the Front Office Staff

Process for the Referral Coordinator

Process for VP of Operations Manager

Process for PT Technicians

Process for Admin with Pipeline Interactions

Process for Physical Therapist

Payroll Tracker

Process for Physician Liaison

Billing Team: How Big Sky fits in

Process for CFO

Process for Clinical Director

Beginning of New Year Checklist

About this course: Processes for all Staff Members

Enroll Now