Patient Services Representative - Hilo; Call-in

Position Summary

As a Patient Services Representative, you will help to ensure that REHAB patients and their families receive caring and dedicated service  will be the support for our Therapy Department and assist with a variety of services. These services include assisting patients with their schedules for outpatient therapy services to assure required patient therapy hours are provided, and coordinating inpatient/outpatient resources for a timely continuum of care.

You will handle and answer questions regarding patients’ and practitioners’ schedules, collaborating with Therapists, Physicians, Care Coordinators, Nursing Unit Secretaries, Dietary Staff, and Patient Financial Services (PFS) to provide timely services for patients requiring outpatient services as needed.

$18.70 per hour to $28.06 per hour. The actual wage is dependent on the applicant’s relevant experience and qualifications.

• High school graduate or equivalent.
• One year of office or customer service experience.
• Experience using Google Suite.

• Business school graduate or higher in the field of healthcare.
• Two or more years of work experience in a medical or hospital setting.
• Completion of a medical terminology course.
• Experience in scheduling, receptionist functions, and training in customer relations.

• Obtain all necessary registration information at time of patient scheduling.
• Respond timely to answering and returning telephone calls and recording and delivering messages to appropriate person or department.
• Ensure and document the check‑in of all patients for outpatient services in the appropriate application.
• Accurately confirm and schedule the next appointment and process recurring outpatient visits.
• Verify schedules with treating therapists to ensure consistency with patient needs.
• Respond to inquiries from patients and families regarding outpatient therapy schedules.
• Collect payments (cash, checks, credit cards) for co‑payments and wellness program fees, provide receipts upon request, and verify receipt of cash and checks at end of day for accounting.
• Provide timely feedback and response to internal and external customers regarding scheduling questions, concerns and comments to improve efficiency in patient continuum of care.
• Monitor therapists’ schedules daily for open slots in outpatient clinics to ensure each therapist meets productivity goals.
• Consult with Therapy Leadership as needed to increase billable hours per therapist by deploying therapists to inpatient floors and other outpatient clinics.
• Use sound judgment and ensure patient safety.

• Job Knowledge
• Accountability
• Communication and interpersonal/relationship building skills
• Adaptability and Problem Solving, Decision Making
• Organization and Project Management

• Office equipment, including telephone, computer, and multifunction devices (MFDs).
• Google’s G Suite, report writer and database software.