Rehab Patient Access Rep

Description

The Patient Services Specialist is responsible for excellent customer service, greeting all patients, ensuring completion of all new or updated patient paperwork, scheduling appointments, insurance verification, worker’s compensation authorization, answering phones, and collecting all appropriate monies due at the time of service.

• Greets, welcomes, and expeditiously processes patients as they check in while keeping staff and patients abreast of any delays
• Instructs new patients on completion of consent-to-treat forms, explains insurance benefit information, MRI patient information forms (if applicable), and makes any necessary corrections to the patients’ account
• Scans all new or updated patient information into the computer (including photo , insurance cards, referrals, patient paperwork, and payment logs)
• Verifies rehabilitation benefits and documents benefits on paper and into the computer system
• Explains financial requirements to the patient and collects time-of-service deductible, co‑pays and/or co‑insurance, and any outstanding balance for rehab or MRI (if applicable)
• Communicates with workers’ compensation for authorization of rehabilitation visits and documents on paper and into the computer system
• Enters charge details for each patient per billing guidelines for worker’s compensation and MVA patients
• Schedules new patient and follow‑up appointments with the appropriate rehabilitation clinician
• Communicates with patients in the lobby if the clinician or MRI (if applicable) is running behind schedule
• Communicates with all patients who no‑show and notifies the adjuster of any no‑show by a worker’s compensation patient
• Reconciles cash drawer/petty cash
• Other duties as assigned

• Keeps front desk and lobby clean and organized
• Assists with back office duties: cleaning, laundry, and organization as needed

Education and Experience

• High School diploma or equivalent
• One year of experience in customer service or reception, preferably in a health care environment

• Utilize functions of a multi‑line phone system
• Basic computer skills
• Strong customer service
• Ability to communicate clearly and concisely in all written and oral communications, including email
• Strong organizational skills with great attention to detail
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form
• Ability to multitask
• Demonstrated conflict management skills

While performing the duties of this job, the employee is regularly required to utilize standard office equipment including computers, keyboards, fax machines, copiers, printers, telephones, etc. The employee is required to sit, stand, walk, reach with hands and arms, and talk and hear. The employee may occasionally be required to climb or balance, stoop, kneel, or crouch. The physical requirements of this position require a medium physical demand level.

Ability to occasionally lift up to 50 pounds maximum, with frequent lifting and/or carrying objects weighing up to 25 pounds, and constant lifting of objects no more than 10 pounds. Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Reasonable accommodations may be made available for individuals with disabilities to perform the essential functions of this position.

While performing the duties of this job, the employee may be exposed to the risk of infectious diseases when interacting with patients and/or family members. The employee may be occasionally exposed to wet and/or humid conditions, moving mechanical parts, fumes or airborne particles, toxic or caustic chemicals, and vibration. The noise level in the work environment is usually moderate.

While performing the duties of this job, it is imperative that the employee remain aware of Resurgens policies, Information Security policies, standards, guidelines, and procedures for minimizing threats and ensuring protection of PHI. The success of HIPAA policies and procedures is dependent on the awareness and buy‑in of everyone involved in daily healthcare operations, including reporting incidents to their supervisor or directly to the HIPAA leadership.