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ST. CHARLES HEALTH SYSTEM

JOB DESCRIPTION

TITLE: Scheduler / Therapy Tech

REPORTS TO POSITION: Rehabilitation Supervisor or Manager

DEPARTMENT: Rehabilitation

DATE LAST REVIEWED: March 3, 2022

OUR VISION: Creating Americas healthiest community, together

OUR MISSION: In the spirit of love and compassion, better health, better care, better value

OUR VALUES: Accountability, Caring and Teamwork

DEPARTMENTAL SUMMARY: The Rehabilitation Department provides therapy and nursing services to patients, families and patients caregivers including: Rehabilitation Nursing Care, Physical Therapy, Occupational Therapy and Speech Language Pathology. Our department operates as a system department and provides services to Acute Care, Inpatient Rehabilitation Facility and Outpatient settings across four campuses. Our Rehabilitation departments offer a variety of specialty services across the various services delivery areas.

POSITION OVERVIEW: The Scheduler / Therapy Tech in Rehabilitation registers patients, verifies insurance and requests authorization and schedules rehabilitation appointments. This position does not directly supervise any other caregivers. In addition, this caregiver will serve as a therapy tech when needed

This position does not directly manage any other caregivers.

ESSENTIAL FUNCTIONS AND DUTIES:

Registers the patient in the registration system, schedules the patient, accurately collects patient demographics, required documents and insurance information and collects required co-pay/deposits. Schedules all rehabilitation appointments as ordered by the patients physician or authorized designee.

Schedules rehabilitation appointments accurately, responding to telephone inquiries and faxes from the patients physician offices and clinics for Bend, Redmond, Prineville, and Madras. Selects correct procedures from templates and inputs information into system.

Contacts patients and pre-registers patients in registration system following specific registration criteria.

Functions as a Patient Representative during insurance verification and authorization process.

Reviews account to ensure that correct insurance companies are listed on the account, corrects and updates to assure timely and accurate bill submission.

Verifies insurance information through insurance companies via telephone, online resources and/or electronic verification systems for eligibility, benefits, authorization or certification in a timely manner.

Responds effectively to insurance companies requests for additional information.

Submits documentation to obtain authorizations for services as needed for certain hospital outpatient departments.

Confirms with insurance companies whether ICD-10 codes and type of service ordered require an authorization obtains authorization ongoing throughout the treatment period.

When needed, acts as a liaison between the patient, physicians office, therapist and insurer and acts as resource person for insurance authorization and coverage issues

Notes account with accurate benefit information, document all calls, correspondence, and related activities to each patient account.

Prepares estimate of patient liability and follows up with patients to advise them of estimated patient liability or deposit. Places waivers on accounts for services not covered by plans.

Knowledgeable with Medicare, Medicare Advantage and Medicaid and commercial insurances practices.

Responsible for authorization and scheduling reports and updating work queues per established timelines

Enters clear and concise documentation in EMR.

Communicates with patient/caregiver to review patient financial liability and documents in EMR.

Demonstrates proper phone etiquette and understands medical terminology and procedures. Accurately process written orders, enters appointments into scheduling system. Demonstrates excellent customer service skills.

Applicant to complete 20 to 40 hours on the job training, observations and shadow time specific to direct patient care within orientation process.

Provides assistance to Occupational Therapists, Physical Therapists, and Speech Pathologists.

Maintains competency, operates equipment when indicated, and carries out therapist directives within scope of practice.

Participates in planning, cleaning, ordering, and stocking supplies for units.

Delivers customer service and/or patient care in a manner that promotes goodwill, is timely, efficient and accurate.

Participates in creating a healing environment that supports all aspects of the care environment and the wholeness of each individual, patient and caregiver.

Provides a therapeutic presence in service to others by purposefully responding to the needs of patients/customers in a caring way, including introducing oneself and stating your purpose,asking the patient their preferred name, sitting with the patient to determine their care goals, active listening, and the skillful use of communication skills (touch, eye contact, etc.).

Supports the vision, mission and values of the organization in all respects.

Supports Lean principles of continuous improvement with energy and enthusiasm, functioning as a champion of change.

Provides and maintains a safe environment for caregivers, patients and guests.

Conducts all activities with the highest standards of professionalism and confidentiality. Complies with all applicable laws, regulations, policies and procedures, supporting the organizations corporate integrity efforts by acting in an ethical and appropriate manner, adheres to protected health information privacy regulation, reporting known or suspected violation of applicable rules, and cooperating fully with all organizational investigations and proceedings.

Delivers customer service and/or patient care in a manner that promotes goodwill, is timely, efficient and accurate.

May perform additional duties of similar complexity within the organization, as required or assigned.

Performs duties in accordance with department guidelines, seeks direction for issues outside guidelines.

EDUCATION

Required: High school diploma or GED.

Preferred: Associates degree or higher.

LICENSURE/CERTIFICATION/REGISTRATION

Required: Must have necessary requisite to obtain a valid Oregon driver's license and ability to meet St. Charles Health System driving requirements. AHA Basic Life Support for Healthcare Provider certification or ability to complete during the pre-employment period.

EXPERIENCE

Required: Previous customer service experience in a high volume fast paced environment. 1 year previous experience in an administrative or clerical position. Knowledge of medical terminology and procedures. Excellent phone skills and previous experience incoming call management.

Preferred: 1 year of scheduling experience in a Call Center environment.1 year rehabilitative services experience or equivalent education.

PERSONAL PROTECTIVE EQUIPMENT

Must be able to wear appropriate Personal Protective Equipment (PPE) required to perform the job safely.

ADDITIONAL POSITION INFORMATION:

Additional Skills Needed:

Communication/Interpersonal

Demonstrates St. Charles Health System values of Accountability, Caring and Teamwork in every interaction.

Must have excellent communication skills and ability to interact with a diverse population and professionally represent St. Charles Health System.

Ability to effectively interact and communicate with all levels within St. Charles Health System and external customers/clients/potential employees.

Strong team working and collaborative skills.

Ability to effectively reach consensus with a diverse population with differing needs.

Ability to work under pressure in a fast-paced environment.

Organizational

Ability to multi-task and work independently.

Attention to detail.

Mathematical Skills:

Performs basic math (add, subtract, multiply and divide) calculations.

Language Skills:

Read, write, speak and understand English.

Computer

Basic to intermediate ability and experience in computer applications, specifically electronic medical records system and MS Office.

PHYSICAL REQUIREMENTS

Continually (75% or more): Standing and walking, keyboard operation, use of clear and audible speaking voice and the ability to hear normal speech level.

Frequently (50%): Sitting, lifting/carrying/pushing or pulling 1-25 pounds.

Occasionally (25%): Bending, stooping/kneeling/crouching, reaching overhead, grasping/squeezing, ability to hear whispered speech level.

Rarely (10%): Climbing stairs.

Never (0%): Climbing ladder/step-stool, lifting/carrying/pushing or pulling 25-50 pounds, operation of a motor vehicle.

Exposure to Elemental Factors

Rarely (10%): Wet/slippery area, chemical solution.

Never (0%): Heat, cold, noise, dust, vibration, uneven surface.

Blood-Borne Pathogen (BBP) Exposure Category

Risk for Exposure to BBP

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Schedule Weekly Hours:

Caregiver Type:

Shift:

Is Exempt Position?

Job Family:

Scheduled Days of the Week:

Shift Start & End Time:

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