Client Services Technician, Rehab PT - SPHC

POSITION SUMMARY

The Client Services Technician’s primary responsibility include managing referrals (internal and external), scheduling referrals, and assist with front desk duties to include but not limited to answering phone calls, scheduling follow-up appointments, greeting and assisting patients at front desk, assisting providers with patient care coordination, while demonstrating a pleasant, professional demeanor to patients and staff. Additional responsibilities may include calling patients and/or texting confirmation of appointments, providing upcoming patient appointment reminders, answering patient questions to connect them to those who may help, patient care coordination by managing pertinent medical information between departments or other medical facilities to ensure continuity of care, administrative provider support, assist employees/clients/visitors by answering questions in a knowledgeable manner and providing appropriate patient intake forms.  This position requires the ability to work under conditions of fast-paced clinical environment, frequent interruptions, multitasking, willingness to work a flexible schedule, and be adaptable. 

NECESSARY QUALIFICATIONS

Education: 

Must have a high school diploma or GED

Experience: 

Six (6) months working in a fast-paced office environment with demonstrated ability to manage and prioritize multiple tasks and experience and proficiency in computer programs

Certification:

Basic Life Support (BLS) from the American Heart Association (AHA), must obtain within ninety (90) days of hire

Other Skills and Abilities:

A record of satisfactory performance in all prior and current employment as evidenced by positive employment references from previous and current employers. All employment references must address and indicate achievement in each one of the following areas:

• Must have excellent customer service and telephone communication skills
• Proficient in Microsoft Office Programs (Word, Excel Spreadsheets, PowerPoint, and Outlook) and ability to learn additional computer software programs (e.g., electronic health records) to complete job duties
• Must be proficient with typing, at least 40 words/minute with accurate spelling/grammar, may be verified with online typing test
• Effective and positive communication and working relationships with others
• Possession of high ethical standards and no history of complaints
• Reliable and dependable; reports to work as scheduled without excessive absences
• Ability to handle sensitive and confidential information
• Ability to work independently with minimal to no supervision
• Completion of above-satisfactory scores on all job interviews, demonstrating to the satisfaction of the interviewees and TCRHCC that the applicant can perform the essential functions of the job
• Successful completion of and positive results from all background and reference checks, including positive employment references from authorized representatives of past and current employers demonstrating to the satisfaction of TCRHCC a record of satisfactory performance and that the applicant can perform the essential functions of the job
• Successful completion of fingerprint clearance requirements, physical examinations, and other screenings indicating that the applicant is qualified to be employed by TCRHCC and demonstrating to the satisfaction of TCRHCC that the applicant can perform the essential functions of the job
• Submission of all required employment-related documents, applications, resumes, references, and other required information free of false, misleading, or incomplete information, as determined by TCRHCC.

MENTAL AND PHYSICAL EFFORT

The physical and mental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodation may be made to individuals with disabilities to perform the essential functions.

       Physical:

Incumbent must be able to maintain balance and sit for prolonged periods of time while interviewing patients and preparing the appropriate paperwork for treatment of a patient. Must be able to frequently bend, climb, and reach. Must occasionally stand, walk, kneel and twist. Incumbent must have the ability to occasionally lift, push, and pull up to 10lbs.Sensory requirements for position include prolonged ability for near vison, color vision, depth perception, seeing fine details, hearing normal speech, hearing overhead pages, and telephone use. Must also have ability for frequent far vision. Incumbent must have ability of both hand manipulation in prolonged simple grasping, firm grasping, fine manipulation, and use of keyboards.

       Mental:

Must be able to effectively communicate to the patient what specific information is needed, the reason for requesting such information, and able to ascertain that it is accurate as possible.  Consequences of obtaining inaccurate information may delay necessary medical treatment, delay the billing process, and cause unnecessary frustration and problems. Incumbent must have prolonged ability to cope with high level of stress, make decisions under high pressure, cope with anger/fear/hostility of others in a calm way, manage altercations, concentrate, handle a high degree of flexibility, handle multiple priorities in stressful situation, demonstrate high degree of patience, and work in areas that are close and crowded. Must have ability to occasionally work alone and adapt to shift work. Must occasionally accept a flexible schedule to meet unit needs.

Environmental:

Incumbent may be exposed to infectious diseases, dust, fumes, and gases for a prolonged period of time. May occasionally be exposed to chemical agents and loud noises.

ESSENTIAL FUNCTIONS:

1. Coordinates scheduling and referral management, health records maintenance, and retrieving patient data from automated systems and the EHR.
2. Stays informed of various clinical and hospital services, including appointment and referral systems and points of contact, to avoid unnecessary delay and confusion for patients.
3. Serves as the receptionist for the Physical Rehabilitation Department. Greets visitors, patients, and families, staff and physicians. Provides interpretation skills as necessary. Answers questions and assists therapists and patients with referrals and scheduling.  Directs visitors to desired areas, patient rooms, clinical areas and/or other departments. Answers and directs telephone inquiries to appropriate personnel or areas. Uses appropriate telephone courtesy for all telephone interactions, maintaining professionalism even with frustrated patients and providers. Prepares and/or maintains statistical reports, memoranda, work schedules, monthly/quarterly reports, meeting minutes, policies and procedures and other reports as assigned.
4. Ability to manage conflict independently in a professional manner.
5. Coordinates clinic schedules and subspecialty clinic schedules. Keeps rosters of patients needing special clinic appointments or procedures. Prints clinic schedules and appointment lists and tracks patient arrival/departure times. Obtains all medical documentation prior to patients’ arrival to the clinic. Manages patient waiting room flow by communicating with therapists and patients.
6. Ongoing care of patient: Greet patients with each visit. Schedules follow up appointments in coordination with therapist’s and patient’s schedule.  Coordinates appointments for timeliness and to avoid conflicts in patient treatment.
7. Completes assigned special projects independently by analyzing, researching, troubleshooting, and resolving issues as they arise.
8. Uses information technology to manage internal and external referrals ensuring there are no duplicates, completes referral management timely, and supports performance improvement activities as needed.
9. Ensure proper PPE is worn at all times while on duty including but not limited to, face mask, gloves, gown, isolation gown, NIOSH-approved N95 filtering facepiece respirator or higher, if available), and eye or face shield.
10. Complete all donning and doffing tasks in a safe acceptable method and discard of used PPE accordingly. (see CDC website for most current updates)
11. Complete task training for all routine cleaning and decontamination processes for all surfaces contaminated by a communicable disease to ensure a high level of patient, visitor, employee, and external customer satisfaction.
12. Completes all patient care documentation in the electronic health record entries accurately and in real-time.
13. Participates in departmental workflow and or testing teams as related to electronic health record or other project initiatives
14. Responsible for electronic health records data entry pertinent to patient service role prior to duties as assigned or where it is appropriate to place.
15. Performs other duties as assigned.