REHAB OFFICE COORDINATOR

JOB SUMMARY:

This position will report to the Rehab Manager, who in turn reports to the Director of Rehab. This position is responsible for coordinating and providing rehab office workload assignment coverage for admit clerk and patient service rep team assignments as needed for all outpatient therapy clinics within the PRHC Rehab Department. This position is also responsible for day-to-day service to the public for office related team functions, clerical duties, assisting with efficiency in processing internal and external referrals, coordinating insurance authorization and scheduling services for outpatient therapy services at all clinic locations while ensuring customer service and patient satisfaction. This individual will require leadership skills and serve as a trainer for completing rehab office duties as assigned by the Rehab Manager and/or Rehab Director. Coordinates and collaborates with all rehab clinical, non-clinical support staff and leadership for the smooth operation of a dynamic PT/OT/ST rehab services program. Participates in performance improvement activities for the department.

JOB DUTIES:

• Answers phone efficiently. Provides courteous/prompt customer service to all who enter the Rehab Services area. Notifying the respective clinician/s when each patient arrives for scheduled appointment. Provides excellence in customer service, and professional business communication for patients and all clinical and non-clinical team members. Possess strengths in computer skills and word-processing.
• Admits Rehab patients into the computer system with accuracy and efficiency. Ensures information is up to date and complete regarding demographic and insurance information. Able to assist with all aspects of rehab office scheduling and insurance authorization for excellence in outpatient rehab waitlist processing
• Schedules patients for appointments as directed by both departmental protocols and individual therapist needs. Is responsible to assist Rehab Manager and Director with assigned duties and for training rehab office staff, including assist with coverage for and daily performance of admit clerk and patient service rep rehab team duties. Assists Manager with scheduling office team for adequate and effective staff scheduling coverage for supporting rehab office /non-clinical operations. Assists as needed with processing reports, data collection and compliance needs. Supports rehab leadership with tasks as assigned by Manager and/or Director such as office staff timekeeping, office staff scheduling needs within rehab department.
• Completes clerical duties assigned for specific receptions. This may include but is not limited to filing, discharging the appropriate recurring patients, making phone calls, monitoring/adjusting scheduler according to the appropriate staff schedules. Corresponding with entirety of team and/or outside vendors to promote services.
• Staff and leadership communication; Demonstrates positive communication skills both verbally and electronically. Develops relationships with Rehab Manager, Rehab Director, and Clinical Supervisors, Leads and staff to assure successful communication ongoing. Communicates staffing needs timely so that all parties (Therapists, Therapy Assistants, Office Support Staff are aware of changes. Works cooperatively demonstrating teamwork, recognizing needs of PT/OT/ST departments across multiple sites. Alerts leadership to needs of department and takes prompt action and responsible for resolving office staffing needs, and or reporting to chain of command - Rehab Manager/Rehab Director,
• Ownership: Demonstrates ownership for the admit clerk and patient service rep processes, anticipating needs and staffing changes to support volumes and office team staffing/workload support where needed for best prioritization of patient access for physician ordered rehab services

JOB SPECIFIC REQUIREMENTS:

Minimum knowledge, skills, and abilities:

• High School graduate or equivalent.
• Advanced computer skills. Prior experience with computers is required.
• Prior experience in a customer - service and/or clerical role is required.
• Strengths in professional organizational and business communication skills preferred.
• Health care experience is highly preferred.
• Ability to read and communicate effectively and clearly in English.
• Ability to communicate appropriately with a wide range of persons and personalities.
• Ability to relate positively with the public.
• Ability to demonstrate positive and appropriate interpersonal skills.
• Ability to manage multiple priorities.
• Ability to function well under stressful situations.

GENERAL REQUIREMENTS:

• Demonstrates the ability to organize his/her time effectively and to manage a typical work assignment. Is able to manage multiple tasks, prioritize work assignments, and completes assigned duties within scheduled hours. Completes other duties as assigned. Not wasting time with idle conversation.
• Floats to other areas of the department/facility as needed and are willing to pick up additional shifts or duties due to staff shortages.
• Reports to work on time and as scheduled. Utilizes time efficiently by not abusing breaks or meal periods. Employees are required to accurately record their time using the timekeeping system. Attends personnel meetings and inservices as required for the position.
• Maintains professional licensure and certifications as required by position and regulatory compliance. Maintains annual educational requirements and seeks out additional training if it pertains to his/her job or career goals.