Clinical Secretary- Outpatient Rehab, OHC

Mt Ascutney Hospital and Health Center; Woodstock; On-site; CAD 35,000 - 45,000; Full time

Job summary

A healthcare facility in Canada is seeking a Clinical Secretary for their outpatient rehab department. This role involves managing patient appointments, providing customer service, and ensuring efficient scheduling and communication in a busy office environment. Candidates should have a high school diploma and experience in a provider office, with strong organizational and communication skills.

Qualifications

• 1 year experience in provider office required.
• Knowledge of insurance benefit programs preferred.
• Ability to interact effectively with patients and staff.

Responsibilities

• Responds to patient calls providing information and education.
• Greets patients and assists with forms and technology.
• Triage referrals and manage schedules for patients.
• Completes insurance verification and tracks referrals.
• Monitors waiting room for patient concerns.

Skills

Customer service skills

Ability to multi-task

Attention to detail

Effective communication

Education

High school graduate or equivalent

Job description

Clinical Secretary- Outpatient Rehab, OHC

Ottauquechee Health Center

Full-time

Day shift

POSITION SUMMARY

This role supports our outpatient rehab department from our physical therapy office located within the Ottauquechee Health Center. The individual in this role will review, process, and track all patients referred for services delivered by our providers and therapists. Kindly greet patients, schedule appointments, respond to patient calls, provides support to staff onsite and at our Windsor office. Ability to multi-task and stay organized, with excellent customer service skills are needed in this position.

RESPONSIBILITIES

• Responds to patient calls providing general information and education.
• Greets patients arriving for appointments, provides appropriate questionnaire(s), answer questions and assists patients with completion of forms and use of technology, acknowledges any delays and keeps patient updated.
• Assesses needs of patients without appointments and triages referrals as appropriate.
• Reviews schedules daily for accuracy in scheduling. Reviews wait list, no-shows, and cancellations, while managing multiple e-DH worklists. Reschedules patients to assure schedules are fully booked and patients’ needs are met.
• Receives incoming phone calls from providers, other staff or external provider offices and patients. Appropriately assesses the needs of the caller and processes requests, takes messages, schedules appointments or transfers the call.
• Completes insurance verification for all referrals in a timely manner, and prior-authorizations for further treatment as needed.
• Reviews all provider schedules at the end of day to identify and contact those patients who require follow up and processes letters to no shows in accordance with current policy.
• Monitors the waiting room for patients in distress and seeks assistance when needed. Reports all concerns and complaints to supervisor/manager.
• Manages multiple in-baskets by monitoring, prioritizing and properly routing the messages. Completes tasks as assigned by providers and/or supervisor.
• Monitors referral work queues for internal and external referrals. Processes new referrals according to established procedures and tracks queue status to ensure that referrals are completed timely and accurately. Schedules patients for initial evaluation and all follow up appointments following department policies and procedures.
• Implements and monitors DH policies and procedures.
• May be asked to travel and provide coverage at our Windsor office as needed.
• Performs other duties as required or assigned.

QUALIFICATIONS

• High school graduate or equivalent with 1 year experience in provider office.
• Knowledge of insurance benefit programs and medical terminology preferred.
• Ability to effectively interact with providers, staff, patients and insurance plan representatives a must.
• Able to prioritize multiple tasks and manage time effectively.
• Must have prior computer experience, excellent communication skills, and attention to detail.