Reception Staff - Physical and Occupation Therapy

Group Health Cooperative of South Central WI; Madison (WI); On-site; USD 32,000 - 45,000; Full time

Job summary

Group Health Cooperative of South Central Wisconsin is seeking a Therapy Technician for full-time work in Madison, WI. This role provides front-line customer service in person or by phone, including messaging, screening, registering, scheduling, check-in/out, and cashiering at the front desk.

Under supervision of therapy leadership, you will perform defined patient care tasks and non-patient duties, while maintaining HIPAA standards and participating in multi-site scheduling as needed.

Qualifications

• High School diploma or equivalent is required.
• Six months minimum experience in a customer-service setting; healthcare background preferred.
• CPR/AED certification required or obtained within four months of employment.
• Ability to travel to multiple work sites and possess a valid WI driver's license if operating a vehicle.
• Strong communication, organizational, and confidentiality skills are essential.
• Proficiency with computer programs (Excel, Word, Outlook) and typing at 40 WPM or higher.

Responsibilities

• Provide front-line customer service in person or by telephone.
• Assist with messaging, screening, registering, scheduling, check-in/out, and cashiering.
• Perform non-licensed patient care tasks under supervision by a therapist or PTA per policy.
• Maintain HIPAA-compliant handling of patient information.
• Support the Call Center Supervisor and Therapy Team Leader.
• Travel to various work sites as required.

Skills

Customer service experience

Phone & front-desk skills

Communication skills

Organizational skills

HIPAA knowledge

Typing 40 WPM

MS Office (Word/Excel/Outlook)

Spanish language skills

Education

High School diploma or equivalent

CPR/AED certification

Tools

EPIC scheduling

MS Office

EMR systems

Job description

Group Health Cooperative of South Central Wisconsin. BETTER TOGETHER

1.0 FTE / Full-time.

Under the supervision of the Therapy Technician Team Leader and the general direction of the Physical and Occupational Therapy Department Manager, the Therapy Technician is responsible for providing front-line customer service in person and/or by telephone that may include messaging, screening, registering, scheduling, checking-in/out, and cashiering. In addition, the Therapy Technician serves as a non-licensed employee who performs specific, clearly defined patient care services under the direct on-site supervision of a therapist or Physical Therapist Assistant as allowed by law and defined by department policy as well as performs non-patient care related duties.

GHC-SCW is a quality driven cooperative built on collaboration, community involvement, innovation, and belonging. In dedication to the health and well-being of our employees, we offer a comprehensive benefits package that includes health and dental insurance, along with paid parental leave, short-term disability, long-term disability, and life insurance. Additional benefits include a flexible spending account, employee assistance programs, tuition reimbursement, pet insurance, eyewear discounts, and more.

The incumbent knows and complies with all Group Health Cooperative of South Central Wisconsin (GHC-SCW) organizational and departmental policies, sets high personal standards for quality and timeliness in completing assignments, and consistently represents the organization in a positive and professional manner. The incumbent understands GHC-SCW's Mission, Vision, and Common Values and demonstrates a commitment to promoting these principles through daily actions, behaviors, and interactions. The incumbent works under the general supervision and review of the Call Center Supervisor.

Job Specific Minimum Qualifications

• High School diploma or equivalent.
• Minimum six (6) months work experience in a setting that requires customer service skills required. Work experience in a Medical Reception setting preferred. Relevant training may be substituted for work experience. Previous experience using the telephone in a service capacity preferred. Experience with medical terminology preferred. Ability to speak Spanish fluently preferred but not required.
• Possession of or eligibility for a valid Healthcare Provider CPR/AED certificate is required. Employee must obtain certification within four (4) months of employment.
• Ability to travel to various work sites. Employee is expected to provide personal transportation. Possession of a valid, Wisconsin driver license if the employee is operating a motor vehicle.
• Excellent organizational skills required.
• Excellent verbal and written communication skills required.
• Excellent customer service skills required. Ability to be culturally sensitive and work with a diverse patient population. Ability to work harmoniously and cooperatively with all staff and the public required. Ability to work in variable environments with changing patient populations.
• Ability to act in a professional manner when dealing with practitioner staff, personnel of other departments, fellow employees and the general public required.
• Knowledge of and ability to use various computer programs including Microsoft Office suite such as database (Excel), word processing (MS Word), and Outlook email. Typing skills of 40 words per minute with minimal errors are required. Ability to take minutes using computer word processing during monthly department meetings.
• Ability to use and/or learn on-line systems such as electronic medical record and appointment scheduling. Experience with EPIC systems scheduling is desirable but not required. Excellent organizational skills required.
• Ability to handle and prioritize multiple tasks appropriately in rapid succession required. Ability to focus on tasks when there are a variety of environmental distractions.
• Ability to be flexible in daily assignments. Ability to consistently follow protocols for modalities, exercise programs, etc.
• Ability to take and relay messages accurately and in a timely manner, including the ability to spell correctly required.
• Ability to maintain personnel related and patient confidentiality required. Knowledge of or ability to learn HIPAA requirements.
• Ability to use a keyboard for much of the shift required.
• Ability to sit or stand for up to 3 hours at a time and frequently stand up and down from desk chair required.
• Ability to bend and reach from both a standing and sitting position frequently required.
• Ability to speak and listen in person and on the telephone.

Our Mission Statement

We partner with members and the communities we serve to maximize health and well-being.

Our Vision

As a local, not-for-profit, member-owned Cooperative, we are the most trusted resource for lifelong health and well-being in the communities we serve.

Our Values

• We are a not-for-profit Cooperative
• We are member-centered
• We are equitable and inclusive
• We are quality-driven
• We are innovative
• We are community involved

We believe

Healthcare is a human right.

In treating all people with dignity and respect.

There is strength in diversity.

Equity celebrates our humanity.

We are better together.

Group Health Cooperative of South Central Wisconsin is proud to be an equal opportunity employer. GHC-SCW considers candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.