Scheduler and Therapy Tech

St. Charles Health System; Bend (OR); On-site; USD 36,000 - 54,000; Full time

Job summary

St. Charles Health System in Bend, Oregon, is seeking a Scheduler / Therapy Tech for Rehabilitation. The role registers patients, verifies insurance, requests authorizations and schedules rehabilitation appointments, while also serving as a therapy tech when needed.

Responsibilities include coordinating with physicians, clinics, and payers, inputting data into EMR, and delivering high-quality patient service in a fast-paced setting.

Qualifications

• High school diploma or GED required.
• Associate’s degree or higher preferred.
• Valid Oregon driver’s license and BLS certification required.
• 1 year of customer service in a high-volume environment required.
• 1 year of administrative/clerical experience required.
• Knowledge of medical terminology and procedures.
• Excellent phone skills and experience managing incoming calls.
• 1 year scheduling experience in a Call Center preferred.
• 1 year rehabilitative services experience or equivalent education preferred.

Responsibilities

• Register patients and schedule rehabilitation appointments, collecting demographics and insurance information.
• Verify insurance and obtain authorizations as needed.
• Input data into the EMR and maintain accurate patient accounts.
• Respond to inquiries from physician offices and clinics.
• Serve as a therapy tech when needed and coordinate with therapists.
• Provide excellent customer service and protect patient privacy.

Skills

Customer service

Phone communication

Scheduling

Medical terminology

Administrative support

Education

High school diploma or GED

Associate degree or higher

Tools

EMR system

Job description

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 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 patient’s physician or authorized designee.
• Schedules rehabilitation appointments accurately, responding to telephone inquiries and faxes from the patient’s 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, physician’s 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 organization’s 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: Associate’s 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.
• Preferred: N/A

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