Scheduler/Therapy Tech

St. Charles Health System; Bend (OR); On-site; USD 35,000 - 50,000; Full time

Job summary

St. Charles Health System in Bend, Oregon is looking for a Scheduler / Therapy Tech responsible for patient registration and scheduling rehabilitation appointments. This role includes verifying insurance and acting as a liaison for patients and their insurance companies.

The ideal candidate should have a high school diploma and experience in customer service. The position demands excellent phone skills and knowledge of medical terminology, with the opportunity to assist in therapy as needed.

Qualifications

• Must have customer service experience in a fast-paced environment.
• 1 year of experience in an administrative or clerical position required.
• Knowledge of medical terminology and procedures is necessary.

Responsibilities

• Registers patients and schedules rehabilitation appointments.
• Verifies insurance information and contacts patients for pre-registration.
• Acts as a liaison between patients and insurance companies.

Skills

Customer service experience

Knowledge of medical terminology

Excellent phone skills

Education

High school diploma or GED

Associate’s degree or higher

Job description

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 and will also serve as a therapy tech when needed.

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 an 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 the system.
• Contacts patients and pre‑registers them in the registration system following specific registration criteria.
• Functions as a Patient Representative during insurance verification and authorization process.
• Reviews the account to ensure that the correct insurance companies are listed, corrects and updates the account 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 the type of service ordered require authorization, obtaining authorization ongoing throughout the treatment period.
• Acts as a liaison between the patient, physician’s office, therapist and insurer, and serves as a resource person for insurance authorization and coverage issues.
• Notes the account with accurate benefit information, documents all calls, correspondence, and related activities to each patient account.
• Prepares an estimate of patient liability and follows up with patients to advise them of the estimated liability or deposit; places waivers on accounts for services not covered by plans.
• Is knowledgeable with Medicare, Medicare Advantage, Medicaid, and commercial insurance practices.
• Is responsible for authorization and scheduling reports and for 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 processes written orders, enters appointments into the scheduling system, and demonstrates excellent customer service skills.
• Completes 20 to 40 hours of on‑the‑job training, observations, and shadow time specific to direct patient care during orientation.
• 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, stating purpose, asking the patient their preferred name, sitting with the patient to determine their care goals, active listening, and using communication skills skillfully.
• 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; supports the organization’s corporate integrity efforts by acting ethically and appropriately; adheres to protected health information privacy regulations; reports known or suspected violations; and cooperates fully with all organizational investigations and proceedings.
• May perform additional duties of similar complexity within the organization, as required or assigned.
• Performs duties in accordance with department guidelines and 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 requisites to obtain a valid Oregon driver’s license and meet St. Charles Health System driving requirements. AHA Basic Life Support for Healthcare Provider certification or ability to complete it during the pre‑employment period.
• Preferred: N/A

Experience

• Required: Previous customer service experience in a high‑volume, fast‑paced environment; 1 year of experience in an administrative or clerical position; knowledge of medical terminology and procedures; excellent phone skills and experience with incoming call management.
• Preferred: 1 year of scheduling experience in a call center environment; 1 year of rehabilitative services experience or equivalent education.