JOB DESCRIPTION
Job Title: Outpatient Service Specialist Job Code: 880270
Immediate Supervisor: Outpatient Service Specialist Supervisor/Outpatient Clinic Manager
Status: Non-exempt
DEPARTMENT FUNCTION/JOB OVERVIEW
Responsible for coordinating therapy schedules of all rehabilitative outpatients receiving therapy or physician services at any of the Outpatient Therapy locations. Responsible for ongoing monitoring, adjustment and completion of scheduling process. Responsible for accurate and thorough registration of all outpatients including demographic and insurance information. Depending on clinic location, responsible for insurance verification of patient benefits. Responsible for training and orienting backup staff in all parts of scheduling. Job demands capability to deal with details, frequent schedule changes, interruptions, and potential conflicts. Work will be performed in an ethical and legal manner following organizational policies, processes, protocols and procedures. Responsible for quality service delivery and internal/external customer relations for Madonna as a whole, including upholding the mission and values for the department and facility.
ESSENTIAL FUNCTIONS
- Initiate, follow up and complete incoming faxed referrals.
- Complete accurate and thorough pre-admission and admissions including insurance and patient demographic information.
- Complete accurate insurance benefit information verification, and authorization depending on clinic location
- Complete required admission paperwork with patient or patient caregiver and collect any co-payments or other fees.
- Arrange schedule for patients being seen in therapies to ensure accurate, coordinated therapy. Provide copy to patient/family.
- Evaluate accuracy, efficiency and effectiveness of scheduled appointments and make changes as indicated.
- Document and communicate all steps and all changes made to schedule.
- Coordinate evaluations, specialty services and ongoing scheduling of therapy appointments for patients.
- Maintain schedule of all patients being seen.
- Schedule should reflect their individual appointments/equipment and assigned therapist.
- Initiate and update as necessary individual therapists' schedules to promote timeliness of service delivery.
- Evaluate applicability of special scheduling protocols depending upon patients' diagnoses and initiate/adjust scheduling process accordingly.
- Compute supply needs and communicate with supervisor or manager to order supplies for office use.
- Assist with data collection for special projects as requested.
- Negotiate therapy times with staff and with patients to ensure patients are seen in a timely manner and at the indicated frequency, while upholding therapist consistency.
- Inform therapists and patients of changes in patients' schedule in order to promote customer satisfaction and avoid confusion.
- Interact and communicate with coworkers, staff, patients and the general public in an upbeat, respectful, confidential and compassionate manner.
- Answer telephone in a friendly and professional manner and take messages for staff, provide directions, and/or locate appropriate personnel to increase customer satisfaction.
- Follow instruction from supervisor to perform other functions as assigned in order to achieve the goals within the department.
- Provide education and training to other personnel in scheduling software functioning.
- Independently operate personal computer to enter and retrieve data re: patients' and therapists' schedules and independently utilize scheduling software and other software as needed to record and adjust schedules and conduct necessary communication with other departments.
- Proficient computer skills including e-mail, word processing and spreadsheet functions.
- Maintain and ensure a safe environment for the department.
- Handle and operate all necessary equipment including telephone, fax machine, copy machine, credit card machine and scanner in order to communicate, copy, retain or distribute essential information, and performs required duties according to established safety standards to maintain compliance with regulations and prevent injury.
Depending on clinic location complete patient care duties, filing, and cleaning of the equipment and office.
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PHYSICAL DEMANDS AND ENVIRONMENTAL CONDITIONS
This position is performed 100% indoors. Work activities occur in offices and meeting rooms. May be exposed to patients who are in an agitated or aggressive state.
Physical demands: Frequent sitting and standing, reaching, handling, keyboarding and simple grasping. Frequent reaching with both arms at low and waist levels, grasping with both hands requiring normal grip strength based on national averages. Occasional walking, stooping, occasional lifting and carrying 25 pounds and frequent lifting and carrying of 15 pounds. Frequent handling of paper, pens, computer, telephone, photocopy machine and scanner. Frequently seeing handwritten and printed material. Requires sufficient sight to see and read reports and computer screen, constant visual acuity. Requires sufficient hearing and speaking to communicate by phone or in person. Occasional handling of wheelchairs with patients. Mobility required for travel to scheduled events or meetings as needed.
Mental requirements: Continually being alert to color division, reading written or hearing verbal information and to shifting priorities.
Stress factors: Frequent repetition and continuous pressure.
QUALIFICATIONS (Education/training and/or Experience)
High school equivalency with six months post-high school education plus one year work experience in a related area required. Additional relevant work experience would be considered in lieu of post-high school education. Must have ability and experience in operating standard office machines. Good knowledge of basic math, good organizational skills, and problem solving skills are required. Experience and working knowledge of personal computers required. Knowledge of medical terminology desired. Must be able to work in fast paced, demanding situations with frequent interruptions and without adverse reaction and be able to interact in a positive manner with staff and customers. CPR for health care provider/CPR for Professional Rescuer may be required at time of hire or within 30 days from date of hire.
Current driver’s license and good driving record required. Must submit a copy of current driver’s license abstract reflecting a good driving record.
Background checks are conducted. When specific authorization forms are requested so that full background and history can be obtained, employees/applicants must sign the form(s) requested.
