Oversees the clerical functions and provides administrative support to the rehab department.  Schedules patients for the TMH rehab department, including Physical, Occupational, and Speech Therapy; maintaining effective communication with patients, staff and providers; performing all aspects of patient registration and re-registration; establishing and upholding departmental medical record functions; monitors charge errors; maintains a high degree of customer satisfaction; supports and guides clerical staff.  Embodies the Memorial Health Values of Safety, Integrity, Quality, and Stewardship that support our mission and vision.

Schedule

Full Time, Days

Contact me if interested at Watson.Kari@mhsil.com or schedule a call with me to discuss at

  https://MemorialHealthIL.as.me/KariWatson

Education:

High school diploma or equivalent required.

Experience:

• Five years of business office experience required, preferably in areas of scheduling, Patient Access, or insurance principles/practices.
• Five years of customer service experience required.
• Medical office experience strongly preferred.

Computer experience required.

Other Knowledge/Skills/Abilities:

• Strong leadership, motivational and organizational skills
• Working knowledge of computers is required, with the ability to enter and retrieve data, and electronically notate patient accounting software and other required applications/systems.
• Must demonstrate detail orientation, critical thinking, and problem solving ability.
• Must demonstrate excellent oral and written communication and customer service skills, with ability to maintain a calm and professional demeanor in high stress situations.
• Must demonstrate ability to work successfully with internal and external customers. Outstanding customer relations skills, strong communication and interpersonal skills are essential.

Must demonstrate ability to educate, persuade, and negotiate effectively with patients and families.

Principle Duties & Responsibilities:

1. Assists rehab manager with routine management issues, such as colleague staffing and work assignments; colleague satisfaction initiatives; orientation and/or training of new clerical staff; implementation of clinic policy, procedures, and process; maintenance of facilities and equipment; stocking of supplies; patient satisfaction.
2. Coordinates and completes orientation and training of new clerical staff.  Assists with onboarding of all new department colleagues and provides guidance and education to other clerical staff.  Participates in competency assessment development and process.
3. Reception/Scheduling:  Provides assistance, guidance, and direction to visitors and patients, in person and over the phone, in a manner designed to yield a high level of customer satisfaction.   Schedules appointments and maintains an efficient Master schedule for Occupational Therapy, Physical Therapy, and Speech Therapy.  Monitors patient flow through reception and works with team to minimize waits and delays in patient care. 
4. Registration/Verification:  Registers patients, verifies physician orders, updates demographics and insurance on existing patients and obtains signatures for proper billing.  Pre-certifies patient insurance when necessary to ensure payment and correct billing.
5. Customer Service:  Answers phones and greets customers in a friendly manner.  Accepts customer complaints, solves problems when possible, and escalates to supervisor when necessary. 
6. Medical Records:  Responsible for several tasks related to the paper flow through the department.  Establishes, prepares and files outpatient medical record charts for all services.  Copies, files, faxes, scans and routes outpatient medical records and correspondence to physicians, medical records department and third party payers.  Pulls medical record charts daily for all service areas.  Completes discharge process on all patients and forwards appropriate record information to Health Information.
7. Billing:  Daily monitoring of billing sheets for accuracy and complete information; inputs patient data, charges and adjustments; generates statistical billing data as requested by manager/director.
8. Rehab Support:  Assists with rehabilitative services for patients of all ages under the direct supervision of the therapists and/or assistant.  Transports patients to and from therapy in accordance with patient schedule.  Maintains inventory of rehabilitation equipment and assists for ordering of supplies.  Provides coverage for other staff when needed.  Demonstrates support for and participates as requested in accomplishing Rehab Services goals and objectives.
9. Serves patients over the phone by answering incoming telephone calls, ascertaining caller information, and transferring to appropriate party, or taking messages.
10. Demonstrates support for and participates in accomplishing team goals and objectives.  
11. Performs other related work as required or requested.

Embodies the Memorial Health System Performance Excellence Standards of Safety, Courtesy, Quality, and Efficiency that support our mission, vision and values:

• SAFETY: Prevent Harm - I put safety first in everything I do. I take action to ensure the safety of others.
• COURTESY: Serve Others – I treat others with dignity and respect. I project a professional image and positive attitude.
• QUALITY: Improve Outcomes – I continually advance my knowledge, skills and performance. I work with others to achieve superior results.
• EFFICIENCY: Reduce Waste – I use time and resources wisely. I prevent defects and delays. 

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job.  Incumbents may be requested to perform tasks other than those specifically presented in this description.