Patient Services Representative

Position Title: Patient Services Representative FLSA Status: Non-Exempt Department: Clinical Support Services Reports To: Therapy Leadership

POSITION SUMMARY:

As a Patient Services Representative, you will help to ensure that REHAB patients and their families receive caring and dedicated service at REHAB. You will be the support for our Therapy Department and assist with a variety of services. These services include assisting patients with their schedules for outpatient therapy services to assure required patient therapy hours are provided. Coordinates in/outpatient resources for timely continuum of care and reduces patients’ scheduling conflicts, changes, and cancellations/no-shows, between all disciplines and timely clinical documentation of services provided. Handles and answers questions regarding patients’ and practitioners’ schedules. Collaborates with in/outpatient Therapists, Physicians, Care Coordinators, Nursing Unit Secretaries, Dietary Staff, and Patient Financial Services (PFS) in order to provide timely services for patients requiring outpatient services as needed. With a commitment to delivering high-quality, comprehensive and innovative inpatient and outpatient rehabilitation services. Wage Range: $18.70 per hour to $28.06 per hour The actual wage is dependent on the applicant's relevant experience and qualifications for this position. The wage range for this position may be subject to change in the future depending on a variety of factors such as market conditions, business needs, legal developments, and other appropriate factors.

REQUIRED QUALIFICATIONS:

Education: High school graduate or equivalent. Skills/Experience: One (1) year experience in an office or customer service experience. Have used Google Suite

PREFERRED QUALIFICATIONS

Education: Business school graduate or higher in the field of healthcare. Skills/Experience: Familiarity with rehabilitation and / or healthcare front office. Two (2) or more years work experience in a medical / hospital setting. Completion of medical terminology course. Experience in scheduling, receptionist’s functions, and trained in customer relations.

CORE VALUES

Our team models REHAB’s core values H.E.A.R.T. in daily actions. Honesty – Speak and act with truth and respect. Engagement – Embrace and commit to our mission, vision and values. Aloha – Serve others with a spirit of kindness and compassion. Resilience – Rebound and recover with a sense of urgency. Teamwork – Work together for success.

ESSENTIAL JOB FUNCTIONS

Obtains all necessary registration information at time of patient scheduling. Understands the diversity of customer needs, and demonstrates the knowledge and skills to provide services to the customer (i.e. stands in front of a geriatric individual and speaks slowly and distinctly, etc.) Responds timely to answering and returning of telephone calls and the recording and delivering of messages to the appropriate person / department. Ensures and documents the check-in of all patients for outpatient services (i.e. Nuuanu Outpatient, Rehab Strong and iCARE) in the appropriate application. Accurately confirms and schedules the next appointment and processes recurring outpatient visits. Ensures patients’ schedules are consistent with patients’ needs by verifying with the treating therapist. Responds to inquiries from patients / families regarding outpatient therapy schedules. Collects payments (cash, checks, credit card) from patients related to co-payments, wellness program fees, etc. and provides receipts to patients for paid services upon request. Verifies receipt of cash / checks received at end of day and forward to Accounting to process and deposit. Provides timely feedback / response to internal and external customers regarding scheduling questions, concerns and comments in order to improve efficiency in the patient’s continuum of care. Monitors the therapists’ schedule daily for open slots in outpatients clinics to ensure each therapist is scheduled to meet productivity goals. Consults with Therapy Leadership as needed, to increase billable hours per therapist by deploying therapists to inpatient floors and other outpatient clinics as needed. Uses sound judgment and ensures patient safety. Follows and adheres to all organizational and departmental policies and guidelines, code of conduct, and REHAB employee handbook. Performs other duties as assigned.

PROFESSIONALISM AND COMPLIANCE COMPETENCIES

Maintain a high level of proficiency in the following REHAB competencies. Job Knowledge Accountability Communication and interpersonal/relationship building skills Adaptability and Problem Solving, Decision Making Organization and Project Management

EQUIPMENT, TOOLS, WORK AIDS USED

Office equipment, including telephone, computer and multifunction devices (MFDs). Google’s G Suite, report writer and database software.