CSS Pediatric Therapy

Job Description

Job Description

About Company:

McAlester Regional Health Center is a community-focused healthcare organization committed to delivering compassionate, high-quality care to southeast Oklahoma. With a strong history of service and growth, MRHC is dedicated to improving the health and well-being of the communities we serve while investing in the development of our employees. Guided by values of teamwork, integrity, and excellence, we foster a supportive and inclusive workplace where every team member is valued. At MRHC, employees have the opportunity to make a meaningful difference every day while building a rewarding career in healthcare.

About the Role:

The Customer Service Specialist in Pediatric Therapy plays a critical role in ensuring families and caregivers receive exceptional support and guidance throughout their therapy journey. This position serves as the primary point of contact for inquiries related to pediatric therapy services, facilitating clear communication between clients, therapists, and administrative teams. The specialist is responsible for managing appointment scheduling, addressing concerns, and providing detailed information about therapy programs tailored to children’s unique needs. By fostering a compassionate and knowledgeable environment, the role significantly contributes to positive client experiences and successful therapy outcomes. Ultimately, this position supports the organization’s mission to deliver high-quality pediatric therapy services with empathy and professionalism.

Minimum Qualifications:

• High school diploma or equivalent required; Associate’s degree or higher preferred.
• Strong knowledge of pediatric therapy terminology and basic understanding of therapy processes.
• Proficiency with scheduling software and electronic health record (EHR) systems.
• Excellent verbal and written communication skills with a demonstrated ability to handle sensitive situations professionally.

Preferred Qualifications:

• Experience working directly with children or families in a therapeutic or clinical environment.
• Familiarity with insurance billing procedures and authorization processes for therapy services.
• Experience in a customer service role, preferably within a healthcare or pediatric therapy setting
• Certification in customer service or healthcare administration.

Responsibilities:

• Respond promptly to client inquiries via phone, email, and in-person regarding pediatric therapy services.
• Coordinate and manage appointment scheduling, cancellations, and rescheduling to optimize therapist availability and client convenience.
• Maintain accurate and confidential client records, ensuring compliance with healthcare regulations and organizational policies.
• Collaborate with therapists and clinical staff to communicate client needs, progress updates, and any service adjustments.
• Provide families with detailed information about therapy programs, insurance processes, and available resources to support their child’s development.

Skills:

The required skills enable the specialist to effectively manage client interactions by providing clear, compassionate communication and timely responses to inquiries. Proficiency with scheduling and EHR software ensures accurate appointment management and record-keeping, which are essential for smooth clinical operations. Knowledge of pediatric therapy terminology allows the specialist to understand and relay important information between families and clinical staff accurately. Preferred skills such as bilingual communication enhance the ability to serve diverse populations, improving accessibility and client satisfaction. Additionally, familiarity with insurance processes supports the specialist in guiding families through administrative requirements, reducing barriers to care.