Job Description

Overall Objectives

This position acts as an intermediary between the department and the customer to meet the customer’s need for information, support, assistance and scheduling of outpatient rehabilitation services. The scheduler helps the organization and department understand customer’s needs, expectations, or difficulties by creating positive relationships with the department, therapists, support staff, patients, their families, and referral sources. Using critical thinking skills, the employee will interact with customers to provide and process information in response to inquiries, concerns and request about Independence Health System services using a vast arrangement of technical resources that will allow the department to maintain focus on the needs of our communities. The employee is ultimately responsible for creating an exemplary customer service experience that encourages ongoing relationship with the department and organization, while focusing on the patient’s needs. Will efficiently and accurately schedule patients for outpatient rehabilitation services, as well as obtain update patient information and insurance coverage. Possesses excellent customer service skills when interacting with patients, families, physicians, staff and team members. Prior clinical experience, telephone experience and scheduling experience preferred for this position. Participates in orientation, continuing education offerings and annual competencies.

Essential Job Functions

• Schedules patient appointments for Outpatient Rehabilitation Services
• Possesses a knowledge of the Outpatient Rehabilitation Staff, including their specialties
• Maintains positive relationship with referral source and outpatient rehabilitation services support staff
• Answers calls quickly, efficiently and with a customer friendly approach
• Assists customer in finding a therapist, based upon their preferences, needs, and location
• Informs supervisor/manager for problematic situations and demonstrates ability to support recommendations/decisions
• Attempts to convert all therapy referrals into an office visit
• Checks first available appointment if applicable
• Schedules appointments appropriately using tools available
• Contact user departments to address special circumstances for scheduling
• Takes responsibility for asking for assistance when needed
• Follows chain of command
• Ensures communication with all patients/coworkers
• Interacts professionally with patient/patient representative for obtaining information
• Communicates with departments any add-on, or cancellations for same/next business day
• Demonstrates positive verbal communication skills, including active listening
• Ability to maintain professional behavior in difficult situations
• Excellent interpersonal, written and oral communication
• Follow the chain of command with communication
• Supports performance improvement initiatives
• Assist with data collection
• Responsible for a number of statistical reports to determine the volume of calls and referrals coming through Centralized Scheduling in the Outpatient Rehabilitation Department
• Informational Needs of Customers
• Provide patient with Department and system information to include locations, addresses, parking etc.
• Responds to customers inquiries
• Maintain working knowledge of department applications such as EMR, Allscripts, STAR, IDX, Microsoft Outlook, Word and Excel
• Registration of scheduled patients
• Obtain patient prescription via Allscripts if available
• Verify insurance and obtain authorization if required, following insurance guidelines
• Verify information in EMR for accuracy
• Call patients to verify information as needed
• Pre-register scheduled patients within department/facility guidelines
• Notify department if information is needed from patient once they arrive for their scheduled appointment
• Ability to perform necessary updates in patient record
• Other duties as assigned.

Competency and Experience [Knowledge, Skills and Abilities]

Required Qualifications/Experience

• High School Diploma, GED or higher level of education.
• One (1) year of recent experience in patient access, scheduling, cash collections, insurance and/or precertification requirements or directly related experience in a hospital.
• Knowledge of medical terminology.
• Strong leadership ability, good organizational skills, independent and critical thinking skills, sound judgment, and knowledge of legal aspects and liability of nursing practice.
• Strong ability to communicate complex and/or controversial topics and concepts to a wide and diverse audience.
• Experience in customer service, telephone experience and Microsoft Office.

Preferred Qualifications/Experience

• Two (2) years’ experience of customer service and scheduling experience.
• Knowledge of third-party payer regulations and requirements.
• Previous clinic experience in outpatient rehabilitation services.

License, Certification & Clearances

• Act 34-PA Criminal Record Check from the PA State Police system

Position Type/Expected Hours of Work

• Incumbent will be scheduled based on operational need (rotate shifts, standby, on-call, etc.).
• Travel may be expected locally between System locations.

Equal Employment Opportunity

Independence Health and its affiliated companies are Equal Opportunity Employers. It is their policy to prohibit discrimination of any type and to afford equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, national origin, age, marital status, disability, veteran status, or genetic information, or any other classification protected by law. Independence Health and its affiliated companies will comply with all applicable laws and regulations.

Disclaimer

This job description is not designed to contain a comprehensive listing of all activities, duties or responsibilities that are required of the employee. Moreover, duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

Work Environment

Effective March 2020 or during pandemic: goggles, face shield and mask are required according to CDC guidelines

When lift requirement is in excess of 50#, lift assistance (2 person) and/or transfer device is required.

Essential – Absolute Necessity.

Marginal – Minimal Necessity.

Constantly – 5.5 to 8 hours or more or 200 reps/shift.

Frequently – 2.5 to 5.5 hours or more or 32-200 reps/shift.

Occasionally – 0.25 to 2.5 hours or 2-32 reps/shift.

Rarely – Less than 0.25 hours or less than 2 reps/shift.

Physical Condition

Essential

Marginal

Constantly

Frequently

Occasionally

Rarely

Never

Extreme Heat

X

Extreme Cold

X

Heights

X

Confined Spaces

x

Extreme Noise(>85dB)

X

Mechanical Hazards

X

Use of Vibrating Tools

X

Operates Vehicle

X

Operates Heavy Equipment

X

Use of Lifting/Transfer Devices

X

Rotates All Shifts

X

8 Hours Shifts

X

x

10-12 Hours Shifts

x

X

On-Call

X

Overtime(+8/hrs/shift; 40/hr/wk)

x

X

Travel Between Sites

x

X

Direct Patient Care

x

Respirator Protective Equipment

X

Eye Protection

X

Head Protection (hard hat)

X

Hearing Protection

X

Hand Protection

X

Feet, Toe Protection

X

Body Protection

X

Latex Exposure

x

x

X

Solvent Exposure

X

Paint (direct use) Exposure

X

Dust (sanding) Exposure

X

Ethylene Oxide Exposure

X

Cytotoxic (Chemo) Exposure

X

Blood/Body Fluid Exposure

X

Chemicals (direct use) Exposure

x

Mist Exposure

X

Wax Stripper (direct use)

X

Non-Ionizing Radiation Exposure

X

Ionizing Radiation Exposure

X

Laser Exposure

X

Physical Demands

When lift requirement is in excess of 50#, lift assistance (2 person) and/or transfer device is required.

Essential – Absolute Necessity.

Marginal – Minimal Necessity.

Constantly – 5.5 to 8 hours or more or 200 reps/shift.

Frequently – 2.5 to 5.5 hours or more or 32-200 reps/shift.

Occasionally – 0.25 to 2.5 hours or 2-32 reps/shift.

Rarely – Less than 0.25 hours or less than 2 reps/shift.

Physical Condition

Essential

Marginal

Constantly

Frequently

Occasionally

Rarely

Never

Bending (Stooping)

x

Sitting

X

x

Walking

x

X

Climbing Stairs

x

X

Climbing Ladders

X

Standing

x

X

Kneeling

x

Squatting (Crouching)

x

x

Twisting/Turning

x

x

Keyboard/Computer Operation

X

x

Gross Grasp

x

x

Fine Finger Manipulation

X

x

Hand/Arm Coordination

x

x

Pushing/Pulling(lbs. of force)

x

<10#

Carry

x

<10#

Transfer/Push/Pull Patients

X

Seeing Near w/Acuity

X

x

Feeling (Sensation)

x

Color Vision

x

x

Hearing Clearly

X

x

Pulling/Pushing Objects Overhead

x

Reaching Above Shoulder Level

x

Reaching Forward

x

x

Lifting Floor to Knuckle

x

<10#

Lifting Seat Pan to Knuckle

x

Lifting Knuckle to Shoulder

x

Lifting Shoulder to Overhead

x

When lift requirement is in excess of 50#, lift assistance (2 person) and/or transfer device is required.