Customer Service Representative II

Description

Summary :

Provides scheduling, insurance verification, billing & maintenance of appropriate files & databases for a variety of rehab programs. Acts as liaison between patient, therapy staff & physicians. Uses professional interpersonal skills when dealing with the "customer" clients on a daily basis. Process charts according to department guidlines.

Responsibilities :

1. Customer Service Criteria A : Receives an incoming telephone call in a pleasant, professional manner. Answers phone in a timely manner in accordance with department policy introduces self and department. Customer Service Criteria B : Records, responds to and delivers messages to the appropriate personnel in a timely manner. Customer Service Criteria C : Demonstrates the ability to identify when a sitiuation requires immediate attention / escalation to the proper authority Customer Service Criteria D : Demonstrates the ability to follow-up on ongoing or time / date sensitive materials / issues.

2. Registration / Intake Criteria A : Create new medical record or pre-register a patient using the pathways set up in accordance with department guidelines. Registration / Intake Criteria B : Obtain correct and accurate information from new patients for registration and scheduling purposes. Registration / Intake Criteria C : Check in patients in a timely & accurate manner in accordance with department guidelines. Registration / Intake Criteria D : Create an Occasion of service according to the scheduled appointment needs

3. Scheduling Criteria A : Accurately schedule patients for appointments in accordance with client protocol and Occupational Health department guidelines. Scheduling Criteria B : Manages and maintains clinical and physical therapy schedules - enters no-shows & cancellations, make corrections to the schedule throughout the day, updating calendars / schedules in accordance with department guidelines for optimal efficiency and monitoring for potential work-flow issues Scheduling Criteria C : Demonstrates the ability to schedule : executive / specialty appointments requiring fitness assessments, hearing physical demands assesments and diagnostic testing at other departments or facilities such as : cardiac stress tests and mammograms. Scheduling Criteria D : Demonstrates the ability to schedule mutiple appointments for client companies that have annual testing requirements according to company protocol.

4. Chart Preparation and Processing Criteria A : Demonstrates the ability to prepare paperwork in patient / client according to client protocol. Chart Preparation and Processing Criteria B : Processes patient charts according to protocol or as required by client & WC companies. Ensures adherence to protocols, generates follow-up, and clinician sign-off according to department guidelines. Chart Preparation and Processing Criteria C : Ensures wellness / physical charts are processed accurately including but not limited to : accurate documentation, patient communications, diagnostic test results reviewed and hearing conservation reports generated. All wellness, respiratory and diagnostic data entered into OHM according to departmental guidelines. Chart Preparation and Processing Criteria D : Maintains and updates various spreadsheets and annual databases including but not limited to Norwalk Hospital TST compliance and mask fits.

5. Out-Take / Administrative Functions Criteria A : Performs routine office functions : sorting and distributing mail, test results, consult reports, and communications from the fax. Out-Take / Administrative Functions Criteria B : Demonstrates ability to verify all outgoing patient medical records for completeness per protocol. Maintains patient / client medical records in accordance with hospital / OHS guidelines. Out-Take / Administrative Functions Criteria C : Generating reports for patients / clinicians / clients as needed. Out-Take / Administrative Functions Criteria D : Provides general support to office environment as directed and for coverage needs.

6. Authorization / Insurance Verification / Charge Entry / Billing Criteria A : Obtains claim numbers for workers comp clients and enters into OHM and Eclypsis computer program. Authorization / Insurance Verification / Charge Entry / Billing Criteria B : Performs payment transaction functions when payment is received via cash, check, or credit card machine. Authorizati

Education : HS GRAD / EQUIVALENT

Other Information :

Required : High School graduate or G.E.D.. Additional post high school courses at college or secretarial school preferred. 3-5 years clerical / administrative experience in a high volume, customer service orientated office environment is required. Must work well und Minimum Experience : three years Desired :

Working Conditions :

Manual : significant manual skills / motor coord & finger dexterity

Occupational : Little or no potential for occupational risk

Physical Effort : Sedentary / light effort. May exert up to 10 lbs. force

Physical Environment : Generally pleasant working conditions

Company : Norwalk Hospital Association

Org Unit : 1880

Department : Rehab Services Admin

Exempt : No

Salary Range : $18.13 - $34.50 Hourly