Job Description Summary

Acts as the initial point of contact via the telephone for all patients requesting information about rehab services, providing exceptional customer service and demonstrating call control while maintaining a high level of professionalism with each interaction. Answers phones, schedules appointments, registers and orients new patients, and conducts administrative activities to ensure a streamlined, accessible and convenient patient care environment.

Job Description

ESSENTIAL FUNCTIONS

1. Manages internal/external calls for Department:

Independently follows through with the caller's request for information or services

Provides message management for patients, family and staff including relaying information, confirmation of services, and timely follow up

Displays an understanding/sensitivity of each caller's unique situation

Acts as a front line liaison for the practice

Performs clerical duties to assist with daily operations of the of the practice including:

- Accurate and complete registration
- Scheduling appointments
- Manage clinician's schedules to pull new evaluations forward in the schedule or to manipulate times/convert appointment types in order to create additional appointments as needed or to clear schedules when requested from management team
- Data collection
- Daily departmental checklists

2. Departmental Workflow and Operations

Staff work together to facilitate smooth department workflow.

- Completes hand off communication with time away from the front office
- Efficiently manages work schedule to accomplish assignments and activities before deadline
- Works independently with infrequent need for supervision
- Informs supervisor when not able to meet deadline
- Participates in the development of standard work for office functions
- Able to perform multiple work tasks efficiently and effectively
- Able to maintain a high level of concentration at all times
- Able to be able to identify within themselves when they may need time away from the desk and to find the appropriate coverage
- Patient check in
- Scheduling
- Copayment collection and reconciliation
- Photocopying and filing
- Faxing and scanning

3. Communication

- Greets and acknowledges all patients, family, visitors, and coworkers, both in the office and on the phone, with professionalism and directs to appropriate services
- Communicates effectively with staff, peers, colleagues, patients, and family members
- Answers all questions in a polite, professional manner or finds someone who can answer the question
- Able to handle difficult patient or situations in a calm, professional manner
- Alerts manager/clinician to any immediate departmental/patient issues
- Appropriately uses all forms of Nova Medical Group PC communication in accordance with standard practices
- Responds in a timely manner when feedback is requested

4. Education Activities

Serves as mentor to new staff.

- Actively participates in department projects/events/activities.
- Assists with continuous Quality Improvement activities, as directed.
- Takes responsibility for continuing education.
- Sets annual goals and aims to achieve.

5. Technology and Learning

- Possesses a willingness and ability to learn and utilize new technology and procedures that continue to develop in their role and throughout the organization
- Embraces technological advances that allow us to communicate information effectively and efficiently based on role
- Accurately uses software applications as needed for job performance

6. Professional Behaviors

- Manage a professional and appropriate manner of conversation
- Maintain composure during stressful situations
- Effective interpersonal and communication skills
- Complete assigned activities according to policies, practice guidelines and assigned deadlines
- Utilizes critical thinking and problem solving in day to day operations as well as in emergent situations
- Communicate appropriately and effectively following chain of command
- Demonstrate dependability and flexibility in meeting scheduling needs of the department.
- Ability to work as part of the Nova Medical Group team

7. Non-Essential Functions

- Demonstrates willingness to identify and/or assume activities relative to the developmental needs of the department and hospital performs other duties as assigned

JOB REQUIREMENTS

Minimum Education-Required

- High School Diploma/GED

Minimum Work Experience

- One to two (12) years healthcare office experience required; knowledge of medical terminology preferred

Required Classes/Skills

- BLS - Basic Life Support

Required additional Knowledge, and Abilities

- Strong customer service skills both in person and by telephone required. Prior eCW experience for scheduling and registration preferred. Previous interactions with patients and families preferred.