OP Therapy Access Rep at Parkview Health – Fort Wayne, Indiana

OP Therapy Access Rep

Summary

Primarily responsible for providing excellent customer service, patient registration, obtaining and verifying insurance benefits information and pre-certification, scheduling the patient, and other general office tasks in a fast-paced, multiple provider offices. Responsible for answering multiple phone lines to schedule and coordinate therapy visits and ancillary testing as ordered by physicians, advance practice providers, and clinical staff for multiple departments and providers. Conducts professional patient interviews obtaining demographic and financial information. Completes the processes of registration and scheduling in an efficient, accurate, and timely manner following the defined scheduling protocols. Requests and identifies all necessary orders so that they are available to the therapy staff for the stated diagnosis. Also, assures that the patient is scheduled appropriately for that diagnosis. Communicates with physician offices, patients, and ancillary departments regarding scheduling procedures, appointments, and coordination of tests. Responsible for insurance verification of therapy benefits and following the pre-certification guidelines to obtain and complete authorization. Is responsible for the delivery of quality performance and service excellence, and adheres to the Parkview Health Standards of Behavior.

Education

Must be a high school graduate or the equivalent with GED. Medical terminology preferred.

Licensure/Certification

Addendums are required for 0153 Nurse Leader, 0249 Registry RN, 0252 Registered Nurse, 0235 Advanced Registered Nurse, and 0236 Expert Registered Nurse. To view addendums, go to the job description page on Parkview’s intranet.

Experience

Prefer two years of medical office, call center, customer service, or clerical setting experience.

Other Qualifications

Must be able to demonstrate general computer skills with basic knowledge and use of the internet. Demonstrate excellent verbal and written communication skills. Must have good computer keyboarding skills, ability to operate multi-line phone and standard office machines, including experience using Microsoft Office applications. Must demonstrate professional telephone etiquette, exceptional organizational and problem-solving skills. Ability to deal with multiple tasks at the same time while maintaining attention to detail. Must be creative and forward-thinking when faced with challenges. Professional appearance and adherence to the clinic/facility dress code is expected. Must be willing to work at other locations as assigned.

Key Outcomes Key Outcomes Percentage

Growth

Responsible for maintaining a working knowledge of all information and systems specific to the OP Therapy Department. Must be open to suggestions for improvement. Adapts to and promotes change and stays current with departmental requirements.

25%

Resources

Handles a heavy workload, multiple requests, and interruptions in a positive manner establishing priorities for effective work completion. Adapts quickly to changing conditions, assimilating new processes into job functions and taking ownership. Exercises regular and punctual attendance.

25%

Safety and Quality

Identifies correct patients by following established patient identification search protocols. Also, identifies correct insurance plan and insurance authorization requirements dependent on scheduled therapy. Ensures authorization is obtained for the correct scheduled therapy, facility, and date of service. Documents all information accurately. Works to reduce variances in processes and supports standardization. Works in a safe manner and follows all system, hospital, and department safety requirements. Reports all incidents (patient and self), near misses, and adverse events, reports and identifies any quality or safety issues to ensure that feedback and input needed for process improvement are communicated to management.

25%

Service Excellence

Responsible for the delivery of Parkview Health Standards of Behavior, quality performance, and service excellence. Treats patients, family members, guests, healthcare team members, and other associates with care, courtesy, and respect. Consistently anticipates the needs of customers and puts those needs first. Demonstrates a passion for delivering high-quality service to customers in a timely and appropriate manner. Can effectively cope and handle stress. Can function as a team and strives to promote teamwork.

25%

Other

Other outcomes/duties as assigned.