Patient Care Specialist

Summary/Objective:

Patient Care Specialist 1 (PCS1) will interact with the company's patients by addressing inquiries and learning to resolve complaints. Main duties include on-the-job training during the 90-day probationary period, studying for the required Certified Orthotic Fitter (CoF) test/certification, and having the Orientation & Annual Competencies Checklist signed off and completed by the Office Manager and/or Training Officer. Possesses strong customer service and problem-solving skills with the ability to work both independently and as part of a team. This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities that are listed below are not limited and may be subject to change at any time with or without notice.

Duties/Responsibilities:

Essential:

• Adhere to all safety regulations; compliance with Medicare/HIPAA and other governmental regulations; compliance with bloodborne and Occupational Safety and Health Administration (OSHA) requirements.
• Adhere to all company procedures and policies.
• Interacts with patients via telephone, email, online chat, or in-person to provide support and information on products or services and appointment scheduling.
• Learn to accurately document and track patient notes in the company's EMR (Electronic Medical Record) and on patient paperwork.
• Learn how to properly prep paperwork for patients that are scheduled.
• Maintains patient accounts and records of patient interactions with details of inquiries, complaints, and/or comments.
• Learn to pull patient Tricare eligibility and look for appropriate information.
• Introduction to current Tricare, Medicare, Medicaid, insurance regulations, products and services offered by our organization, and all applicable governmental guidelines and regulations.
• Become familiarized with basic fitter and health care terms.
• Completion of Orientation & Annual Competencies Checklist.
• Enrollment and completion of certification in CoF within 9 months.

Non-Essential

• Become familiarized with products that are carried in the Tactical Rehab catalog.
• Fields patient questions and complaints; when the issue is beyond the representative’s knowledge, forwards to appropriate staff.
• Cleans office daily and keeps an organized workspace/environment.
• Learn about OHI (other health insurance), the effects it has on the patient / billing and the steps to take to verify the OHI.
• Learn proficiency in casting for custom orthotics.
• Become proficient in fitting/measuring orthotic devices (i.e. Sole Supports, braces)
• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
• Other duties as assigned.

Required Skills/Abilities:

• Excellent communication skills including active listening.
• Service oriented and able to report patient grievances.
• Competent in OfficeSuite and other analogous office programs.
• Integrity at all times, remaining honest, transparent, and respectful.
• Never do anything to cause harm to a patient.
• Required to be comfortable with interacting with patients' feet, and willing to be in a patient's personal space for required measurements.
• Possess working knowledge of office equipment such as fax machine, copier, printer, and PC, as well as the ability to perform basic preventive maintenance duties.
• Attention to detail to ensure accuracy of electronic and print data entry; for the update of EMR.
• Keep patient first.
• Teamwork

Education and Experience:

• High school diploma or equivalent.

Preferred Education and Experience

• Associate degree.
• 6 months of experience in providing patient services in a health care setting, medical office, sports rehab, fitness, or retail environment.
• Basic knowledge of US Military, prior service or family / spouse of active duty or veteran.

Physical Requirements:

The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift 15 pounds at times.
• Understanding of, and ability to physically manipulate patients limbs for casting and measuring.
• Ability to walk, bend, stand, kneel and reach constantly during a workday shift.
• Visual acuity (near and distant) is sufficient to maintain accurate records, recognize people, and understand written direction.
• Ability to speak and hear sufficiently to understand and give directions.
• Fine motor skills adequate for scheduling and preparing patients, equipment, and supplies for treatment.

Work Environment:

• Operates in a professional office environment and routinely uses standard office equipment.

Position Type/Expected Work Hours:

• This is a full-time position. Days and hours of work are Monday through Friday. Hours vary by location. Some work may be required on weekends or evenings.

Supervisory Responsibilities:

• None required for this position.

Travel:

• Primarily local during the business day but may vary by location.
• Out-of-town and overnight travel may be required at times.