Rehabilitation Services Office Specialist

Responsible for managing incoming referrals, reaching out to new patients, and accurately scheduling then registering patients by gathering and entering patient demographic and insurance information into the electronic health record (EHR). The Office Specialist will promptly answer and direct incoming phone calls in addition to greeting arriving patients presenting for service. The Office Specialist is responsible for processing and collecting payments when indicated. The Office Specialist provides outstanding customer service; treating all patients and their families with compassion and sensitivity.

Essential Duties and Responsibilities: The following list is not all inclusive as the position will assist with special projects or other duties as assigned by supervisor.

• Support the organization's mission and goals and quality standards. Incorporate KANA's core values of Courtesy, Caring, Respect, Sharing, and Pride in all activities and decisions.
• Uphold KANA's Code of Ethics by conducting professional activities with honesty, integrity, respect, fairness, and good faith in a manner that reflects positively upon the organization.
• Greet all patients in a courteous and helpful manner whether by phone or upon check-in to clinic. Promptly and courteously answer multi-line phones by the third ring, directing calls to appropriate staff member or department as needed. Respond to eligibility and third-party payer questions in a helpful and professional manner.
• Accurately schedule all therapy department appointments ensuring scheduling guidelines are followed. Work collaboratively with clinical staff and other health care teams to facilitate patient care appointments. Effectively manage provider schedules daily, assess flow of patients, and reschedule patients as needed and/or requested. Place reminder phone calls to patients with upcoming appointments.
• For every encounter, screen the patient for changes in demographic information, eligibility for treatment as a beneficiary, and eligibility for third party payment of services; ensuring all data is complete and accurate in electronic health record.
• Review registration for missing data and ensure all required fields are accurately entered before or when patient arrives.
• Ensure EHR system accurately reflects current and correct insurance information. This may include obtaining appropriate signatures, assisting with the collection of CIB and insurance documentation, as well as scanning the collected information into the patient's electronic health record.
• During initial scheduling/registration process, complete patient insurance eligibility and benefits verification prior to scheduled visits. Facilitate prior authorization process before scheduled visits and accommodate requests during visits as the need arises. Manage and organize authorizations ensuring coverage for all visits.
• Communicate with the Insurance and Billing Specialists regarding any changes or recent additions to the schedule for the current day.
• When patient calls for an appointment or arrives for service, compare registration data or paperwork with sliding fee scale to determine eligibility. Follow up with patients regarding required documentation for sliding fee eligibility or need for CIB. Notify patients of responsibility for any payment related to billable services, including co-payments, sliding fee payment, and payment plans before the patient arrives or upon arrival. Review the notes for relevant information when checking the patient in for service.
• Collect payments from patients in accordance with clinic guidelines to ensure all billable services are prepaid, including co-pays and sliding fee payments. This may be done over the phone in advance of the patient arrival. Document all pre-arrival activities in registration including items that may need to be completed upon the patient's arrival.
• Handle cash, checks and credit cards making change as needed; reconcile cash box/drawer at the beginning and end of the day following established procedures and guidelines. Refer patients to the Alternate Resources Specialist or Insurance and Billing Specialist as needed or when directed.
• Manage incoming referrals for the Rehabilitation Services department, which includes using an electronic medical record and scheduling/referral management software, following complex workflows with multi-step instructions, and maintaining Excel files. Regularly communicate with therapists, medical care teams and patient navigators, and schedulers to improve patient access and ensure correct scheduling.
• Track data as required by the Director of Rehabilitation Services and the Rehabilitation Services Office Manager to improve clinic flow and patient care. Assist with improvement of current front desk practices and with development of new practices as needed. Proactively prevent gaps in care with patient tracking and communication with therapists.
• Coordinate travel for therapy patients with travel specialist, ensuring correct documentation and paperwork is completed by the therapist.
• Coordinate with village clinic staff to arrange PT in the village clinic days, telehealth, and ensure that patients residing in the village are aware of appointment times and travel needs are met.
• Communicate effectively and appropriately with patients, colleagues, and other KANA staff. Practice meaningful customer service skills addressing patient and staff needs courteously, promptly, and with compassion.
• Maintain up to date knowledge of and be prepared to explain KANA's privacy practices, purchased and referred care processes, alternate resources requirements, sliding fee discount program, and other health and community services offered.
• Strictly adhere to the provisions of the Privacy Act, HIPAA, and KANA policies.
• Monitor the waiting area, watching for patients who have arrived but may have forgotten to check-in or who have checked-in but have been waiting for a longer than anticipated time. Clean and organize waiting area throughout the day.
• Maintain front office inventory and equipment by checking supplies, anticipating needed supplies, and placing orders for supplies as needed or directed.
• Clean and organize therapy equipment and do laundry as needed.
• Set up patients on exercise equipment as instructed by clinicians; training provided.
• May be cross-trained on Wellness Center duties in order to provide desk coverage for meetings and other events.

Supervisory Responsibilities: This job has no supervisory responsibilities.