Customer Service Representative II

Job Title

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 guidelines.

Responsibilities:

• 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.
• Records, responds to and delivers messages to the appropriate personnel in a timely manner.
• Demonstrates the ability to identify when a situation requires immediate attention/escalation to the proper authority.
• Demonstrates the ability to follow-up on ongoing or time/date sensitive materials/issues.
• Create new medical record or pre-register a patient using the pathways set up in accordance with department guidelines.
• Obtain correct and accurate information from new patients for registration and scheduling purposes.
• Check in patients in a timely & accurate manner in accordance with department guidelines.
• Create an Occasion of service according to the scheduled appointment needs.
• Accurately schedule patients for appointments in accordance with client protocol and Occupational Health department guidelines.
• 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.
• Demonstrates the ability to schedule, executive/specialty appointments requiring fitness assessments, hearing physical demands assessments and diagnostic testing at other departments or facilities such as: cardiac stress tests and mammograms.
• Demonstrates the ability to schedule multiple appointments for client companies that have annual testing requirements according to company protocol.
• Demonstrates the ability to prepare paperwork in patient/client according to client protocol.
• 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.
• 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.
• Maintains and updates various spreadsheets and annual databases including but not limited to Norwalk Hospital TST compliance and mask fits.
• Performs routine office functions: sorting and distributing mail, test results, consult reports, and communications from the fax.
• Demonstrates ability to verify all outgoing patient medical records for completeness per protocol.
• Maintains patient/client medical records in accordance with hospital/OHS guidelines.
• Generating reports for patients/clinicians/clients as needed.
• Provides general support to office environment as directed and for coverage needs.
• Obtains claim numbers for workers comp clients and enters into OHM and Eclypsis computer program.
• Performs payment transaction functions when payment is received via cash, check, or credit card machine.

Required: High School graduate. 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 under pressure.

Salary Range: $17.60 - $25.00

We are an equal opportunity employer Qualified applicants are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, marital status or any other classification protected under applicable Federal, State or Local law. We will endeavor to make a reasonable accommodation to the known physical or mental limitations of a qualified applicant with a disability unless the accommodation would impose an undue hardship on the operation or our business. If you believe you require such assistance to complete this form or to participate in an interview, please contact Human Resources.