Service Representative II-Rehab Services Sch

POSITION SUMMARY:

Position is responsible for the patient appointment management of clinic and rehab services (physical therapy, occupational therapy, speech language and feeding services, and audiology). This position is responsible for accurately scheduling individual and recurrent appointments for the duration of a plan of care and authorization, and ensures clinician schedules are appropriately managed and filled and/or schedules specialty services that require triage and coordination. Works collaboratively with other members of the health care team to ensure patient needs are met in a timely manner resulting in both patient and clinician satisfaction.

Shift: Day Shift, Full Time, 40 Hours Per Week

Location: Sarasota, FL

KEY ACCOUNTABILITIES:

1. Answers and directs telephone calls in a polite and informative manner and provides information by accessing alphabetical, geographical, or other directories in an effort to resolve callers’ needs.
2. Answers and processes all emergency calls efficiently and expeditiously to promote patient safety.
3. Triages recurrent therapies work queues and wait lists for rehab services and assists patients and families upon check out to schedule the recommended amount of appointments for treatment. Assists with check-in procedures and ensures registration work queues are triaged, as needed.
4. Ensures clinician schedule optimization by forecasting and scheduling recurrent therapies appropriately and efficiently. Manages reschedules, cancellations, and last-minute work-ins.
5. Schedules for rehab specialty services and clinics across the JHACH system for the respective divisions.
6. Works cohesively with the rehab financial clearance specialist team to ensure authorization has been obtained prior to appointments, and tracks the plan of care to ensure benefit coverage for duration of recurrent therapies.
7. Obtains emergency authorization for new and established patient appointments, as needed.
8. Triages priority patients quickly and efficiently following the departmental safety guidelines for scheduling evaluations within a designated timeframe from referral.
9. Adheres to department policies and procedures and utilizes approved tools in order to provide consistent call handling processes and triage to schedule the appropriate appointment with the appropriate provider.
10. Demonstrates customer service skills, phone etiquette, and ability to meet productivity standards resulting in patient and family satisfaction.
11. Promotes teamwork within the immediate and extended work area in order to foster positive employee relations.
12. Demonstrates willingness to achieve personal and professional growth resulting in staff development.
13. Performs clerical or administrative tasks as needed to assure the integrity of the program.
14. Consistently meets registration metric expectations which include: HAR verification, Primary Insurance verification, workflow warning reduction and payment success rate.

QUALIFICATIONS:

• A minimum of a High School diploma, GED, Certificate of Completion or equivalent achievement
• Minimum of three years’ experience in a medical office or clinic environment required with knowledge of medical terminology. Preferred experience with rehabilitation services.
• The ability to communicate effectively, both verbally and in writing, and have strong interpersonal and team building skills required.
• Knowledge of computer systems and electronic medical records is required.
• Must have visual and auditory acuity to operate general office equipment.
• Must be able to read, write, speak and understand English

Salary Range: Minimum 17.70/hour - Maximum 28.32/hour. Compensation will be commensurate with equity and experience for roles of similar scope and responsibility.

In cases where the range is displayed as a $0 amount, salary discussions will occur during candidate screening calls, before any subsequent compensation discussion is held between the candidate and any hiring authority.

JHM prioritizes the health and well-being of every employee. Come be healthy at Hopkins!

Diversity and Inclusion are Johns Hopkins Medicine Core Values. We are committed to creating a welcoming and inclusive environment, where we embrace and celebrate our differences, where all employees feel valued, contribute to our mission of serving the community, and engage in equitable healthcare delivery and workforce practices.

Johns Hopkins Health System and its affiliates are drug-free workplace employers.