Scheduler - Rehab (Outpatient)

Manchester Memorial Hospital•Manchester, CT

12d

About The Position

The Patient Service Representative provides professional customer service to support operational efficiency and a positive patient experience at a rehabilitation outpatient office. The role is responsible for patient scheduling, pre-registration, registration, insurance verification and authorization, and ensuring patients are cleared for office visits. The position performs secretarial, billing, and clerical duties, including using the electronic medical record to schedule follow-up and specialty appointments and process patient charges. It coordinates referrals, prepares paperwork, collects patient information, answers phones, and provides administrative support to office staff. The role requires an understanding of rehabilitation procedures and the patient history requirements for those procedures.

Requirements

High school diploma or equivalent.
1–2 years of experience in a medical or healthcare office.
Knowledge of healthcare terminology, insurance authorization, and benefits.
Proficiency in healthcare terminology and billing practices.
Experience obtaining authorizations and benefits.

Nice To Haves

Associate's or bachelor's degree in a clinical or business field.
Bilingual ability is highly preferred.

Responsibilities

Greets and registers arriving patients, completes registration forms, and verifies insurance.
Answers incoming calls, evaluates their priority, and directs them based on urgency and subject matter.
Provides new patients with pre-visit information in accordance with department policies and enters or updates patient demographics.
Collects co-payments and office charges as needed and explains office payment and billing policies to patients.
Schedules new patient appointments and informs patients of preparation requirements, such as referrals and medical reports.
Schedules follow-up appointments and completes necessary requisition forms and pre-certification exams.
Defines and resolves patient or clinician issues and problems, escalating concerns to the team lead or manager as necessary.
Reconciles billing and co-payments and refers payment or insurance problems to the Billing Department.
Maintains office or clinical supply inventory and keeps the reception area orderly.
Provides backup support to other front desk staff and performs other duties that support efficient site operations.
Collaborates with colleagues throughout the system to improve processes, workflow, outcomes, and patient experience.