Rehab Front Desk Representative

MetroWest Medical Center is the largest community health care system between Worcester and Boston. MetroWest Medical Center is committed to providing high quality, comprehensive care, at a location close to home. The 307-bed regional healthcare system includes Framingham Union Hospital, Leonard Morse Hospital in Natick and the MetroWest Wellness Center. MetroWest Medical Center has been named to the 2019 America’s 100 Best Hospitals List by Healthgrades.

GENERAL SUMMARY:
Under general supervision of a Rehabilitation Manager and according to established Hospital policies and procedures the rehab customer service representative performs a variety of duties including, but not limited to, compiling, preparing, and maintaining records, schedule management and charge entry. Possesses excellent customer service skills. Assists rehab staff in maintaining efficient and effective operations of the department. Promotes a courteous, efficient, and professional image to all customers. The Rehab customer service representative is the initial point of contact at the Rehab site and sets the tone for the patient experience in the department.

PRINCIPAL DUTIES AND RESPONSIBILITIES:
1. Communicates effectively and professionally with patients, families, visitors, coworkers, physicians, insurance companies, and other employees in a manner which protects patient confidentiality and demonstrates respect.
2. Accuracy with registration, insurance authorization, billing and co pay collection. Familiar with department insurance authorization standards and procedure and assures authorization compliance. Verifies co pay for each patient and collects as appropriate.
3. Maintain schedule at specific location. Schedules appointments and manages schedule to meet department census and clinical staff availability.
4. Chart and record maintenance. Initiates, maintains, and updates patient charts, inserting appropriate forms, ancillary department reports, consults, etc. Prepares charts for medical records when patient is discharged.
5. Other duties as assigned

Onboarding Process: Please be advised that candidates must successfully complete a background check and pre-employment health screening which includes a drug screen.

KNOWLEDGE, EXPERIENCE AND OTHER JOB REQUIREMENTS:
1. Proactive, self-motivated with excellent interpersonal skills
2. Ability to work independently, or as part of a team, while meeting established attendance expectations, and maintaining focus and productivity standards
3. Must possess strong organizational skills, attention to detail, and problem solving skills with the ability to multitask as well as prioritize daily assignments to ensure a smooth workflow.
4. Establishes and maintains efficient and effective office systems.
5. Prior experience in a healthcare setting and knowledge of medical terminology preferred.
6. Must possess computer skills to input and retrieve clinical information, as well as patient registration and appointment information and charge entry.

WORKING CONDITIONS:
1. Busy office environment often involving task prioritization.
2. Must consistently be available to work scheduled hours. This includes occasional assignment to another rehab site based
on departmental demands.
3. Resolves customer concerns, with supervision as needed. May experience extreme patient volumes and challenging customers.

EDUCATION:
Required: High School Graduate or equivalent

EXPERIENCE:
Required: 1 Year in a physician's office or hospital administrative setting.