JOB SUMMARY:

Responsible for the intake of information from referral source and the scheduling of patients, including creation of initial file, obtaining authorization, gathering appropriate information necessary to complete registration, and providing an appointment at an appropriate clinic for skilled therapy or functional testing. Will gather needed referral, record authorization, and procure job description to forward to clinician with whom the patient has been scheduled. Is familiar with products offered by Upstream Rehabilitation in various locations. Ability to use a variety of computer-based platforms including EMR, Microsoft Office Suite, tracking systems, and web-based portals. Obtains and records preference of type and frequency of communication with Case Manager/Network/Attorney or proper entity. Monitors weekly reporting structure including Scheduling Lag report, Missed Visit Report, Duration of Care Report, and Future Authorization Report for trends in facilities/regions and reports progress and issues to the Director of Workers Compensation and Regional Director(s) in appropriate circumstances. This position will also be for developing and maintaining internal relationships with the clinics and future partners as well as building and maintaining external relationships with our referral sources/networks and other entities. Reports to the Director of Workers' Compensation. This position is responsible for supporting the mission, vision and values of Upstream Rehabilitation.

QUALIFICATIONS:

• Postsecondary education with emphasis in health care, business, or customer service
• 2+ years experience in customer service or similar position, preferred workers' compensation experience
• Excellent customer service and communication skills, basic computer skills, basic word and excel knowledge, teamwork, and the ability to work independently.
• Strong preference for health care or workers compensation service delivery preferred.

JOB FUNCTIONS:

• Reception
• Answers all incoming calls.
• Receives and distributes mail, faxes and phone messages appropriately.
• Delivers an extraordinary customer experience to workers compensation customers.
• Scheduling
• Schedules new referrals received by fax or by telephone from referral sources according to
• Upstream Rehabilitation protocol.
• Creates new patient cases as instructed.
• Gathers and accurately enters required patient demographics during initial phone call.
• Advises new patients/clients of the clinic location, explains the first visit including appropriate clothing, length of visit and therapist's name (including positive preview of therapist treating patient/client).
• Answers questions that the referral source or patient/client have for attending visit or scheduling matters appropriately.
• Obtains job description from referral source or DOT website for transmission to clinician as necessary.
• Schedules new evaluations in accordance with physician and referral source orders within Upstream Rehabilitation protocol.
• Insurance
• Records written or verbal authorization for workers' compensation benefits accurately and provides documentation into EMR system.
• Documentation
• Maintains an orderly and organized workspace.
• Ensures all documentation is completed accurately and on time within Upstream Rehabilitation protocol.
• Monitors reports related to central scheduling functions and reporting specialist functions and works with clinic and workers' compensation teams to improve results.
• Weekly monitors Scheduling Lag report for trends in facilities/regions and reports progress and issues to the Director of Workers' Compensation.
• Assists in development of procedures and protocols to help the field in data entry of successive appointments.
• Works closely with the Developers of Field Front Operations and Accounts Receivable - Billing to ensure accurate data entry.
• Teamwork
• Responsible for meetings with WC Team 2x/month or as decided by DWC.
• May be responsible for special events/correspondence/conferences for building appropriate relationships for Upstream Rehabilitation.

UPSTREAM REHABILITATION IS AN EQUAL OPPORTUNITY EMPLOYER. 

Required Skills Required Experience