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Patient Care Specialist
2 months ago
Classification: Non-exempt
Reports to: Office Manager
JOB DESCRIPTION
Summary/Objective:
The Patient Care Specialist 1 will perform all of the standard patient care services including providing fitting and delivery services to patients, administrative responsibilities for processing patient intake, fitting, and delivery documentation, and providing support to the business development manager in preparation for in-services, patient delivery days, and documentation follow up. The Remote Patient Care Specialist will be required to travel for up to 75% of their patient care workload to various locations as needed.
Duties/Responsibilities:
Essential:
- Adhere to all safety regulations; compliance with Medicare/HIPAA and other governmental regulations; compliance with bloodborne pathogens and Occupational Safety and Health Administration (OSHA) requirements.
- Adhere to all company procedures and policies.
- Interact with patients via telephone, email, or in-person to provide support and information on products or services and appointment scheduling.
- Accurately document and track patient notes in the company's EMR (Electronic Medical Record) and on patient paperwork, with a minimum of 95% accuracy.
- Prepare paperwork in advance of appointments for patients that are scheduled.
- Maintain patient accounts and records of patient interactions with specific details of inquiries, complaints, and/or comments.
- Validate patient insurance eligibility and ascertain appropriate information.
- Proficiency in completing all patient intake, fitter, and delivery forms.
- Accurately and consistently fit/cast/scan and measure orthotic devices (i.e. Sole Supports, braces)
- Maintain a current working knowledge of Tricare and Medicare regulations, products and services offered by Tactical Rehabilitation Inc., and all applicable governmental guidelines and regulations.
- Communicate effectively using common industry and internal company language and terminology.
- Maintain all training and competencies in current status, including initial Onboarding and Annual Competencies Checklist.
- Enroll and complete certification in CoF within 9 months. (Initial New Hire Certification Training Completion and Exam Registration Window is 6 Months)
Non-Essential:
- Have a working knowledge of products that are carried in the Tactical Rehab catalog.
- Fields patient questions and complaints; when the issue is beyond the representative’s knowledge, forward to appropriate staff.
- Ability to set up a professional mobile patient care station at remote locations such as Regus offices and conference rooms.
- Basic knowledge regarding OHI (other health insurance), the effects it has on the patient / billing and the steps to take to verify the OHI.
- Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of PCS the employee for this job. Duties, responsibilities, and activities may fluctuate based on the needs of the company without advanced notice.
- Other duties as assigned.
Required Skills/Abilities:
- Travel up to 50% of the time to assigned remote locations.
- Excellent communication skills including active listening.
- Service oriented and able to report patient grievances.
- Competent in Office Suite and other analogous office programs.
- Integrity always, remaining honest, transparent, and respectful.
- Never do anything to cause harm to a patient.
- Comfortable interacting with patients' limbs (especially feet), and willing to be in a patient's personal space for required measurements.
- Possess working knowledge of office equipment such as fax machine, copier, printer, and PC, as well as the ability to perform basic preventive maintenance duties.
- Proficient in use of technology, including web browsers, Electronic Medical Record systems, Microsoft Office programs, Google suites, etc.
- Attention to detail to ensure accuracy of electronic and print data entry in updating EMR.
- Keep patient first.
- Disciplined and self-motivated work ethic and teamwork when working with others.
Education and Experience:
- High school diploma or equivalent.
Preferred Education and Experience:
- Associate degree.
- 6 months experience in providing patient services in a health care setting, medical office, sports rehab, fitness, or retail environment.
- Basic knowledge of US Military, prior service or family / spouse of active duty or veteran.
Physical Requirements:
The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- Prolonged periods sitting at a desk and working on a computer.
- Must be able to lift 15 pounds at times.
- Understanding of, and ability to physically manipulate patients’ limbs for casting and measuring.
- Ability to walk, bend, stand, kneel and reach constantly during a workday shift.
- Visual acuity (near and distant) is sufficient to maintain accurate records, recognize people, and understand written direction.
- Ability to speak and hear sufficiently to understand and give directions.
- Fine motor skills adequate for scheduling and preparing patients, equipment, and supplies for treatment.
Work Environment:
- Operates in a professional office environment and routinely uses standard office equipment.
Position Type/Expected Work Hours:
This is a full-time position. Days and hours of work are Monday through Friday. Hours vary by location. Some work may be required on weekends or evenings.
Supervisory Responsibilities:
- None required for this position.
Travel:
Primarily local during the business day but may vary by location.
- Out-of-town and overnight travel may be required.
