Rehabilitation Technician / Patient Access Specialist

The Rehabilitation Technician / Patient Access Specialist 1 is responsible for performing designated routine tasks and special projects related to the smooth provision of outpatient therapeutic services in a clinic with physical therapy, occupational therapy, and speech-language therapy services; supporting therapists in the delivery of patient care under the direct supervision of a licensed therapist; monitoring supply levels; ordering, stocking, and organizing therapeutic materials and vended supplies; maintaining, organizing, stocking, and cleaning treatment rooms and storage areas; cleaning equipment and upkeeping cleaning logs; greeting, welcoming, screening, checking in, and scheduling patients; collecting signatures, ID, and insurance card at check in; collecting payments; notifying therapists of the arrival of patients; preparing evaluation paperwork; balancing a cash drawer daily and weekly; maintaining professional and collaborative relationships and good communication with team members, patients, families, and care partners; promptly identifying areas requiring attention to enhance customer service and/or safety; assisting with the orientation of volunteers and the delegation of duties to trained volunteers; answering the front desk phone; and assisting with other duties pertinent to optimal customer service.

Under the supervision of qualified Outpatient Rehabilitation team members, the Rehabilitation Technician / Patient Access Specialist 1 must work effectively with patients who have a wide range of physical, emotional, and psychological needs and works closely with Managers, Therapists, Front Office Staff, and centralized Patient Access. JOB QUALIFICATIONS Education or Formal Training High school graduate preferred Special Qualifications (Licensure, Registration, etc.) BLS certification preferred Knowledge, Skill and Ability Knowledge of medical terminology preferred Knowledge of insurance procedures in a health care setting preferred Knowledge of customer service principles Skill in operating a computer, fax, and photocopying machine Skill in MS Word, Excel, and Outlook preferred Skill in organization and time management Ability to maintain patient confidentiality Ability to exercise good judgment, tact, and problem solving/critical thinking, maintaining harmonious relations in all interactions Ability to communicate effectively and professionally on the phone and in person Ability to read, write, and effectively communicate in English Ability to follow written and verbal directions Ability to establish and maintain effective working relationships with team members, patients, and other departments such as Biomed, Laundry, centralized Patient Access, Patient Financial Services, Health Information Management, IT and Purchasing Ability to work cooperatively with a diverse population Ability to effectively interact with patients, families, and care partners Ability to maintain composure and flexibility in a busy setting with many interruptions and changing needs Ability to prioritize and multitask throughout the day Ability to maintain equipment Ability to recall routine instructions and procedures Ability to project a calm, caring attitude while dealing with a wide variety of situations and personalities Ability to be sensitive to the needs of patients and team members Ability to appropriately handle payments, insufficient notice payments, and schedule errors that arise with impartial and tactful judgment Ability to take direction from professional staff to assure safe and appropriate patient treatment and to take direction for additional tasks that support efficiency, safety, and a positive patient experience Experience Clinical experience as a rehabilitation technician, physical therapy aide, or rehabilitation department volunteer preferred Reception experience preferred, preferably medical with scheduling experience Variety of customer service experience preferred MATERIALS AND EQUIPMENT DIRECTLY USED Array of rehabilitation equipment including treadmills, stationary bikes, upper body ergometers, exercise balls, assistive devices, wheelchairs, balance boards, lymphedema pumps, electrical stimulators, cervical and lumbar traction devices, ultrasound, laser/infrared, hot and cold packs and other modalities and technology as appropriate Office equipment: telephone, computer, printer/scanner/fax/copy machine, credit card machine, laminator, filing system WORKING ENVIRONMENT/PHYSICAL ACTIVITIES Work is performed in the reception area and throughout the rehabilitation clinic Work involves frequent contact with patients and team members and working in a busy environment with frequent interruptions Position requires 6-9 hours of considerable standing, lifting, walking, turning, reaching, bending, sitting, and position changes; occasional kneeling and squatting; stooping, bending, and stretching for files and supplies Position includes stress of keeping to schedules and expectation to assist team members Must have manual dexterity to write, operate office and therapeutic equipment, operate a keyboard, and to provide hands-on patient care assistance Must be able to assist with patient transfer activities and lifting of patients when indicated and as directed by supervising therapist Must be able to lift items from the floor to above shoulder height, primarily less than 20 pounds Must be able to get up and down from the floor Must be able to consistently support, push, pull and/or lift up to 10 pounds; frequently support, push, pull and/or lift up to 30 pounds (e.g., lifting files, paper, or linens/laundry); and occasionally support, push, pull and/or transfer up to 50 pounds (for example, moving a patient from a wheelchair to a mat) Must have visual acuity to read dials on equipment, receive visual feedback regarding patient status, read reports/documents and to use a computer Must have hearing acuity to receive information from patients and staff in person and via telephone Must have the ability to accurately discern color as necessary to perform job functions The following senses will be needed for essential duties of the job: speech, vision, hearing, smell, and touch Environmental conditions may include exposure to emergency situations and materials with potential hazards, variations in room temperature, noise, odors, and presence of service dogs or therapy dogs on the premises INTERRELATIONSHIPS Works closely with Managers, Therapists, Front Office Patient Access Specialists, and centralized Patient Access to help optimize the patient experience, flow, safety, efficiency, and organization to meet the needs of patients, clinicians, patient support services, health information management and referring providers SUPERVISORY DUTIES Supervises volunteers as needed

AND RESPONSIBILITIES Exhibits and promotes BCH ENCORE principles and philosophy Consistent and on time attendance is an essential function of the position Maintains strict confidentiality Assists with groups and patient care, as trained and directed by supervising therapist, serving primarily patient populations from adolescent to older adult (e.g., balance activities, exercises, lymphedema pump set up, lymphedema bandaging, transcription of speech recordings for patients with dysarthria, word count and sentence duration calculations, and placement of VitalStim electrodes) Orders equipment and supplies as needed, maintaining appropriate inventory; maintains purchasing logs to accurately track items ordered and items received; regularly interacts with Purchasing to assure appropriate items are ordered and to address any purchasing delays Orders linens Patient check-in: In a courteous manner, greets and screens patients, families, and visitors upon arrival; verifies insuran