Rehabilitation Processing Customer Service Representative

JOB DESCRIPTION
REHABILITATION PROCESSING CSR

JOB SUMMARY

Assists Assistive Technology Practitioners and Technicians by processing and monitoring rehabilitation orders.

ESSENTIAL FUNCTIONS

• Talks with customers by phone or in person and collects billing and medical necessity documentation.
• Fills out order forms, prior authorization forms, determines charges and coverage for service requested, collects co-pays, and inserts data into the information system.
• Keeps knowledge base current on insurance coverages.
• Prints reports and monitors and updates status of rehabilitation orders.
• Provides administrative assistance and support for Assistive Technology Practitioners and Technicians.
• Develops and maintains working knowledge of current rehab technology and basic medical equipment.
• Provides appropriate supporting documentation to the Billing Department to support rehab orders.
• Files and/or creates patient’s records.
• Communicates with and treats company’s customers of various ages.
• Participates in Improvement of Operational Performance (IOP) activities.
• Participates in traditional and e-learning programs.
• Ensures compliance with Company policies and procedures.
• Works effectively with other company employees, managers, and departments.
• Performs all job functions with Company Mission, Vision, and Goal Statements in mind.

JOB REQUIREMENTS AND QUALIFICATIONS

Education, Certificate, and Licensure

High school diploma or general education degree (GED); one to three months’ related experience and/or training; or equivalent combination of education and experience.

Requirements

Must demonstrate proficient ability and practical knowledge of computers, software, and products applicable to the industry. Additionally, the applicant is expected to demonstrate the ability to quickly acquire knowledge of departmental program structure (Mission, Vision, and Goal Statements) and department policies and procedures. Must be able to work a flexible schedule, as needed, and can demonstrate effective time management skills while working independently with minimal supervision.

Supervisory Requirements

This job has no supervisory requirements or authority.

Math Ability

Must demonstrate proficient ability to apply mathematical concepts such as basic algebra and geometry to such tasks as calculating figures and amounts, discounts, interest, commissions, proportions, percentages, area, circumference, and volume to practical situations.

JOB REQUIREMENTS AND QUALIFICATIONS (CONTINUED)

Language and Communication Ability

Must demonstrate proficient ability to foster professional working relationships utilizing strong interpersonal and communication skills organization-wide. Applicant must demonstrate the ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, and/or governmental regulations and effectively present and debate any assortment of information relevant to their area of expertise and designated responsibilities and duties with members of the Company and on behalf of the Company when appropriate. Additionally, the applicant must demonstrate the ability to write reports, business correspondence, and procedure manuals.

Physical Demands

Must demonstrate the ability to work in a standard office setting and use standard office equipment, which may include but is not limited to computers, fax and copy machines, and other office supplies. Requires stamina to maintain attention to detail despite interruptions; strength to lift and carry files weighing up to 10 pounds; vision to read printed materials and a computer screen; hearing and speech to communicate in person and over the phone; manual dexterity to perform job functions and stamina to frequently sit for extended periods of time. Additionally, the employee is occasionally required to walk and lift and/or move up to 50 pounds.

Reasoning Ability

Must demonstrate proficient ability to understand, apply, and interpret an extensive array of information, variables, and instruction where only limited standardization exists to define problems, collect data, establish facts, and draw valid conclusions.

Technology Skills

Must demonstrate proficient ability and practical knowledge of personal computer use, word processing software, spreadsheet software, billing software, and system software. Additionally, the applicant must demonstrate the ability to learn quickly and proficiently to use company specific software programs and any other handheld or technology tools as required for completing job tasks.

OTHER INFORMATION

Must demonstrate proficiency and productivity in a fast-paced environment with unscheduled interruptions while maintaining acceptable judgment, responsibility, and assumption for decisions, consequences, and results. Applicant must demonstrate good organization, time management, and communication skills. Occasionally an adjusted work schedule is required to accommodate company needs.

This job description has been assessed and found to have no potential risk of occupational exposure to hazardous chemicals, blood, or other potentially infectious materials. However, during some duties it may be necessary to wear personal protective equipment (PPE). Before performing any activity that requires the use of PPE, proper training and certification is required.

NOTICE

The statements contained herein reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required, and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements.