Primary Duties and Responsibilities:
The Rehab Administrative provides comprehensive administrative and patient registration support for the Rehabilitation Services Department. This role facilitates effective front office operations, delivers professional and patient-centered service to patients and visitors, and supports smooth collaboration between clinical and administrative teams.
Key responsibilities include patient greeting and registration, scheduling, call management, records maintenance, billing and authorization support, revenue collection support, audit readiness, confidentiality, and daily front office workflow coordination.
Primary Focus:
- Patient registration, scheduling, front-desk coordination, and patient communication.
Revenue Cycle Role:
- Insurance verification, authorizations, payment collection support, and charge capture follow-up.
Service Standard:
- Responsive, accurate, confidential, and compassionate patient-facing service.
Essential Functions:
- Greet and assist patients, visitors, physicians, staff, and other stakeholders in a professional, courteous, and patient-centered manner.
- Provide clear directions, service information, registration guidance, and front office support to promote a positive patient experience.
- Register patients accurately by verifying identity, demographics, contact information, referral details, insurance information, visit type, and required documentation.
- Schedule, confirm, reschedule, and coordinate rehabilitation appointments based on therapist availability, service type, referral requirements, authorization status, and department workflow priorities.
- Manage incoming calls, voicemail, messages, and front office inquiries promptly; route calls appropriately and document accurate messages for follow-up.
- Open and close the office as assigned, following departmental security, privacy, safety, and readiness procedures.
- Support administrative operations including calendar coordination, meeting scheduling, correspondence preparation, report support, filing, scanning, mail routing, and meeting minute preparation as assigned.
- Maintain accurate patient records, demographic updates, open-case trackers, referral logs, authorization logs, productivity supports, and other front office tracking systems.
- Assist with insurance verification, authorization requests and tracking, visit limits, expiration dates, billing support, payment collection, copayment collection, and revenue cycle follow-up in accordance with DHHS procedures.
- Support timely charge capture and schedule reconciliation by identifying missing visits, incomplete information, unresolved billing items, or documentation gaps and escalating as appropriate.
- Prepare and maintain documentation needed for audits, licensing reviews, quality initiatives, case file reviews, and compliance activities.
- Maintain office supplies and equipment readiness; submit supply or maintenance requests through approved channels.
- Participate in team huddles, staff meetings, training sessions, in-service programs, quality improvement work, and workflow redesign activities.
- Communicate respectfully and effectively with therapists, managers, physicians, payors, billing teams, hospital departments, patients, families, and external partners.
- Identify workflow issues, recommend practical improvements, and assist with reasonable solutions to patient, staff, and operational concerns.
- Maintain confidentiality and ethical standards at all times, protecting patient and departmental information in accordance with DHHS policies.
- Represent Rehabilitation Services and Doctors Hospital Health System professionally and uphold the organization’s mission, vision, and values.
Patient Experience and Communication Expectations:
- Demonstrate courteous, calm, and professional communication in person, by phone, and through electronic channels.
- Use service recovery skills to help resolve patient concerns, clarify next steps, and escalate concerns that require leadership support.
- Explain registration, appointment, authorization, payment, and documentation requirements in a clear and respectful manner.
- Represent Rehabilitation Services and DHHS positively with patients, families, physicians, payors, vendors, and internal teams.
Revenue Cycle and Compliance Responsibilities:
- Ensure registration data, insurance information, authorizations, referrals, and required forms are accurate before or at the time of service whenever possible.
- Identify risks that may delay billing or reimbursement, including missing authorizations, expired prescriptions, incomplete visit documentation, incorrect payor details, or unresolved charge issues.
- Follow established financial, cash-handling, privacy, records management, and patient confidentiality procedures.
- Support audit readiness by maintaining accurate logs, filing systems, and documentation requested for internal reviews, licensing, billing, or compliance activities.
Non-Essential Functions:
- Perform other reasonable duties as assigned to support Rehabilitation Services operations and patient care coordination.
Professional Requirements:
- Report to work on time and as scheduled; communicate absences, lateness, or coverage issues according to DHHS procedures.
- Wear an identification badge and maintain professional attire while on duty.
- Comply with organizational policies, ethical business practices, confidentiality requirements, and departmental standards.
- Communicate and model the mission, vision, and values of Doctors Hospital Health System.
- Participate in performance improvement, continuous quality improvement, staff education, and team development activities.
Required Qualifications:
Minimum Education:
- High school diploma or equivalent.
Preferred Education:
- Certificate or associate degree in medical administration, healthcare management, clinical administration, medical assisting, business administration, or related field preferred or required based on HR classification.
Experience:
- Minimum two years of front-line customer service, patient registration, medical office, clinic administration, or relationship management experience preferred.
- Technical Skills Intermediate proficiency in Microsoft Office; ability to use scheduling, electronic medical record, registration, billing, and hospital information systems. Meditech or similar healthcare system experience preferred.
Knowledge:
- Healthcare terminology, appointment scheduling, insurance verification, authorization processes, records management, confidentiality, and patient-service standards preferred.
Knowledge, Skills, and Abilities:
- Strong customer service, phone etiquette, interpersonal communication, and relationship management skills.
- High attention to detail with the ability to maintain accurate registration, scheduling, authorization, and payment information.
- Ability to prioritize competing front-office demands, multitask in a busy clinic environment, and follow through on open items.
- Sound judgment, confidentiality, tact, cultural sensitivity, and professionalism when handling patient information and concerns.
- Basic reporting, tracking, reconciliation, and problem-solving skills.
- Ability to work independently and collaboratively with therapists, managers, physicians, payors, and hospital departments.
- Commitment to continuous improvement, patient-centered service, and reliable daily operations.
