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Outpatient Service Specialist Supervisor - TherapyPlus - Omaha

Madonna Rehabilitation Hospital Omaha, NE

Job Description

                                                                    JOB DESCRIPTION
Job Title:   Outpatient Service Specialist Supervisor TherapyPlus Omaha       
Job Code: 880345  

Status:   Non-exempt               

Responsible to direct, supervise and administer the overall operation of outpatient scheduling and insurance benefits verification. Maintains professional and administrative responsibility for personnel providing outpatient scheduling and insurance benefits verification. Responsibly for the supervision of the TherapyPlus Omaha scheduling and insurance verification staff to include performance reviews, staff orientation and mentoring for the development of the customer service and scheduling skills of OP service specialists.  Responsible for coordinating therapy schedules of all rehabilitative outpatients receiving therapy at TherapyPlus Omaha.  Responsible for ongoing monitoring, adjustment and completion of the scheduling process.  Job demands capability to deal with details, frequent schedule changes, interruptions, and potential conflicts.  Performs duties of TherapyPlus Outpatient service specialist.  Responsible for quality service delivery and internal/external customer relations for the department and Madonna as a whole, including upholding the mission and values for the department and facility.

  1. Coordinate, analyze and compile short and long term goals for the development of individual staff.
  2. Plan, coordinate and maintain current documentation for education and development of staff.
  3. Assists clinical supervisors and manager to maintain appropriate schedule to meet patient needs while maximizing customer service.
  4. Compile, record and analyze information through schedule audits and customer feedback to assure quality scheduling processes.
  5. Compile, record and analyze information through chart audits to ensure Medicare compliance and departmental policy compliance.
  6. Analyze and modify scheduling processes to ensure internal and external customer satisfaction.
  7. Contribute to the developing, writing and implementation of policies and procedures to promote consistency of operations.
  8. Compile necessary information and communicate to staff in a timely manner.
  9. Perform job duties of Outpatient Service Specialist as outlined in that job description. 
  1. Interviews and hires Outpatient Service Specialist staff and Outpatient Payer Source Specialist.
  2. Plans, coordinates and schedules new staff clinical service orientation and provides advice and guidance for new staff members.
  3. Makes recommendations to the Clinic Manager and Vice President of Community Services for effective and efficient staffing levels.
  4. Participates and assists in facility committees and/or task forces.
  5. Communicates effectively with peers, patients, physicians and staff to ensure quality customer service and optimizing schedules.  Responsible for effective and efficient complaint resolution. 
  6. Communicates regularly and effectively with the clinic manager and other outpatient clinical supervisors in order to achieve identified goals and objectives of the outpatient program. 
  7. Works effectively with community groups and organizations that impact or have an impact on service delivery.
  8. Routinely meet with staff to maintain open communication and ensure quality service delivery.
  9. Coordinates and/or instructs and teaches staff new information through in-services and educational offerings.
  10. Performs job duties of TherapyPlus Outpatient Service Specialist as outlined in that job description.
  11. Takes instruction from supervisor to perform other functions as assigned in order to achieve the goals within the department and/or system.
  12. Must perceive customer relations as a primary focus, and continually strive to satisfy the needs of every customer in all areas of the work force. 
  13. Manages own time and works with team members to meet productivity expectations and service demands.
  1. Independently operate computer to enter and retrieve data regarding patients' and therapists' schedules.
  2. Independently utilize scheduling software and other software as needed to record and adjust schedules and conduct necessary communication with other departments.
  3. Operate telephone to receive and transfer calls and perform other telephone functions.
  4. Operate fax machine and photocopy machine in order to copy, retain or distribute essential information.
  5. Handle and operate all necessary equipment and perform required duties according to established safety standards to maintain compliance with regulations and prevent injury.
  6. Maintains data bases accurately.
  7. Maintain and ensure a safe environment for the department.  Handles and operates all necessary equipment and performs required duties according to established safety standards to maintain compliance with regulations and prevent injury.

This position is performed 100% indoors.  Work activities occur in offices and meeting rooms.  There are no environmental hazards.
Physical demands:  Frequent sitting and standing, reaching, handling and fingering.  Frequent reaching with both arms at low and waist levels, grasping with both hands requiring normal grip strength based on national averages. Frequent walking, stooping, occasionally lifting and carrying 25 pounds and frequent lifting and carrying of 15 pounds.  Frequently handling paper, pens, operating computer, telephone, photocopy machine.  Frequently talking and hearing ordinary tones for conversational speech in person and on telephone.  Requires sufficient sight to see and read reports and computer screen, constant visual acuity. Frequently viewing handwritten and printed material, doing simple grasping.  Occasional handling of wheelchairs with patients.
Mental requirements:  Continually being alert to color division, reading written or hearing verbal information and to shifting priorities.
Stress factors:  Frequent repetition and continuous pressure.

QUALIFICATIONS (Education/training and/or Experience)
High school equivalency with six-months post-high school education plus two years scheduling experience required.  One year experience with front office operations in a medical area preferred.  One year supervisory experience preferred.  Operational experience preferred.  Additional relevant work experience would be considered in lieu of post-high school education.  Must have ability and experience in operating standard office machines.  Good knowledge of basic math, good organizational skills, and problem solving skills are required.  Experience and working knowledge of personal computers required. Knowledge of medical terminology desired.  Must be able to work in fast paced, demanding situations without adverse reaction and be able to interact in a positive manner with staff and customers.
Background checks are conducted.  When specific authorization forms are requested so that full background and history can be obtained, employees/applicants must sign the form(s) requested.




Job Details

Date Posted May 13, 2018
Date Closes May 28, 2018
Requisition 0002EG
Located In Omaha, NE
SOC Category 00-0000.00