Job Duties and Responsibilities:

Program Coordination

Support patient experience preadmission and throughout the continuum of care.

• Relay recommendations of programs/services to patients/families.
• Provide program information to patients/families.
• Coordinate admissions appointment and coordinate completion of paperwork. 
• Assist with patient/family member/guardian inquiries/questions.
• Perform weekly check-in with patients waiting for treatment.
• Confirm insurance verification; collaborate with PFS.

Ensure timely follow-up with patients/families.

• Maintain an open line of communication with patients and/or guardians.

Facilitate internal transfers between sites.

• Receive internal referrals and send for review.
• Relay recommendations to the referring treatment team.
• Communicate all pertinent information and follow-up to ensure seamless internal transfer.

Develop working relationships with interdisciplinary team members to ensure open line of communication regarding a patient’s care.  This includes but is not limited to:

• Inpatient, PHP/IOP, Outpatient, Residential Admissions and Patient Access departments.
• Outpatient operations.
• Business Development.
• Utilization Review.
• Patient Financial Services.
• Health Information Management.

Be available and punctual for all shifts, rotating on-call weekend and holiday coverage as scheduled.

Apply good practice principles to job duties.

• Use good communication skills and tact to deal effectively with third-party carrier representatives, all staff members, and external customers. Demonstrate excellent customer service by providing a friendly tone and empathic statements whenever appropriate.  Follow scripting when it is provided.

• Use common sense in situations and respond appropriately in all communication modes (body language, verbal) to each patient/guardian, regardless of their behavior.

• Maintain a calm attitude and create a conducive atmosphere in difficult situations. Work cooperatively and supportively with all staff.

• Remain courteous and respectful to others during work interactions and be willing to work out problems on a one-on-one basis.

• Complete assignments and documentation on time.

• Meet or exceed performance metrics.

Complete other duties as assigned.

Promote a team atmosphere by treating individuals with respect and honesty and by using direct communication and active listening skills.

• Be open to change and actively support change.

• Be open to others’ ideas and points of view.

• Evaluate employees objectively and provide employees with periodic feedback.

Promote department goals as well as the mission of Rogers.

• Communicate goals to fellow staff members.

• Maintain department policies and procedures.

• Include requirements and guidelines from external agencies (i.e., Joint Commission, State of Wisconsin).

• Demonstrate acceptance and training of student interns in the department, as directed.

Conduct self in a professional manner.

• Demonstrate organizational skills that promote timely response to all inquiries and to task completion.

• Communicate with all individuals in a positive and professional manner.

• Attempt to resolve individual issues with peers in a positive, calm manner, with a focus on solution.

• Communicate concerns and provide solutions for same.

• Project a professional image by wearing appropriate, professional attire.

• Ability to influence departments within Rogers and provide technical guidance.

Additional Job Description:

Education/Training Requirements:

• Bachelor’s degree preferred. High School diploma required. Two (2) years of customer service and relevant experience required, preferably in a healthcare setting.

• Experience with computers and demonstrated proficiency with software platforms and EMRs.

• Knowledge of medical/psychiatric/chemical dependency diagnosis, treatment process, managed care, Joint Commission, preferred.

• Oconomowoc Only: Valid driver license preferred and must be granted insurable status by the Rogers insurance policy.

With a career at Rogers, you can look forward to a Total Rewards package of benefits, including:

• Health, dental, and vision insurance coverage for you and your family 
• 401(k) retirement plan 
• Employee share program 
• Life/disability insurance 
• Flex spending accounts  
• Tuition reimbursement 
• Health and wellness program
• Employee assistance program (EAP)

Through UnitedHealthcare, UMR and HealthSCOPE Benefits creates and publishes the Machine-Readable Files on behalf of Rogers Behavioral Health. To link to the Machine-Readable Files, please visit Transparency in Coverage (uhc.com)