Job Duties and Responsibilities:

Administrative Processes

• Performs a variety of administrative processes is the first and last point of contact with patients.
  • Answer and provide accurate Rogers program and services information to callers.
  • Registers and schedules patients and confirms insurance guarantor information.
  • Responsible for daily check-in and check-out of patients and reporting this information.
  • On admission, verifies patient identification, demographic, insurance, and ensures all paperwork and consent information are obtained/updated in the medical record.
  • Distributes incoming emails/voicemails to appropriate care team members.

Program Coordination

• Support patient experience preadmission and throughout the continuum of care.
  • Creating new encounters.
  • Provide program information to patients/families.
  • Schedule appointments and coordinate the completion of paperwork.
  • Assist with patient/family member/guardian inquiries/questions.
  • Perform regular check-in with patients on waiting for treatment.
  • Confirm insurance verification; collaborate with PFS.
  • Provide patients with information regarding insurance coverage and financial assistance options.
  • Support in updating/maintaining provider schedules in appropriate platforms
  • Manage provider caseloads according to availability, specialty, licensure, and insurance credentialing.

• Ensure timely follow-up with patients/families.
  • Maintain an open line of communication with patients.

• Facilitate internal transfers as needed.
  • Receive and process internal referrals.
  • Coordinate start date with referring treatment team and/or patient.
  • 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)