Rehab Support Technician - Redwood Falls

The Rehab Support Technician is responsible for the sales, documentation, verification, inventory and billing of rehab services for Rice Home Medical. This individual must be knowledgeable of all equipment and supplies provided by Rice Home Medical. Responsible for competently and efficiently performing all tasks relative to the order intake process of rehab specific orders Tasks are to be done in a friendly and professional manner. Responsible for knowledge of third party reimbursement regulations and requirements. Most importantly, the Rehab Support Technician must provide top quality customer service to our patients and referrals, ensuring positive customer experiences are obtained.


• JOB RELATIONSHIPS:

A. REPORTS TO: Rehab Manager

B. SUPERVISES: N/A

C. INTERRELATIONSHIPS WITH: Rice Home Medical Operations Director, Billing Team, Materials Manager, Branch Managers, Customer Service Reps, Sales and Marketing Staff, Delivery Technicians, Clinical Technicians, Sales Team and Rice Memorial Hospital Staff.


• HOURS OF WORK: 40 hours per week; between 8:30 - 5:00


• DRESS CODE: Business Casual or company logo wear, name badge required. Must be neat and clean in appearance.


• ESSENTIAL REQUIREMENTS OF WORK (Minimum qualifications necessary to function at full productivity).

A. EDUCATION AND TRAINING: • High school diploma or G.E.D. equivalent. • Some Post-Secondary courses preferred.

B. EXPERIENCE: • General computer skills with Microsoft Office and data entry

experience required • 2-3 years rehabilitation equipment experience or approved

training required • Prior experience in a medical field or working with third party

payers preferred

C. JOB KNOWLEDGE (Specific): • Proficient understanding of the durable medical equipment

industry, equipment and supply requirements and products available.

• Knowledge of insurance rules, regulations and payer guidelines.


• BUDGET: N/A


• CLIENTELE DIRECTLY AFFECTED BY JOB: This position will interact with all areas of the Rice Healthcare Organization, to include but not limited to Department Managers, Operations Director, Customer Service Representatives, Rice Home Medical Sales and Marketing Staff. This position interacts directly with Rice Home Medical Rehab Specialists, Billing staff and patients or referrals requiring complex rehab mobility equipment, products and services.


• PHYSICAL DEMANDS OF THE JOB: In an average 8 hour day the employee lifts/carries up to 20 pounds frequently and up to 85 lbs. maximum. In an average 8 hour day the employee stands/walks 1-3 hours, sits 5-7 hours and drives .5-1 hour. These hours include up to 6 hours of keyboarding, data entry and phone work.


• PHYSICAL ENVIRONMENT OF THE JOB: Office and retail show floor setting with standard desk and office space. Adequate light and temperature, minimal noise.


• EQUIPMENT OR MACHINES USED ON THE JOB: Basic computers with Microsoft Word, Excel, Internet, E-mail, cell phone, photocopiers, scanner, fax machine, calculator. Equipment clinical in nature such as complex wheelchairs, gait trainers and standing frames.


• MENTAL DEMANDS OF THE JOB: Must be able to manage multiple projects, multitask, work with many different personalities, able to function as a polite and cooperative team member with a positive attitude. People sensitive characteristics with a desire to help others.

A. JUDGEMENT AND INITIATIVE: Demonstrates good judgment and analysis. Exercises high level of investigation and understanding related to insurance coverage requirements. Must be autonomous, flexible, self- motivated and able to use time well with minimal supervision.

B. INDEPENDENT ACTION: Required to make daily decisions relating to general department operation and customer satisfaction. Ability to research alternate solutions. Complex decisions require investigation and research working directly with management for resolution.

C. EFFECT OF ERROR: Negative effect on financial condition of Rice Home Medical and Rice Memorial Hospital as well as customer dissatisfaction due to negative customer experiences. Errors are addressed with reeducation by management.

D. CONTACT WITH OTHERS: Regular daily contact with customers of Rice Home Medical, referrals and with other Rice Home Medical employees. Occasional contact with Rice Memorial Hospital employees and vendors.

X
• PRINCIPAL JOB RESPONSIBILITIES, TASKS, AND AUTHORITIES:

A. RESPONSIBILITY: Customer Service

PRIORITY: A % OF TIME: 45% DISCRETION: A

TASKS: 1. Knowledge of durable medical equipment and supply requirements

as well as products available. 2. Answer incoming phone calls, take customer orders and key order

into computer as appropriate. 3. Consult with customers and assist them in finding appropriate

products. 4. Respond to customer questions and concerns while maintaining

customer confidentiality. 5. Assist in maintaining inventory and presenting a well-organized

retail and warehouse area. 6. Perform cleaning, testing and asset maintenance of equipment in

adherence with company guidelines. 7. Schedule repairs for rehab equipment to include repairs in repair

shops and in-home repairs. 8. Schedule appointments for evaluations, fittings or deliveries in

conjunction with Rehab Specialist. 9. Coordinate pick-up of equipment needed for repair and need of

rental equipment during repair.

B. RESPONSIBILITY: Processing Insurance Sales Orders

PRIORITY: A % OF TIME: 40% DISCRETION: A

TASKS: 1. Responsible to have full comprehension of Medicare, Medicaid and

third party payer reimbursement guidelines for durable medical equipment and supplies specific to rehab related products.

2. Accurately process customer orders in alignment with company practice and insurance/reimbursement parameters.

3. Obtain customer insurance information and verify according to company guidelines.

4. Prepare appropriate documentation for billing. 5. Obtain prior authorization when deemed necessary by insurance. 6. Responsible to contact referrals and obtain the necessary

documentation. 7. Document customer notes following company policy and

procedure.

C. RESPONSIBILITY: Preform Other Related Duties Assigned

PRIORITY: A % OF TIME: 5% DISCRETION: A

TASKS: 1. Responsible for attendance at in store in-services and meetings

and other workshops to stay current with job responsibilities and a minimum of 6 hours of education each year.

2. Punctual attendance without habitual tardiness or absence without authorization.

3. Maintain customer confidentiality and adhere to HIPPA regulations in relation to customers PHI at all times.

4. Preform other duties assigned by management.

D. RESPONSIBILITY: Service Excellence

PRIORITY: A % OF TIME: (ONGOING) DISCRETION: A

TASKS: 1. Demonstrate an ongoing commitment to the Service Excellence

philosophy by adhering to and promoting behaviors outlined in "Standards of Excellence".

E. RESPONSIBILITY: Continuous Quality Improvement

PRIORITY: A % OF TIME: (ONGOING) DISCRETION: A

TASKS: 1. Demonstrate understanding of the CQI philosophy.

a) Participate in CQI training activities or CQI teams if appropriate.

b) Demonstrate sensitivity to customers and their needs. c) Interact appropriately with internal customers, i.e. coworkers

within department, staff across departments. d) Interact appropriately with external customers, i.e. patients,

families, staff, vendors. e) Role model positive behaviors.

F. RESPONSIBILITY: Safety

PRIORITY: A % OF TIME: (ONGOING) DISCRETION: A

TASKS: 1. Maintain and promote a safe environment for all visitors and staff. 2. Consistently follow all policies, practices and work rules. 3. Do not use shortcuts or work-a-rounds that may reduce safety or

increase risk. 4. Stay alert, act responsibly and use common sense to reduce risks. 5. Report actual events and good catches as soon as possible. 6. Eliminate hazards and identify and report unsafe systems. 7. Complete all mandatory safety education and attend safety

sessions. 8. Review and understand the Safety Program as identified by Rice

Home Medical safety Committee. 9. Seek answers to questions you have about the Safety Program.

I have reviewed the job description:

__________________________________________ ______________

Name Date

10/13