Administrative Secretary - Physical Therapy - Full Time 8 Hour Days (Non-Exempt) (Non-Union)

The Administrative Secretary supports coordination of daily operations for rehabilitation departments in collaboration with leadership and therapy providers. This position handles incoming and outgoing telephone calls. Establishes and maintains courteous, cooperative, service-oriented relationships with patients, the public and other members of the healthcare team. The Secretary also handles schedule coordination, completes intake communication, verifies insurance and obtains authorization for services, and schedules appointments for patients.

Essential Duties:

• Greets patients in a courteous and professional manner.
• Adheres to all policies related to patient confidentiality.
• Acts as a patient liaison and single point of contact for patients and caregivers and takes accountability for their patient experience. Utilizes courtesy, compassion, kindness and honesty while interacting with public, patients and all clinic personnel.
• Schedules patient evaluations in a timely manner while accommodating patient needs and providing proper patient instructions. Notifies patients of upcoming appointments in a timely manner.
• Demonstrates accuracy and thoroughness in entering information into computer systems (Cerner, RevCycle, etc.)
• Works with various hospital personnel to resolve issues and accommodate patients.
• Duties related to payment and reimbursement: • Working knowledge of TARs and SARs processes and follow-up. Completes TAR requests, follows-up with MediCal groups and IPA’s for additional visits. • Responsible for calling insurance or using internet portals to obtain and document: insurance eligibility and benefits; financial responsibility; authorization and/or pre-certification as required. Scans authorizations into system. • Submits authorizations and secures pre-certification as appropriate for all services rendered to non-contracted patients. • Interprets and completes insurance verification process for all types of payers including HMOs, Commercial, MediCal and Senior Plans, straight MediCal, Medicare, PPO, POS, EPO, Capitation, Military, Workman Compensation • Confirms that benefits are aligned with appropriate plan code selected in registration systems assuring clean claim. • Completes and submits letters of agreement to all professional and hospital non-contracted payers. • Assures all notes of verification, eligibility and authorizations are documented in the medical record and letters of agreement are scanned into medical records system as appropriate. • Responsible for contacting Physician office when a patient’s services are denied, re-directed and/or when a peer-to-peer is required. Supervisor and therapists are to be notified as well.
• Maintains the telephone, Cerner message center and voice mails and communicates with the therapists regarding changes in patient’s schedules. Retrieves and responds to voicemail and Cerner Message Center messages within 3 working days per department protocol.
• Proactively manages clinic schedules, including anticipating requirements and changes based on therapist availability and scheduling queue volume to create a well-manage operational flow and positive patient experience. Communicates all changes with patient and involved personnel.
• Reads and responds to e-mail and Teams messages throughout the day.
• Maintains an open line of communication with leadership and other staff and demonstrates a professional demeanor at all times. Keeps supervisor informed when problems may interfere Identifies opportunities for improvement and, when appropriate, assists in developing and implementing effective solutions in collaboration with leadership team.
• Adapts to changes of unusual circumstances, promotes cooperation and minimizes disruption to working environment. Demonstrates flexibility in covering other staff members for sick time, vacation, or leave of absence.
• Ability to work independently and in a team setting to accomplish duties I a timely manner.
• Performs other duties and special projects, as assigned.

Required Qualifications:

• Req High school or equivalent

• Req 2 years Secretarial or receptionist experience (preferably in a hospital setting or medical practice).

• Req Demonstrates effective problem solving skills.
• Req Must have high-level computer skills including Word and Excel.
• Req Organization/time management skills.
• Req Able to function independently and as a member of a team.
• Req Working knowledge of TARs and SARs processes

Preferred Qualifications:

• Pref Supervisory experience desirable.

Required Licenses/Certifications:

• Req Fire Life Safety Training (LA City) If no card upon hire, one must be obtained within 30 days of hire and maintained by renewal before expiration date. (Required within LA City only)

The hourly rate range for this position is $22.00 - $34.18. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate’s work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.