Department Name: Rehabilitation Services

Employee Name:

Pay Grade:

Effective Date:

Job Title: Information Specialist/Rehab Aide

Position Control Number:

Reports to: Directly to the Outpatient Rehab Supervisor; and indirectly to the Director of Rehabilitation Services

Supervises:

NA

Reason for Review:

Annual Performance Review

Employee Signature/Date:

I. Position Summary:

Provides front desk and aide support for the Rehabilitation department, including answering phones, registering patients, scheduling appointments, rooming patients, cleaning-up patient care areas and equipment, assisting therapists with supportive patient care as requested, securing prior authorizations and insurance coverage renewals, maintaining patient records in an orderly fashion, making copies, contact and confirm new referrals, and performing other duties as requested by the Therapy Coordinators and the Director of Rehab Services.

II. Position Requirements:

A: Licensure/Certification/Registration: There is no specific licensure or certification required for individuals filling the Information Specialist position. Previous clinical, administrative assistant, or billing experience is preferred however – see below.

B: Education: The Information Specialist/Rehab Aide must be a High School graduate. Technical college or Baccalaureate education in a related subject matter is desirable.

C: Experience: It is preferred that Information Specialists/Rehab Aides have prior experience as an administrative assistant, healthcare billing technician, or related rehabilitation clinical experience.

D. Special Qualifications: Must be able to quickly develop a working knowledge of the scheduling for Rehabilitation Services, and be able to assist the therapists and assistants with other support activities as requested.

Must be able to work collaboratively with all other members of the St. Mary's Health Care System, including nurses, and other hospital personnel. Must be able to deal constructively with conflict, collect, analyze and interpret data from a variety of sources and take appropriate action. Must be able to demonstrate excellent customer service. Must be willing and able to participate in quality measurement and performance improvement programs as requested, and be in compliance with all of St. Mary's Health Care System policies and procedures.

III. Degree of Supervision Required: Works under the direct supervision of the outpatient Site Supervisor with the support of the outpatient Rehabilitation Coordinator, and indirectly reports to the Department Director and the Therapy Coordinators.

IV. Ages of Patients Served:

Birth – 1 year

Infant

2-3 years

Toddler

4-5 years

Preschooler

6-11 years

School Age

12-18 years

Adolescent

19-25 years

Young Adult

26-55 years

Middle Adult

55-90 years

Older Adult

V. Working Conditions:

Hospital rooms, common areas, clinical departments and hospital grounds. Potential Hazards include:

Exposure to:

None

Some

Often

Very

often

Exposure to

None

Some

Often

Very

Often

toxic/

caustic

chemicals

blood or body

fluids

extreme

conditions

hot or cold

communicable

diseases

dust/

fumes/

gases

unprotected

heights

moving mechanical parts

CRT monitor

potential

electric

shock

frequent,

repetitive

motions

x-ray, electro-magnetic

energy

ergonomic condiditons

high

pitched

noises

Other (as listed)

needles or

other sharps

VI: Physical Requirements: This position requires keen hearing and visual acuity in order to properly schedule patients and perform desk work. Close eye work is required (computers, typing, reading, writing). Prolonged amounts of sitting with occasional walking, standing, bending, and lifting. The Information Specialist must be able to lift, push, and pull equipment of up to fifty (50) pounds.

VII. Personal Protective Equipment:

This position may require the use of personal protective equipment during various tasks/activities. Universal precautions should be followed. Personal protective equipment includes, but is not limited to: back support belts, gloves, masks, and safety glasses.

VIII. Performance Standards:

Scoring Guidelines

1= Significantly below standards 2= Below standards 3= Meets standards

4= Exceeds standards 5= Outstanding, significantly exceeds standards

Any rating of 5 must include specific examples of performance. All ratings must be in whole numbers.

Criteria

% of Total

Self Evaluation

Supervisory Evaluation

Comments

• Works effectively with other front desk personnel to insure smooth operations.
• Answers phones and schedules patients for therapy consistent with department guidelines.

• Assists with the orderly maintenance and stocking of supplies.

• Prepares patient charts, making sure all forms are complete.
• Insures that charts are filed and maintained appropriately; including sending charts on to Medical Records as necessary.
• Sends out questionnaires and other patient correspondence as necessary.
• Rooms patients and prepares them for treatment as requested.
• Assists therapists and assistants in supportive patient care as requested.
• Performs routine cleaning of clinical equipment and clean-up of patient care areas.
• Collects and distributes mail.

• Provides timely and effective written and verbal communication.
• Asks for appropriate assistance and consultation when dealing with new or less than familiar situations.
• Demonstrates efficiency in managing time and resources.
• Is compliant with all JCAHO, OSHA, and other Federal Agency standards as they relate to the Rehabilitation department.
• Demonstrates initiative in recognizing and performing additional responsibilities that are necessary for the efficient operation of the department.
• Attends to personal affairs so as not to interfere with the work schedule and responsibilities as outlined above.

20%

Criteria

% of Total

Self Evaluation

Supervisory Evaluation

Comments

• Clearly expresses ideas orally and in writing.
• Assists therapist and assistants with schedule coordination.
• Immediately notifies therapists and assistants of patient arrivals.
• Consistently maintains a professional relationship with the patient and their family.
• Shows no discrimination based upon age, race, or sex. Treats all persons fairly and consistently.
• Maintains patient confidentiality at all times.
• Actively communicates patient service expectations to the supervising therapist as indicated in a timely fashion.
• Actively participates in department meetings to communicate thoughts and ideas that would improve customer service, department operations, and contribute to improving the overall environment of the department.
• Attends inservices or education programs as requested by the Site Supervisor or Director.
• Contributes to a positive team environment and support of department goals.

• Promotes a positive image for St. Mary's Health Care System in contacts with the public.

20%

Performance Improvement-Patient safety, Corporate compliance, Risk Management

• Participates in chart audits and quality reviews as indicated.
• Participates in department PI activities.

• Proactively contributes to departmental processes for opportunities for improvement and greater patient safety.
• As specified in the department Process Improvement and Risk Management policies and Administrative SOP 62.
• Uses the occurrence reporting forms as indicated.
• Note: Reporting of occurrences is non-punitive and is used to track and trend for process improvement and patient safety.
• Complies with the Hospital’s Corporate Compliance Program and Code of Conduct.
• Reports any potential or real violations of the Code of Conduct either to the Department Director who shall report these violations to the Corporate Compliance Officer (CCO), or to the CCO directly.
• Works with the clinical staff to insure that all equipment is in safe and working order.

• Report concerns to the appropriate Coordinator or Director in a timely fashion.

15%

4. Customer Service

• Teamwork:

a: Works with the other members of the Rehab team consistent with departmental goals.

b: Promotes a positive environment that encourages high morale and motivation and builds a sense of shared ownership

c: Functions as a member of a cohesive team, promotes teamwork among work group in order to accomplish department goals.

d. Manages transition and change in a positive manner with appropriate planning, action, and feedback.

e. Demonstrates honesty, integrity and loyalty.

f. Avoids waste, expense and error

g. Demonstrates a positive attitude toward St. Mary’s, its facilities, services, personnel and physicians.

• Greet

a. Takes initiative

b. Establishes eye contact

c. Gives the customer your undivided attention

• Value

a. Remains customer focused

Shows continuous improvement

• Ask

a. Uses open ended questions to better understands customer needs

Takes the initiative in probing for complete information

• Listens

a. To build rapport

b. To words, tone, and body language to obtain full understanding.

To understand immediate situation and how it might relate to future success and efficiency.

• Help

a. Solves problems

b. Satisfies customer wants/needs

Impacts measurable outcomes

• Invites

a. Further contact/utilization of services

b. Ongoing communication

c. Dialog to accomplish effective and efficient service.

25%

IX. Mandatory Inservices:

Mandatory education for this Category # 3 position was completed on ____________(date).

Annual

Performance Standards

Rating

Weight

Score

A. Front Desk /Aide Functions

35%

B. Communications

20%

C. Quality Assurance & Process Improvement

20%

D. Customer Service

25%

Total

100%

Scoring Guidelines: Use the following guidelines to calculate the percentage increase. Increases can only be in whole or half (.5) percentages

5.00 = 4% Requires President & CEO’s signature (Tom Fitz)

4.99 – 4.25 = 3.5% Requires Vice President’s signature

4.24 – 3.5 = 3.0%

3.49 – 2.75 = 2.5%

2.74 – 2.00 = 2.0%

1.99 – 1.25 = 1.5%

1.24 - .5 = 1.0%

.49 – 0 = 0%

Strengths/Accomplishments (Annual Evaluation only)

(List those areas of your job which you feel you have performed well during the past year and major accomplishments.)

Skills Improvement/Job Growth (6 months & Annual)

Goals: List areas you would like to improve your skills/job performance or learn/develop new skills during the coming year.

Plan: Identify/explain what resources (education, assistance, tools, etc.) that would help you to attain each goal.

Attach copy of this page and prior page to next year’s evaluation.

Appraiser Comments:

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Employee Comments:

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Appraiser/Date:_____________________________ _____________________________________

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Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve. Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.