Upstream Rehabilitation is looking for a Patient Liaison to join our team

Upstream is the largest dedicated outpatient physical therapy provider in the US.

We are looking for driven individuals to work in our remote contact center assisting patients with scheduling appointments. You will be responsible for helping the patients take their first steps into physical therapy on the road to recovery. Working remotely, you will schedule callers with local clinics, discuss insurances details, and setting the expectations of the appointment. 

The Patient Liaison is responsible for the intake of information from referral source and the scheduling of patients, including creation of initial file, obtaining authorization, gathering appropriate information necessary to complete registration, and providing an appointment at an appropriate clinic for skilled therapy or functional testing. This position is responsible for supporting the mission, vision, and values of Upstream Rehabilitation. This position does not have any supervisory duties.

Job Responsibilities: 

•Completes tasks as directed in support of scheduling patients of Evaluations and/or treatment with the goal of ensuring patients receive timely scheduling that meets their medical needs.
• Reviews Raintree/Document routing and other sources to gather needed referral, records, and other information to complete the scheduling function.
• Responsible for using the Patient Liaison mapping system for scheduling patients to the correct clinic/specialty that meets patient needs.
• Obtains and records preference of type and frequency of communication with Case Manager/Network/Attorney or proper entity.
• Responds to weekly reporting structure feedback including Scheduling Lag report, Referral Recapture Report, Missed Visit Report, number of contacts take/made and Future Authorization Report for trends in facilities/regions. Reports progress and issues to the supervisor and/or leader.
• Responsible for processing FCEs and other functional testing as directed.
• Develops and maintains relationships with clinics and future partners; builds and maintains relationship with referral sources/networks and other entities.
• Other duties as assigned

Job Qualifications: 

• High school diploma or equivalent required.
• Data Entry experience.
• Ability to manage incoming phone lines.
• Relationship building.
• Interpersonal skills.
• Ability to multi-task.
• Ability to problem solve; diplomatic conflict resolution abilities; ability to gracefully handle difficult situations.

• Familiarity with products offered by Upstream in various locations to include Physical Therapy, Occupational therapy, dry needling and other services provided.
• Ability to use a variety of computer-based platforms including EMR, Microsoft Office Suite, tracking systems, and web-based portals.
• Exceptional communication skills – oral, written and presentations.
• Proficient with Microsoft Office Suite or related software.

This job description is not an all-inclusive list of all duties that may be required of the incumbent and is subject to change at any time with or without notice. Incumbents must be able to perform the essential functions of the position satisfactorily and that, if requested, reasonable accommodations may be made to enable associates with disabilities to perform the essential functions of their job, absent undue hardship.

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