At Snoqualmie Valley Health, we’re not just in the business of healthcare; we’re in the business of empowering our community to live boldly and live well. Our commitment to excellence and innovation calls for team members who will build trust, obsess over excellence, lead innovation, and deepen connections within our community. We are guided by our core values, and we’re looking for someone who can embody those principles as part of our dynamic and growing team.
Located in a trailblazing, adventure-loving town at the base of the Cascades, Snoqualmie Valley Health is an independent public hospital district serving a vibrant community that thrives on both adventure and connection. This is more than a job—it’s an opportunity to be part of something bigger.
JOB TITLE: Rehab Office Coordinator
POSITION SUMMARY:
The Rehab Office Coordinator serves as the first point of contact for patients and plays a critical role in ensuring efficient access to care, accurate front-end revenue cycle processes, and exceptional patient experience.
This position is responsible for managing referrals, scheduling, insurance verification, authorizations, and plan of care (POC) tracking to support timely, compliant, and financially sound outpatient rehabilitation services.
Build Trust
The Rehab Office Coordinator demonstrates integrity, transparency, and compassion in all interactions by:
- Warmly greeting and building rapport with patients through in-person and phone interactions.
- Providing clear expectations for new patient visits, including scheduling, paperwork, and visit flow.
- Accurately communicating patient financial responsibility, including deductibles, co-pays, and co-insurance.
- Maintaining HIPAA compliance in all patient interactions and documentation handling.
- Communicating referral barriers, authorization limits, and plan of care updates to therapists and leadership in a timely manner.
Obsess Over Excellence
The Rehab Office Coordinator supports continuous improvement and high standards by:
- Ensuring accuracy of front-end processes to reduce claim denials and billing delays.
- Tracking authorized visits versus utilized visits and proactively obtaining additional authorization when needed.
- Tracking, obtaining, and documenting signed plans of care from referring providers in accordance with payer and regulatory requirements.
- Escalating unsigned POCs approaching compliance deadlines to clinical staff and leadership.
- Reconciling daily collections in accordance with department procedures.
- Complying with all organizational policies, including annual employee health requirements.
Lead Innovation
The Rehab Office Coordinator encourages creativity and forward-thinking approaches by:
- Identifying opportunities to improve front-end workflows, access, and the patient experience.
- Optimizing therapist schedules to maximize access, minimize gaps, and support patient progression.
- Actively managing waitlists and filling cancellations or no-show openings to maintain productivity.
- Supporting departmental quality improvement initiatives related to access, compliance, and revenue cycle performance.
Deepen Connections
The Rehab Office Coordinator strengthens relationships with patients, staff, and care team partners by:
- Facilitating communication between patients, therapists, and referring providers to support continuity of care.
- Educating patients on attendance expectations, department policies, and financial responsibilities.
- Assisting with scheduling follow-ups, re-evaluations, and care transitions.
- Supporting department workflow and contributing to a collaborative team environment.
- Maintaining a welcoming, clean, and organized front office and waiting area.
Key Responsibilities
Patient Experience & Communication
- Answer incoming calls promptly and professionally; return missed calls in a timely manner.
- Provide clear expectations for new patient visits, including scheduling, paperwork, and visit flow.
- Maintain a welcoming, clean, and organized front office and waiting area.
Scheduling & Access Management
- Schedule patient appointments in alignment with therapist recommendations, plan of care frequency, and insurance requirements.
- Optimize therapist schedules to maximize access, minimize gaps, and support patient progression.
- Actively manage waitlists and fill cancellations or no-show openings to maintain productivity.
- Educate patients on attendance expectations and department policies.
Referral & Intake Management
- Manage incoming referrals from receipt through evaluation scheduling.
- Track and follow up on unconverted referrals to improve access and volume.
- Ensure all required documentation, including valid orders and referrals, is obtained prior to the initial visit.
- Communicate referral barriers or delays to leadership.
Insurance Verification & Financial Counseling
- Verify outpatient therapy benefits, including coverage, visit limits, and authorization requirements.
- Accurately communicate patient financial responsibility, including deductibles, co-pays, and co-insurance.
- Ensure accurate registration and insurance information to prevent billing delays or denials.
Authorization & Visit Management
- Obtain initial authorizations for therapy services and maintain authorizations throughout the plan of care.
- Track authorized visits versus utilized visits and proactively obtain additional authorization when needed.
- Communicate authorization limits and updates to therapists and leadership.
- Prevent scheduling beyond authorized visits without appropriate approval.
Plan of Care (POC) Management
- Track, obtain, and document signed POCs from referring providers in accordance with payer and regulatory requirements.
- Monitor outstanding POCs daily and follow up with provider offices via fax, phone, or EMR.
- Escalate unsigned POCs approaching compliance deadlines to clinical staff and leadership.
- Ensure signed POCs are uploaded and accessible in the patient record.
Front-End Revenue Cycle & Collections
- Collect co-pays, deductibles, and other patient payments at time of service and provide receipts.
- Ensure accuracy of front-end processes to reduce claim denials and delays.
- Reconcile daily collections in accordance with department procedures.
Documentation & Administrative Support
- Scan, upload, and accurately index patient documents, including insurance cards, identification, and clinical paperwork.
- Manage incoming and outgoing faxes, ensuring timely and accurate transmission of documents.
- Maintain HIPAA compliance in all patient interactions and documentation handling.
Care Coordination & Team Collaboration
- Facilitate communication between patients, therapists, and referring providers to support continuity of care.
- Assist with scheduling follow-ups, re-evaluations, and care transitions.
- Support department workflow and contribute to a collaborative team environment.
Quality & Operational Support
- Identify opportunities to improve front-end workflows, access, and patient experience.
- Support departmental quality improvement initiatives related to access, compliance, and revenue cycle performance.
- Maintain professional standards in attendance, communication, and confidentiality.
- Perform other duties as assigned.
QUALIFICATIONS:
Required Education: High School diploma or GED required.
Preferred Certification: Certified Professional Biller or Certified Medical Reimbursement Specialist.
Required Experience: Previous customer service experience within the last two years.
Skills:
- Strong customer service and interpersonal communication skills.
- High attention to detail and organizational skills.
- Ability to manage multiple tasks in a fast-paced environment.
- Knowledge of insurance verification, authorizations, and medical terminology preferred.
- Problem-solving mindset with a focus on efficiency and patient-centered care.
WORK ENVIRONMENT:
- Hospital outpatient therapy environment.
- Outreach in the community (e.g., Senior and Community Centers, Assisted Living Facilities).
PHYSICAL DEMANDS:
- Lifting ability of up to 25 lbs. with proper technique.
- Lifting and positioning of patients as needed.
- Transferring of patients who are at a high risk of falling.
- Ability to work with people who are frustrated or depressed due to limited functional ability or other issues.
- Ability to handle multiple tasks concurrently.
- Ability to problem solve, requiring quick decision making and physical response.
OTHER DUTIES:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
BENEFITS:
We believe in taking care of those who take care of our community. We’re proud to offer a comprehensive benefits package that puts your health and well-being first. With our flexible medical plan, you’ll have access to multiple in-network tiers, including top-quality care from Snoqualmie Valley Health, Eastside Health, and First Choice/First Health providers. The best part? Anyone covered under our plan can receive care at SVH at no cost! It’s all about giving you the options and support you need to experience life’s great adventures.
- Medical
- Dental
- Vision
- Pharmacy
- Life and AD&D
- Retirement Plan
- Employee Assistance Program (EAP)
- Flexible Spending Account (FSA)
- Travel Assistance & ID Theft Protection
- Pet Insurance
- Other Voluntary Benefits
Benefit Eligibility Requirements – Employees regularly scheduled at least 20 hours per week.
Employee Dependents – Your legal spouse or domestic partner; dependent children until age 26.
Waiting Period – 1st of the month from the date of hire.
PLEASE NOTE:
- The flu shot (during flu season) is required for employment, with exemptions available for valid medical or religious reasons.
- Snoqualmie Valley Health is a drug-free workplace. We complete drug screenings as part of our onboarding process.
