About HSS at NCH
At Hospital for Special Surgery (HSS) at Naples Comprehensive Health (NCH), we don’t settle for ordinary—we redefine what’s possible in healthcare. Ranked the #1 orthopedic hospital in the nation by U.S. News & World Report for 15 consecutive years, and the #1 orthopedic hospital in the world by Newsweek, HSS has partnered with NCH to bring that world-class legacy home to Naples. We’ve built a state-of-the-art facility where cutting-edge surgical innovation, advanced rehabilitation, and pioneering research all come together to offer patients world-class excellence in care. Learn more at HSSatNCH.org, HSS.edu, and NCHMD.org.
At HSS at NCH, we foster a vibrant, high-performing culture that empowers people to thrive as themselves. Our team is made up of some of the brightest minds in the field, driven by a relentless pursuit of innovation and a shared commitment to pushing boundaries in healthcare. Together, we’re not just treating patients—we’re delivering outcomes that transform lives.
Why Join Us?
Joining HSS at NCH means more than taking a job—it’s an invitation to contribute to something greater. You’ll collaborate with leading experts in a dynamic environment that challenges you to be your best, alongside the best. Here, you’ll become part of a future that’s as groundbreaking as our beginning—and that’s something to be passionate about. At HSS at NCH, you’ll find a career that fosters your growth and empowers people to move better, live healthier, and make a lasting impact.
JOB SUMMARY
This role provides comprehensive administrative support to the HSS at NCH Rehab Dept. The Supervisor Patient Services is responsible for all aspects of Rehab coordination, from scheduling appointments, to checking patients in, and ensuring the patient experience is smooth. They act as a liaison between patients, rehab therapists and team, physicians, and hospital departments, maintaining a professional and efficient environment. This candidate provides a vital link in the chain of Quality of Care; and supports the clinic by serving as first point of contact to patients and completing all administrative tasks associated with scheduling, patient interaction, and insurance verification. This role is responsible for obtaining all information to ensure verification and authorization of services provided can be obtained. Scheduler duties will vary based on the business unit or office associated with the Scheduler role.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Other duties may be assigned.
· Supervise and facilitate the roles of the PSR team.
· Manages front desk responsibilities at HSS at NCH building-greeting patients, checking patients in and ensuring that all paperwork is completed.
· Recognizing any changes in patients’ condition upon presentation in the office and conveying the changes to clinical team members or providers.
· Collect patient co-pays and documents as appropriate.
· Obtains required personal information necessary to identify all new and existing patients and the correct demographic and preliminary financial information to enable the creation of new patient medical records and the pre-processing of required authorizations / precertification’s before the appointed visit.
· Provide exceptional customer service by proactively reaching out to scheduled patients to confirm financial responsibility and verify benefits as needed.
· Actively monitor all clinician schedules to facilitate patient access, including backfilling schedules as appropriate.
· Ensure timely scheduling of post-surgical patients based on care timelines and ensure authorizations for rehab are complete, accurately documenting information into the EMR system.
· Collaborate with Ensemble to ensure that financials are complete and correct.
· Ensures respective patient medical record information, all collected forms, and photocopied documentation, are placed in the EMR in the proper location.
· Manage and confirm appointments and rearrange schedules as needed.
· Assist with ensuring proper paperwork is completed by clinicians to facilitate insurance authorization.
· Assist patients with PROM documentation as needed.
· Work collaboratively with Ensemble staff to provide patients with financial quotes.
· Communicate effectively with patients, providing instructions and information regarding appointments and financial obligations.
· Prioritizes all insurance coverage – primary / secondary / tertiary etc. Enter properly into demographic record.
· Accurately and completely processes physician’s referrals and orders and enters the tests into the Electronic Medical Record (EMR); should be well versed with templates and ordering.
· Verifies patient information on files is accurate and updated as per company standards; updates patient data when insurance, address, or other information has changed.
· Completes required Medicare questionnaires (ABN Forms) for appropriate patients and tests under Medicare guidelines.
· Act as a liaison between the physicians, rehab clinicians, hospital departments, and patients, ensuring seamless communication and coordination.
· Work independently and as part of a team, maintaining a positive attitude and aiding coworkers.
· Uphold high standards of customer service and contribute to a professional atmosphere.
· Maintain patient confidentiality and privacy
EDUCATION, EXPERIENCE AND QUALIFICATIONS
· Minimum of High School or GED required.
· Minimum of 2-years’ experience in healthcare customer service required.
· Office supervisory experience required.
· Patient service representative experience required.
· Familiar with basic medical terminology and medical terminology associated with the specialty of the clinic.
· Intermediate computer knowledge: Uses Microsoft Word, Excel, Outlook, and Windows
