Client Services Representative

Overview

The Client Service Representative (CSR) provides high-quality customer service to internal and external customers, including students. As the "face" of UHS, the Client Services Representative is tasked with providing service in a welcoming and professional manner, in keeping with the established mission and values of UHS.

This is a part-time (50% duty time), benefits eligible position that works during the academic year (August-May).

Responsibilities

Client Service

• Provides high-quality client service to students and patients consistent with UHS standards.
• Greets patients and documents their arrival for appointments and urgent care services; provides directions to their designated waiting area.
• Responds to patients' concerns and emotional state professionally and appropriately, especially when students presenting are ill.
• Maintains a professional demeanor despite the volume of presenting patients and multiple competing demands in a very busy practice setting.
• Listens carefully to students' concerns, helping them determine the best appointment options for them, making appropriate decisions regarding which practitioner and time frame is best suited for that particular concern and correctly documenting and acting on this information.
• Exhibits superior communication skills and professionalism in order to provide a safe and confidential interaction with the students, recognizing that this is a high priority in this sensitive and specialized area.
• Responds timely to patients' questions or concerns (issues regarding insurance, their bills, appointment rescheduling, referrals, etc.) If unable to answer a question, the CSR will direct the patient to someone who can, and stays on the line or with the patient until it is certain they have received a response to their inquiry.
• Uses service recovery techniques and principles when a customer is dissatisfied.

Administrative Support

• Utilizes Medicat (UHS' practice management system) for all workflow, including electronic health records (EHR) management, financial transactions, data reporting, and scheduling. Follows standard operating procedures regarding scheduling guidelines; reviews the practitioner's notes, outside specialist referrals, and completed laboratory and radiology results, and provides printed documentation when necessary.
• Schedules immunization appointments, based on a thorough knowledge of immunization sequencing.
• Scans medical documents as required by the paperless charting system (radiology and laboratory results, as well as outside consultations and test results).
• Performs data entry of medical information for all incoming and returning students.
• Under the direction of the Lead Client Services Representative, releases highly sensitive and confidential private medical information to students, outside agencies, legal institutions, including subpoenas, in accordance with state and federal laws and UHS risk management policies.
• Assists with arrangements for transportation for patients going to University Medical Center at Princeton or referred to a community physician.
• Rotates through other UHS areas in a support role when needed.
• Becomes cross-trained with all the duties of the front desk.
• Assumes additional duties as assigned by the Office Manager.

Financial Support

• Performs cashiering and billing functions for the sale of billable products.

Clinical Care

• Responds to the emergency response call system, notifying medical personnel, and providing additional assistance as needed, such as calling 911, holding the elevator, and directing arriving emergency responders. When needed, initiates care at the front desk for students who are vomiting, fainting, or exhibiting open wounds, etc., while waiting for UHS medical providers.

Strategic Initiatives

• Contributes to UHS process improvement plan and, when possible, represents Outpatient Services on job-appropriate committees.

Performs other duties as assigned.

Qualifications

Essential Qualifications

• High school diploma or GED
• 2-3 years of experience in a customer service position.
• Ability to work weekends and to accommodate changes in work schedules.
• Knowledge of Medicat
• Be knowledgeable in principles and methodologies (e.g., Plan-Do-Study-Act, Root Cause Analysis, measurement, data collection, and analysis) needed to support and lead Quality Improvement projects and activities and/or willing to attend UHS-based Quality Improvement basic training within the first 6 months of hire.
• Respects the cultures and identities of others.
• Demonstrates curiosity and open mindset regarding those of different identities and cultures.
• Demonstrates a commitment to diversity, equity, and inclusion.

Preferred Qualifications

• Cardiopulmonary Resuscitation (CPR) certification
• 1 – 2 years of experience in an ambulatory health care office
• Familiarity with total work systems (such as the Institute for Healthcare Improvement, Accreditation Association for Ambulatory Health Care, and Baldrige National Quality Program); and reviewing and analyzing data.
• Training in health equity and other diversity and inclusion topics.