Clinical Service Representative II - Program in Physical Therapy

Position Summary

This position functions to assist and support the Program in Physical Therapy practice, clinicians and staff with patient flow and smooth running of a fast-paced office. Front desk and scheduling responsibilities include answering and returning phone calls, greeting patients, verifying information, collecting co-payments, assisting with MyChart, patient surveys, prepping exam rooms and coordinating communications using EPIC In-Baskets. Will schedule new and return patient appointments to include entering registration, verification of diagnosis, insurance, plan of care retrieval from referring physicians, demographic information and ensuring accuracy of data. Ensure completion of medical record documentation and billing accuracy. Will copy and fax medical records and complete a variety of accounting activities using various systems. Will serve as a liaison to consumers (patients, healthcare professionals, staff, and general public) and advocate the patients' needs.

Job Description

Primary Duties & Responsibilities:

• Greet, verify, and update patient registration information and arriving patients in EPIC in a timely manner. Ensure all patient arrival and check out processes, including managing After-Visit-Summaries, are finalized at the end of each patient visit. Compile, copy, and fax/mail monthly correspondence relating to patient visits.
• Collect co-payments, supply fees, reconcile EPIC drawer balance, and assist with entering clinic deposits.
• Review registration work-queues on a daily basis to ensure current workflow processes are supported.
• Assist with maintaining daily clinician appointment schedules and working the patient wait list, ensuring all available slots for upcoming dates are full.
• Perform clinic closing procedures accurately to include: 1.) Reserving rooms for next day and 2.) Stocking, cleaning and organizing supplies, gym, and waiting area.
• Prepare and respond to medical record requests using the EPIC ROI function.
• Responsible for registration and scheduling of new and returning patient appointments, cancelling, rescheduling, and obtaining/documenting necessary referrals, in Epic, for patient appointments. Serve as a liaison between consumers and WUSM; assist consumers in a timely, efficient, and courteous manner regarding appointment information, systems, procedures, and resources. Explain the relationship between internal and external customers and route calls to the appropriate responder. Provide information on resources as appropriate.
• Responsible for managing internal and external referral orders. Internal referral orders are retrieved from the referral work-queue and attached to appointments when scheduling. External referral orders are received from either patients or by fax and transcribed into Epic.
• Process, monitor, and act upon Epic In-Basket communication by assessing consumers’ needs, taking messages, and directing calls/In-Basket communications as appropriate. Take any and all necessary steps to facilitate customer satisfaction. Process assigned Epic work-queues and in-baskets in a timely manner.
• Offer assistance and back up support, as needed, to other clinical staff. Serve as back up for other staff during peak times, vacations, and illnesses.
• Attend Program meetings, staff meetings, clinical meetings, and training sessions as they relate to the position. Perform other duties as assigned with occasional rotation between practice locations.

Working Conditions:

Job Location/Working Conditions:
Direct patient care setting.
Normal office environment.
Exposure to blood-borne pathogens.
Requires protective devices.

Physical Effort:
Typically sitting at desk or table.
Typically standing or walking.
Typically bending, crouching, stooping.
Repetitive wrist, hand or finger movement.
Occasional lifting (25 lbs. or less).

Equipment:
Office equipment.
Clinical/diagnostic equipment.

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all job duties performed by the personnel so classified. Management reserves the right to revise or amend duties at any time.

Required Qualifications

Education:
High school diploma or equivalent high school certification or combination of education and/or experience.

Certifications/Professional Licenses:
Basic Life Support - American Heart Association, Basic Life Support - American Red Cross

Work Experience:
Medical Office Setting (2 Years)

Required Qualifications:
Basic Life Support certification (Online BLS certifications, those without a skills assessment component, are not sufficient to meet the BLS requirements).

Preferred Qualifications

Skills:
Computer Efficiency, Confidentiality, Critical Thinking, Customer Service, Detail-Oriented, Effective Written Communication, Electronic Mail, Electronic Medical Record (EMR) Systems, Epic Applications, High Accuracy, ICD Coding, Interpersonal Communication, Interpersonal Interactions, Managed Care, Medical Scheduling, Medical Terminology, Medicare Plans, Microsoft Office, Multitasking, Office Equipment, Organizational Efficiency, Professional Etiquette, Teamwork, Time Management, Working Independently

Grade

C06-H

Salary Range

$17.34 - $25.40 / Hourly
The salary range reflects base salaries paid for positions in a given job grade across the University. Individual rates within the range will be determined by factors including one's qualifications and performance, equity with others in the department, market rates for positions within the same grade and department budget.