Job Description

Classification Title: Clinical Service Representative III

Classification Minimum Requirements: High school diploma or equivalent and four years of medical office experience, that includes the knowledge of CPT and ICD-10 coding guidelines as well as basic medical terminology. Appropriate college coursework or vocational/technical training may substitute an equivalent rate for the required experience.

The Opportunity

The Student Health Care Center (SHCC) at the University of Florida is seeking a Clinical Service Representative III to join our team. Reporting to the Manager of Clinical Service Representatives, you will serve as a leader to the Clinical Service Representative team and be a key player in our mission, collaborating with students, medical providers, and others to help them access healthcare services. You will handle patient information and provide customer services, including answering phones, scheduling patient appointments and ancillary tests, assessing patient information, and/or coordinating clinic visits for patients. In this leadership role, you will share expertise and act as a team leader; assist with training and mentor clinical service representatives within the service area; instruct co-workers as needed regarding registration, appointment scheduling, insurance requirements, consents, check-in and check-out processes, and front desk operations; and serve as a trainer and information resource for new and existing clinic applications. You will ensure accreditation standards are maintained, protect the confidentiality of medical records and all patient information, and interface with multiple University of Florida departments for clearance of students in a variety of programs. With direction, you'll work closely with support staff, nursing staff, and providers to support clinic functions.

The key responsibilities of the position include the following:

Administrative Support

Manage in-basket pools and troubleshoot patient care issues while acting as a liaison between students, clinical staff, and external departments for any scheduling-related needs. Provides administrative support to providers and assists in organization of clinical service; problem solves issues with registration, consents, schedules, prescription refills, track lab/x-ray results, and completes assigned working lists in EMR. Shares expertise and acts as team leader; assists with training and mentors clinical service representatives within service area. Makes recommendations for improvement in internal policies and procedures.

Scheduling

Schedule patient appointments, tests, procedures in person, by telephone and/or via MyChart inquiries. Responsible for reviewing and updating patient account details, entering and verifying insurance. Triage all incoming calls to the clinic, forward calls, and consult or defer medical questions/advice to appropriate clinical staff. Work effectively with a wide range of students whose needs may be difficult to assess on initial contact. Serve as a point of contact for Support Staff team members.

Check-in and Check-out

Greets patients and visitors warmly, professionally and provides a patient friendly point of entry and exit. Obtain all health history, physical forms, consent forms, copies of identification/ insurance cards and other required documentation during the check-in and check-out process. Verify student status/eligibility for services and select appropriate guarantor for appointment. Ensuring scanning of paper documents in EPIC is properly completed, labeled, and placed in the correct tab of the patient EMR.

Perform other duties as required to support the overall mission of the department.

Typical Schedule:

• Monday through Friday, 08:15 AM to 05:15 PM (08:00 AM to 04:30 PM during summer and break weeks). Sunday Clinic during the Fall & Spring terms (8:00 AM- 1:00 PM)
• 40 hours per week
• Hours and days may vary due to the needs of the SHCC
• Clinic work location: Student Health Care Center on Campus