Clinical Service Representative II; Hybrid - Program in Physical Therapy

Scheduled Hours

40

This position functions to assist and support the Therapy Practice, clinicians, and staff with patient flow and smooth running of a fast-paced office. This position performs all aspects of a scheduler and customer service representative, by telephone, to ensure accuracy of data entered into the scheduling system including scheduling transactions, registration, entering demographic, and insurance/referral information. Staff member will serve as liaison to consumers (staff, patients, healthcare professionals and general public) and advocates the patients’ needs.

This position primarily works remotely with the occasional need for on-site work; serving multiple practice locations. Initial training will take place on the Medical School Campus.

• Responsible for registration and scheduling of new and returning patient appointments, cancelling, rescheduling, and obtaining/documenting necessary referrals, in Epic, for patient appointments. Serves as a liaison between consumers and WUSM; assists consumers in a timely, efficient, and courteous manner regarding appointment information, systems, procedures, and resources. Explains the relationship between internal and external customers and routes calls to the appropriate responder.
  
  Provides 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.

• Processes, monitors, and acts upon Epic In-Basket communication by assessing consumers’ needs, taking messages, and directing calls/In-Basket communications as appropriate. Takes any and all necessary steps to facilitate customer satisfaction. Processes assigned Epic work-queues and in-baskets in a timely manner.

• Offers assistance and back up support, as needed, to other clinical support staff. Serves as back up for other staff during peak times, vacations, and illnesses. Attends staff meetings, clinic meetings, and training sessions as they relate to the position.

• Performs other duties as assigned with occasional rotation between practice locations.

• Normal office environment.

• Exposure to blood-borne pathogens.

• Requires protective devices.

• Patient care setting.

• Direct patient care setting.

• Typically sitting at desk or table.

• Typically standing or walking.

• Typically bending, crouching, stooping.

• Occasional lifting (25 lbs. or less).

• 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.

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

Basic Life Support - American Heart Association, Basic Life Support - American Red Cross

Medical Office Setting (2 Years)

Not Applicable

A driver's license is not required for this position.

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

No additional education unless stated elsewhere in the job posting.

No additional certification/professional licenses unless stated elsewhere in the job posting.

No additional work experience unless stated elsewhere in the job posting.

Communication, Confidentiality, Critical Thinking, Customer-Oriented, Customer Service, Detail-Oriented, Electronic Mail, Electronic Medical Record (EMR) Systems, Epic Applications, High Accuracy, ICD Coding, Interpersonal Communication, Managed Care, Medical Scheduling, Medical Terminology, Medicare Plans, Microsoft Office, Multitasking, Office Equipment, Organizational Capability, 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.

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