Clinical Service Representative II (Hybrid) - Program in Physical Therapy

Washington University in St. Louis

1d • $17 - $25 • Hybrid

About The Position

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

Requirements

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

Nice To Haves

• 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

Responsibilities

• 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.

Benefits

• Up to 22 days of vacation, 10 recognized holidays, and sick time.
• Competitive health insurance packages with priority appointments and lower copays/coinsurance.
• Take advantage of our free Metro transit U-Pass for eligible employees.
• WashU provides eligible employees with a defined contribution (403(b)) Retirement Savings Plan, which combines employee contributions and university contributions starting at 7%.
• Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more!
• We offer 4 weeks of caregiver leave to bond with your new child. Family care resources are also available for your continued childcare needs. Need adult care? We’ve got you covered.
• WashU covers the cost of tuition for you and your family, including dependent undergraduate-level college tuition up to 100% at WashU and 40% elsewhere after seven years with us.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED