The university seeks an individual with a strong interest in working at a mission driven, faith- based institution. The role of a Customer Service Representative (CSR) in working with students and the responsibilities of the position are significantly tethered in the university's contemporary Roman Catholic mission.
Confidentially evaluates customer requests for medical care based upon the urgency/severity of the illness/injury and determines who they should be scheduled with; a medical provider, triage nurse or medical assistant based on knowledge and understanding of detailed medical scheduling guidelines and medical terminology while strictly adhering to federal and state confidentiality laws. Executes the checkout process at the conclusion of the medical visit which include, ascertaining what patient handouts/information is to be disseminated to individual patients at the time of check out, fee collection, electronic data entry of payment and rescheduling appointments, or referrals to outside providers. Contacts outside providers when appropriate.
Fields customer phone calls and resolve the concern or facilitate resolving the concern. Provides administrative support to Office Manager, Director, Supervising Physician, Staff Physician, Physician Assistant, Registered Nurses and Medical Assistants. For the purposes of this position, “customers” refer to all patients as well as non-patients such as parents, professors, coaches, vendors, visitors, external medical providers, and other campus entities.
Periodically, this position may be asked to contribute to either ad hoc or ongoing division/campus projects outside the scope of their day-to-day activities.
Duties & Responsibilities:
- Appraises customer inquiries, in person, by phone or by electronic secure messaging and promptly provides information and/or services.
- Independently evaluates customer requests for services based upon the stated chief complaint, determines the type of appointment appropriate for the situation. These include routine, urgent, same day or physical exam.
- Weighs and interprets patient’s description of problem/illness and determines appropriate provider and schedules appointments based on knowledge and understanding of detailed medical scheduling guidelines and medical terminology.
- Ascertains what specific electronically generated medical/medication instructions, ordered by medical providers from the exam rooms, are accurately provided to the intended recipient and strictly adhering to HIPAA confidentiality laws.
- Executes patient check out procedures at the conclusion of the medical visit:
- Collects fees and accurately records payments in a patient's electronic financial record.
- Schedules appropriate follow-up and provides off-campus referral information.
- Verifies accurate account balances through daily reconciliation of credit card receipts, Campus Cash and Payments by Check for services and procedures; produces accurate financial reports that are reflected in monthly Oracle accounting reports; delivers deposits to University Cashier.
- Adheres to HIPAA and FERPA confidentiality laws when responding to requests for information from patients, parents, professors and/or private medical providers.
- Problem solves what is needed to exchange medical information. Implements the processes of sending or requesting medical information with students home provider, specialist, insurance company, etc.
- Ascertains if legal consents are valid, particularly in cases of minor students who cannot receive medical care without parents legal consent; notifies medical assistant of urgent need to contact parent for verbal consent. Secures legally required consents if not current. Responsible for navigating within the patient’s electronic health record to determine with whom and what specific information is allowed to be shared. Instructs patients on how to navigate Open Communicator secure messaging to electronically sign consent forms, and to assess to whom and what specific information is allowed to be released.
- Using established guidelines, the CSR will either generate a routine electronic telephone message from a patient to a provider, or immediately notify the provider of a potentially serious issue, or immediately contact Public Safety if the situation is considered life threatening.
- Assesses the status of patient waiting areas throughout the day to ensure they are a healthy/, and, safe environment; renders immediate sanitizing measures when necessary such as cleaning pens and writing surfaces in reception and check out areas.
- Responds to former and current patient requests for medical and financial records by either printing or providing the information, or clarifying the process of navigating the MyWellness Portal enabling the patient to send/receive messages, download medical information such as lab reports, immunization records, etc. from the Secure Messaging portal.
- Produces and publishes monthly schedule template for the registered nurses and medical providers (physicians, nurse practitioners and physician assistant) using the electronic appointment scheduling system. Revises providers’ schedule template when requested.
- Generates and sends direct ledger billing monthly to Student Health Insurance Plan (SHIP).
- Receives, posts and reconciles SHIP direct ledger payments.
- Sends patient statements to patients via Secure Message.
- Sends unpaid patient accounts to Student Accounts for further payment and collection.
- Collects, records, and reconciles payments and overpayments in accordance with SHC’s Policy and Procedure for Collecting, Recording, Reconciling Fees at the SHC and Depositing to the Cashier.
- Submits referrals to SHIP in accordance with SHC’s Policy and Procedure for Referral Follow Up.
- Provides administrative assistance to office manager, clinic director, supervising physician, staff physicians, nurse practitioners, physician assistant, registered nurses and medical assistants on a wide range of assignments. Examples include:
- Assisting with admin research, surveys and outreaches
- Scanning medical information into electronic health records;
- Entering dates into Immunization records;
- Placing and removing registration holds for (student) in Banner.
The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.
- 2 years of technical or community college or equivalent work experience required.
- Minimum of three years customer service experience, preferably in a medical setting, or any equivalent combination of education and experience;
* Willingness to support the mission and vision of the University.
- Cashiering/accounting and electronic medical records experience desirable.
Performance Expectations - Knowledge Skills and Abilities:
- Ability to effectively trouble-shoot, exercising independent judgment to determine proper immediate response to resolve patients (i.e. parents, students, faculty/staff, and visitors) concerns and to recognize when the situation needs to be handled by supervisor or medical provider.
- Possess flexibility and versatility in order to contribute to evolving patient care situations.
- Possess excellent interpersonal skills with a diverse population, including the ability to develop and use empathetic listening skills, communicate with clarity and maintain an attitude that conveys respect, assistance, honesty, resourcefulness and compassion.
- Ability to establish and maintain effective and productive working relationships with co-workers within a diverse, fast-paced and ever-changing environment.
- Possess or be able to develop strong, accurate, detail-oriented written skills necessary for recording accurate and concise patient telephone messages that become an official entry in the patient’s medical record as well as notification to the medical provider of the patient’s telephone call.
- Knowledge of professional guidelines and state/federal regulations regarding protected, confidential patient medical information (HIPAA) and protected student information (FERPA.).
- Working knowledge of computers and electronic data processing; ability to learn an electronic health record practice management system.
- Ability to perform cashier duties accurately; knowledge of accounting/bookkeeping principles and functions.
- Ability to learn medical terminology.
- Be able and willing to represent the University in the most positive manner with prospective, former and current students, clients, suppliers and the community we serve.
Tools & Equipment Used:
Telephone, fax, copier, scanner, personal computer (PC environment), general office software applications, (Microsoft Office, Internet Explorer, Google) and specific electronic health record software program (Point and Click) as well as the University’s student database (Banner), calculator, printer, electric time/date stamp, electronic signature pad, self-check in Kiosks.
Background check: Successful completion of a pre-employment background check.
Degree Verification Requirement: Persons offered employment in this position will be required to provide official education transcripts for degree verification purposes.